Basic of Quality
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Definitions of quality, key concepts, models, and tools, with case studies.
Total Quality Management
3-4 / 40
The concepts and tools of TQM, quality deployment, communications skills, customer care, ISO9001, costs of quality, practical case studies.
Cost of Quality
3-4 / 20
What are the costs of quality? how can they be calculated? how can costs be reduced? what levels are of acceptable costs? how to balance costs of quality? all with case studies.
Excellence in customer service, customer satisfaction surveys, complaint handling, introduction to ISO10002.
4 / 22
The fundamentals of process system, how to map organizational work into a system of processes, process maps, processes vs. strategy, process performance measures, and process automation.
4 / 22
Concepts of variations and relation to quality, what is meant by quality improvement, quality plans, introduction to basic statistics, quality control charts and usability.
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