Quality Management

New Horizons Singapore
Singapore, Singapore

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' In this course, students will learn how to understand the quality management process and identify ways to improve the quality of your organizations product and/or service.

At Course Completion:
After completing this course, students will know how to: - Identify the concepts commonly associated with quality management, the role of management in implementing quality, the steps an organization should follow to incorporate improvements into daily management, the ways in which variation leads to loss, select characteristics of common causes of variation, and identify frequent sources of variation. Identify the relationship between quality and cost, identify the benefits of establishing quality requirements for products and services, identify management’s responsibilities for achieving conformance, and identify the costs of customer dissatisfaction. - Identify the characteristics of a customer-oriented organization, the steps for becoming customer-oriented, the approaches to conduct customer research, the benefits of a customer-oriented organization, and the financial incentives for developing loyal customers. - Identify types of flow charts; create and analyze a flow chart, a check sheet, a histogram, and a run chart; and identify characteristics of a control chart. - Create a cause-and-effect diagram, identify the general categories that can be used as main causes on a cause-and-effect diagram, create a Pareto chart and analyze it, create a scatter diagram and interpret it, create an interrelationship diagram and identify causes. - Sequence and follow the steps for brainstorming, identify the purpose of affinity diagrams, construct activity network diagrams, and identify the benefits provided by knowing the critical path of a project. - Identify the goals management should achieve to prepare for leading business process improvement, and sequence the steps for planning improvements. - Identify the qualifications needed in a process manager, the responsibilities of a process manager, the steps for establishing a process improvement team, the responsibilities of process improvement team members, and use flow charts in business process improvement. - Identify the elements of a process that a process improvement team should understand, the characteristics of the quality management techniques used to streamline a process, and the aspects of a process that should be measured.


Outline: Top
Lesson 1: Fundamentals of quality management
Defining quality management
The Quality movement
Quality in daily management
Incorporating improvements into daily management
Processes
Variation in processes
Causes of variation

Top
Lesson 2: The costs of quality
Relationship between quality and cost
Identifying the costs of quality
Quality requirements for products or services
Management’s responsibilities


Lesson 3: Customer orientation
Understanding customer orientation
Importance of customer orientation
Becoming customer-oriented
Conducting customer research
Benefits of customer orientation
Satisfying customers
Financial incentives from developing loyal customers


Lesson 4: Understanding current performance
Flow charts
Benefits of using flow charts
Using flow chart symbols
Using a functional flow chart
Check sheets
Creating a check sheet
Histograms
Creating a histogram
Interpreting a histogram
Run charts
Creating a run chart
Interpreting a run chart
Control charts
Using a control chart


Lesson 5: Causes of problems
Cause-and-effect diagrams
Creating a cause-and-effect diagram
Reviewing a cause-and-effect diagram
Pareto charts
Creating and analyzing a Pareto chart
Scatter diagram
Creating and interpreting a scatter diagram
Interrelationship diagrams
Creating an interrelationship diagram

Top
Lesson 6: Ideas and organization
Brainstorming
Steps for brainstorming
Affinity diagrams
Using an affinity diagram
Activity network diagrams
Creating an activity network diagram
CPM and PERT
Network planning


Lesson 7: Preparing to change processes
Managements role
Understanding management’s responsibilities
Preparing for leading process improvement
Planning for improvements
Selecting a process


Lesson 8: A path for change
Process managers
Understanding process managers�responsibilities
Establishing a process improvement team
Flow charts in process improvement
Using flow charts


Lesson 9: Implementing quality changes
Understanding processes
Elements of a process
Streamlining a process
Measuring processes
Measuring a process
Understanding the importance of measurement
...''

Elements of this syllabus are subject to change.

Phone:+65 6822 8282

School Address:

298 Tiong Bahru Road
Level 18 Central Plaza
Singapore 168730

Jobs & Resumes: Singapore
Houses & Roommates: Singapore
Travel Agencies: Singapore

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