New Horizons Computer Learning Center
410-597-9722

Quality Management

Course Length: 1 Day

Overview:
In this course, students will understand the quality management process and identify ways to improve the quality of your organization's product and/or service.

Course Objectives:
Upon successful completion of this course, students will be able 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

Course Content

Lesson 1: Fundamentals of Quality Management

• Defining quality management
• Processes

Lesson 2: The Costs of Quality

• Relationship between quality and cost

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
• Check sheets
• Histograms
• Run charts
• Control charts

Lesson 5: Causes of Problems

• Cause-and-effect diagrams
• Pareto charts
• Scatter diagram
• Interrelationship diagrams

Lesson 6: Ideas and Organization

• Brainstorming
• Affinity diagrams
• Activity network diagrams

Lesson 7: Preparing to Change Processes

• Management's role

Lesson 8: A Path for Change

• Process managers
• Flow charts in process improvement

Lesson 9: Implementing Quality Changes

• Understanding processes

6940 Tudsbury Road, Baltimore, MD 21244
P: 410-597-9722
www.nhbaltimore.com