Process and Quality

Catalog description

The course provides the overview of an organization’s process and quality management programs. This course addresses principles and practices in process and continuous improvement of quality in the business and non-business enterprise. Covers commonly accepted techniques for achieving quality — e.g., benchmarking, Baldrige criteria, ISO 9000/14000. Particular attention is given to philosophies and methods of process managing for quality, and to tools for quality improvement. The instructional approach is highly experiential and interactive, and features contact with quality systems professionals. Includes an overview of the Total Quality Management (TQM) movement and how the application of TQM techniques achieves customer satisfaction, continuous improvement, and employee involvement. This course introduces the quality philosophy in business. Topics include the linkages between the voice of the customer, the role of information systems, and the human resource management function and how they all tie together to forge the quality direction of an organization.