Quality and Process Management

Catalog description

Examines the principles, tools and practices of quality and process management in both manufacturing and service industries. Topics include quality management philosophies, effective team structures, measurement of quality, productivity and competitiveness, quality assurance, statistical process control, and capability, Lean Six Sigma and DMAIC, ISO 9000 and ISO 14000, and SERVQUAL. The interrelationships of each concept are explored by examining customer focus, leadership and organizational change, process design and benchmarking.