Total Quality Management in Human Services Organizations

Catalog description

This course discusses the new philosophy of total quality in the management of customer service programs (TQM), the role of the leader and the components of the organization in order to achieve the quality objectives of the organization. Emphasis is placed on evidence -based decision -making, on the analysis and evaluation of data and information. The theories of: Walter Shewhart, Joseph M. Juran, Armand V. Feigenbaum, Six Sigma, among others, are discussed. The requirements of the global world in human services organizations, the competencies, external and internal factors of the organizations, the new vision of management and the basic pillars for its implementation and the commitment of its components: human resources, managers and customers.