Course Summary:
After the completion of this course you will be able to identify quality management principles, interpret control charts, and identify the steps involved in creating a cause and effect diagram and use Pareto analysis to identify the primary causes of a problem. The curriculum introduces project coordination techniques within the areas of organization, resource management, quality assurance, and internal and external team communications.
Target Audience:
Professionals who need to manage or work on a project.
Recommended Prerequisites:
None
Course Objectives:
Learners will be able to identify quality management principles and interpret a control chart. They will also be able to identify the steps in creating a Cause and Effect diagram and a Pareto diagram.
Key Topics:
Quality Management Principles
Control Charts
Cause and Effect Diagrams
Pareto Diagrams
Describe the quality management system used in your organisation
Describe ways of researching competitors’ quality of service
Describe the various research methods to obtain information
Explain the importance of including colleagues when planning
Use formal and informal research to obtain information
Consider changes in external or internal environments in planning quality service
Provide opportunities for colleagues to participate in the customer service planning process
Approaches are developed and communicated to colleagues and customers
Monitor customer service standards with ongoing feedback sought from customers
Use coaching to assist colleagues to deal with customer service issues
Identify customer service problems
Describe how performance would be adapted to ensure quality customer service.
Conduct audits of quality assurance systems
Make recommendations to enhance quality assurance systems
Write work instructions
Identify statistical outputs, record and report data to aid decision making
Conduct product tests
Last modified: 09-Jan-2005
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