Overview
-
Learn how to properly manage quality in your company. Explore major frameworks, tools, and strategies that you can leverage to enhance your quality management approach.
Syllabus
-
Introduction
- Quality isn't an accident
- A definition of quality
- Functional views of quality
- The supply chain's view of quality
- Deming's 14 points
- Juran's planning for quality
- Crosby's "quality is free"
- The Baldrige Excellence Framework
- The Gap Framework
- ISO 9000
- SERVQUAL
- Pareto analysis
- House of quality
- Root cause analysis
- Lean quality methods
- The six sigma method
- Total quality management
- The voice of the customer
- Benchmarking
- Measuring the cost of quality
- Consistently seek quality
