Quality Management Tutorial

Background And History

• Definition Of Quality
• Understanding Quality Management
• A Quality Timeline In Quality Thinking

Why Quality Management?

• Quality Management Introduction
• What Is Wrong With Traditional Approaches?
• Tangible Benefits
• Intangible Benefits
• Business Case For Quality Management

The Contribution Of Dr. W. Edwards Deming

• Contribution Of Dr. W. Edwards Deming Introduction
• The 14 Points
• The Deadly Diseases
• The System Of Profound Knowledge (sopk)
• Deming’s Thinking

Standards And Models

• Why Do We Need Standards And Models?
• Iso 9000 Series Standards
• Self- Assessment Models Of Quality

Customers

• Customers Introduction
• Customers And Quality:the Myths
• Internal And External Customers
• Requirements Gathering And Value Analysis
• ‘customer Focus Summary

Leadership In Quality Management

• Leadership In Quality Management Introduction
• Principles Of Leadership For Quality
• Leadership Decision Making
• Leadership In Quality Management

Strategic Quality Management

• Strategic Quality Management Introduction
• Vision, Mission And Values
• Strategic Objectives
• Hoshin Kanri
• Strategic Quality Management (sqm)

Processes

• Processes Introduction
• The Reality And Responsibility & Measurement In A Process
• Process Planning
• Process Control
• Process Capability
• Managing Variation Reduction Using Spc
• Benefits Of Spc
• Processes Summary

Partnerships And Resources

• Partnerships And Resources Introduction
• The ‘transactional’ Supplier Relationship Model
• The Supplier Partnership Model
• Partnering Beyond The Supply Chain
• Resources
• Summary Of Organization’s Supply Chain

People In Quality Management

• People In Quality Management Introduction
• Respect For The Individual
• Empowerment, Motivation And Participation
• Teamwork
• Developing People
• Reward And Recognition:performance Appraisal And Performance Related Pay
• Individual And Recognition

Ethics And Corporate Social Responsibility

• Introduction And Conceptual Foundations
• Ethical Models
• Ethics And Communication
• Beneits And Risks Of Ethical Behaviour
• Creating An Ethical Environment
• Corporate Social Responsibility
• Total Quality Management Summary

Learning, Change And Process Improvement

• Change And Process Improvement Introduction
• Process Improvement
• Change And Change Management
• Organizational Learning
• Contextual Issues Summary And Impact

Service Quality

• Service Quality Introduction
• The Five Dimensions Of Service Quality
• Measuring Service Quality
• Service Quality Gaps
• Delivering Service Quality
• Summary And Significance

Implementing Quality Management

• How To Implement A Quality Management
• Will-focus-capability
• Prepare The Organization For Transformation
• Take Action To Achieve Transformation
• Communicate, Review, Diagnose And Revitalise
• Summary Of Critical Success Factors

Quality Management Interview Questions