Course Objectives:

• Identify or Define.
  • Quality
  • Malcolm Baldrige National Quality Award
  • ISO International Quality Standards
  • Demings, Juran, and Crosby
  • Taguchi Concepts
• Explain.
  • Why quality is important
  • Total Quality Management (TQM)
  • Pareto charts
  • Process charts
  • Quality robust products
  • Inspection

Course Outlines:

• Quality and Strategy
• Defining Quality
  • Implications of Quality
  • Malcolm Baldrige National Quality Award
  • Cost of Quality (COQ)
• International Quality Standards
  • ISO 9000
  • ISO14000
• Total Quality Management
  • Continuous Improvement
  • Employee Empowerment
  • Benchmarking
  • Just-in-Time (JIT)
  • Taguchi Concepts
  • Knowledge of TQM Tools
• Tools of TQM
  • Check sheets
  • Scatter Diagrams
  • Cause-and-Effect Diagram
  • Pareto Charts
  • Flow Charts
  • Histograms
  • Statistical Process Control (SPC)
• The Role Of Inspection
  • When and Where to Inspect
  • Source Inspection
  • Service Industry Inspection
  • Inspection of Attributes vs. Variables
• TQM in Services

Who Can Benefit?

• Office administrators
• Supervisors of clerical and administrative staff
• Executive secretaries and Personal Assistants.

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