Course Objective.

• 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

Who Can Benefit?

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

Course Outline.

• 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

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