Quality Management
Today's customers expect quality

Knowl­edge of quality principles and the ability to apply them in day-to-day operations are immeasurably valuable.

This seminar provides participants with a clear understanding of how quality management positively impacts business by improving customer satisfaction and reducing costs. At its heart, quality is understanding customers' expectations and then implementing processes and systems to consistently meet them.

Participants attending this seminar will learn how to 1.) translate customers' definition of quality into the manufacturing or service delivery process, 2.) measure ongoing performance against that standard and 3.) make continual improvements to meet growing expectations.

The principles and methods taught in this program are equally relevant to both manufacturing and service organizations.

Who should attend this seminar?

Executives, managers, supervisors, engineers, produc­tion workers and others interested in quality management.

Up to 40 persons may participate. It includes a certificate of completion and requires eight hours of class time. All materials are  provided.

On completion of this seminar, you will be able to:
  • Understand that quality is not how good something is, but how well it satisfies customers.
  • Understand why improving quality is essential to business survival in this new economic age.
  • See how the cost of improving quality is an investment that pays for itself many times over.
  • Discover that improving quality requires changing some basic assumptions — changes that will require not just management skill, but genuine leadership and breakthrough thinking.
  • See how quality in design is as important as in production and discover techniques to improve design quality.
  • Know how Quality Function Deployment (QFD) will help you understand the voice of the customer and translate their feedback into design requirements.
  • Understand the difference between inspection- and prevention-based quality in production, and how Statistical Process Control is the most powerful tool to solve problems and improve quality.
  • Acquire a rudimentary understanding of Statistical Process Control, and understand the concept of process control compared to simply meeting requirements.
  • Leave with a menu of improvement techniques that can be applied to your quality improvement efforts.

Topics covered:
  • Perceptions and importance of quality
  • The costs of quality
  • Management's role
  • Design quality
  • Quality Function Deployment (QFD)
  • Production quality
  • Prevention vs. Inspection
  • Introduction to statistical process control
  • Planning for quality improvement Harvard case study exercise on TQM