Topic-Level Outline
Days: 1
Prerequisites: Prerequisite
or equivalent experience
Unit 1: Fundamentals of quality management
Topic A:0 Defining quality management
A-1: The Quality movement
A-2: Quality in daily management
A-3: Incorporating improvements into daily management
Topic B:0 Processes
B-1: Variation in processes
B-2: Causes of variation
Unit 2: The costs of quality
Topic A:0 Relationship between quality and cost
A-1: Identifying the costs of quality
A-2: Quality requirements for products or services
A-3: Management’s responsibilities
Unit 3: Customer orientation
Topic A:0 Understanding customer orientation
A-1: Importance of customer orientation
A-2: Becoming customer-oriented
A-3: Conducting customer research
Topic B:0 Benefits of customer orientation
B-1: Satisfying customers
B-2: Financial incentives from developing loyal customers
Unit 4: Understanding current performance
Topic A:0 Flow charts
A-1: Benefits of using flow charts
A-2: Using flow chart symbols
A-3: Using a functional flow chart
Topic B:0 Check sheets
B-1: Creating a check sheet
Topic C:0 Histograms
C-1: Creating a histogram
C-2: Interpreting a histogram
Topic D:0 Run charts
D-1: Creating a run chart
D-2: Interpreting a run chart
Topic E:0 Control charts
E-1: Using a control chart
Unit 5: Causes of problems
Topic A:0 Cause-and-effect diagrams
A-1: Creating a cause-and-effect diagram
A-2: Reviewing a cause-and-effect diagram
Topic B:0 Pareto charts
B-1: Creating and analyzing a Pareto chart
Topic C:0 Scatter diagram
C-1: Creating and interpreting a scatter diagram
Topic D:0 Interrelationship diagrams
D-1: Creating an interrelationship diagram
Unit 6: Ideas and organization
Topic A:0 Brainstorming
A-1: Steps for brainstorming
Topic B:0 Affinity diagrams
B-1: Using an affinity diagram
Topic C:0 Activity network diagrams
C-1: Creating an activity network diagram
Topic D: 0 CPM and PERT
D-1: Network planning
Unit 7: Preparing to change processes
Topic A:0 Management’s role
A-1: Understanding management’s responsibilities
A-2: Preparing for leading process improvement
A-3: Planning for improvements
A-4: Selecting a process
Unit 8: A path for change
Topic A:0 Process managers
A-1: Understanding process managers’ responsibilities
A-2: Establishing a process improvement team
Topic B:0 Flow charts in process improvement
B-1: Using flow charts
Unit 9: Implementing quality changes
Topic A:0 Understanding processes
A-1: Elements of a process
A-2: Streamlining a process
Topic B:0 Measuring processes
B-1: Measuring a process
B-2: Understanding the importance of measurement