In this course you will learn how to effectively apply the fundamentals of total quality. You will gain understanding of what quality is and learn about the history of the quality movement. You will discover the role of customers in quality and determine the major elements of a quality system. This course will show you how to master key concepts such as the cost of non-quality, variation, and total employee involvement (TEI). Increase your value to your company by learning about various motivational models, leadership, and teamwork. Determine how to effectively apply quality standards by creating and implementing internal and external auditing activities. Learn the ins and outs of ISO 9000, ISO 14000, and the Malcolm Baldrige National Quality Award.
In this six-week online course, you will learn how successful organizations apply quality to their everyday activities. You will find out how to use teamwork to make the most of employees’ abilities and potential. You will learn to manage the process of change, reduce customer complaints, and increase customer service. You will learn of a number of quality fallacies and how to lessen their impact.
In your first lesson, you will examine the concept of professional quality certification as defined by the American Society for Quality (ASQ). You will learn about the history of the quality movement and how Six Sigma fits in. You will examine Total Quality Management (TQM) and its concepts and components. Then you will discover different customer types and discuss how you can minimize customer complaints. You will discover the role that your organization plays in providing high customer satisfaction.
In this lesson, you will examine the cost of non-quality and its components—external failure, internal failure, appraisal, and prevention costs. You will explore the concept of variation and how you can use statistical process control to meet customer requirements. Then you will learn about the basic leadership styles and two leadership models. You will also discover how the concepts of distinctive competency, competitive advantage, and organizational assessment position your organization for success.
In this lesson, you will learn what makes people tick and how to manage change. You need to know what motivates people in order to successfully work with and direct them. You will learn why people resist forces of change and look at ways to manage change. Then you will learn the secrets of team building and gain a solid understanding of how to build a strong team and effectively deliver training.
Discover a concept, “total employee involvement” (TEI), to help you get the most from the total power of every single person at your place of business. You will learn about the role that management and employees play in TEI. You will learn how to determine progress by using traditional and progressive performance measurements. Then you will explore the basics of standards and audition and discover how they are defined. You will examine their features, discuss the different types of audits, and look at why auditing is a challenging activity.
This lesson will explore how your firm can use external auditing to assess suppliers’ capabilities and internal auditing to improve company operations. You will learn the difference between external and internal auditing. Then you will gain some background about ISO, discuss what ISO 9000 represents, identify the challenges of implementing it, and go over a recipe for successfully putting ISO in place.
Tackle a number of topics that will increase your knowledge about quality standards and systems. You will examine a series of standards to manage the environment—ISO 14000. You will look at the Malcolm Baldrige National Quality Award. You will explore three systems: QS-9000, the Advanced Quality System, and the Conformite Europeenne mark. Then you will examine quality fallacies and identify the most common quality fallacies and what beliefs should take their place.
Prerequisites / Requirements
There are no prerequisites to take this course.
- This course can be taken on either a PC or Mac device.
- PC: Windows XP or later.
- Mac: OS X Snow Leopard 10.6 or later.
- Browser: The latest version of Internet Explorer, Firefox, Chrome, or Safari (We recommend Firefox or Chrome).
- Adobe Flash Player. Click here to download the Flash Player.
- Adobe Acrobat Reader. Click here to download the Acrobat Reader.
- Email capabilities and access to a personal email account.
- Software must be installed and fully operational before the course begins.
WHEN CAN I GET STARTED?
A new session of each course opens each month, allowing you to enroll whenever your busy schedule permits!
HOW DOES IT WORK?
Once a session starts, two lessons will be released each week, for the six-week duration of your course. You will have access to all previously released lessons until the course ends.
HOW LONG DO I HAVE TO COMPLETE EACH LESSON?
The interactive discussion area for each lesson automatically closes 2 weeks after each lesson is released, so you’re encouraged to complete each lesson within two weeks of its release.
WHAT IF I NEED AN EXTENSION?
The Final Exam will be released on the same day as the last lesson. Once the Final Exam has been released, you will have 2 weeks plus 10 days to complete the Final and finish any remaining lessons in your course. No further extensions can be provided beyond these 10 days.