Fundamentals of quality management
o Defining quality management
o Processes
The costs of quality
o Relationship between quality and cost
Customer orientation
o Understanding customer orientation
o Benefits of customer orientation
Understanding current performance
o Flow charts
o Check sheets
o Histograms
o Run charts
o Control charts
Causes of problems
o Cause and effect diagrams
o Pareto charts
o Scatter diagrams
o Interrelationship diagrams
Ideas and organization
o Brainstorming
o Affinity diagrams
o Activity network diagrams
o CPM and PERT
Preparing to change processes
o Management's role
A path for change
o Process managers
o Flow charts in process improvement
Implementing quality changes
o Understanding processes
o Measuring processes
