Lead Quality Management in the Organization • Transform the Organization to Become the Best-in-Class

What you will learn

This course provides the basic Quality Management knowledge, that each employee in the organization should have.

Understand what makes some organizations best-in-class organization.

How to take the quality of your product or service to the next level?

  • Are you new to Quality and want to start with a strong foundation of  Quality Management concepts?
  • Are you appearing in any certification exam such as PMP, CQA, CQE  and want to refresh your basic understanding of Quality Management?
  • Are you working in the field of Quality Management and want to refresh your knowledge?

Here is what everyone in the organization should know:

  • Definitions of Quality
    • How can you achieve quality if you don’t understand what quality is?
  • Why do businesses need to produce quality products?
  • Understand Garvin’s eight dimensions of quality: Performance, features, reliability, conformance, durability, serviceability, aesthetics, and perceived quality.
  • Difference between Quality and Grade
  • Difference between Quality Assurance and Quality Control
  • Quality Management System
  • History of Quality
  • Quality Tools
    • Learn about seven basic quality tools.
  • Quality Costs – or the Cost of Poor Quality (COPQ)
    • Visible and invisible costs of quality
    • Prevention cost, appraisal cost, internal failure costs and external failure costs
    • Why do we need to measure the cost of quality?
  • Quality Awards – Deming Award, EFQM and MBNQA
    • In this section, you will learn about these three top global quality awards.
  • Quality Gurus – Edwards Deming, Joseph Juran and Philip Crosby.
    • In this section learn about the life and teachings of these quality gurus.
  • Understanding waste
    • Three broad categories of waste: Muda, Mura and Muri
      • Transportation
      • Inventory
      • Motion
      • Waiting
      • Overprocessing / Extra Processing
      • Overproduction
      • Defects
      • Skills Underutilized / Non-Utilized Talent





Quality Management Basics

What is Quality?

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**** How to Define Quality? Seven Definitions of Quality. *****

Definition 1: Quality is Conformance to Requirements

Definition 2: Quality is Fitness for Use

Definition 3: Quality is Meeting Requirements

Definition 4: Quality is Exceeding Expectations

Definition 5: Quality means being Better than Competitors

Definition 6: Quality means being Defect Free

Definition 7: Quality as Defined by ISO 9000:2015

Difference between Quality and Grade

Why Quality?

Garvin’s Eight Dimensions of Quality

**** Garvin’s Eight Dimensions of Quality ****

1. Performance (Garvin’s Eight Dimensions of Quality)

2. Features (Garvin’s Eight Dimensions of Quality)

3. Reliability (Garvin’s Eight Dimensions of Quality)

4. Conformance (Garvin’s Eight Dimensions of Quality)

5. Durability (Garvin’s Eight Dimensions of Quality)

6. Serviceability (Garvin’s Eight Dimensions of Quality)

7. Aesthetics (Garvin’s Eight Dimensions of Quality)

8. Perceived Quality (Garvin’s Eight Dimensions of Quality)

Quality Assurance, Control and Management System

QA, QC and QMS – Introduction

Quality Control – Definition

Quality Assurance – Definition

Quality Control vs Quality Assurance

Quality Management System

Practice Activity – Quiz – Quality Management Basics

Quality Timeline

Brief History of Quality

Learning Quality from Top Three Quality Gurus

Quality Gurus – Introduction

*** Edwards Deming ***

Deming is best known for

Deming’s 14 Principles of Management

Principle # 1: Create Constancy of Purpose

Principle # 2: Adopt the New Philosophy

Principle # 3: Cease Dependence on Mass Inspection

Principle # 4: Don’t Award Business on the Basis of Price

Principle # 5: Improve Constantly and Forever

Principle # 6: Institute Training on the Job

Principle # 7: Institute Leadership

Principle # 8: Drive Out Fear

Principle # 9: Break Down Barriers

Principle # 10: Eliminate Numerical Goals, Posters and Slogan

Principle # 11: Eliminate Numeric Quotas

Principle # 12: Remove Barriers to Pride in Workmanship

Principle # 13: Education & Retraining

Principle # 14: Take Action

*** Joseph Juran ***

Juran is best known for

10 Steps to Achieve Quality by Juran

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Juran’s Trilogy

*** Philip Crosby ***

Philip Crosby is best known for

Four Absolutes of Quality

Absolute #1: Quality is Conformance to Requirements

Absolute #2: The System of Quality is Prevention

Absolute #3: The Performance Standard is Zero Defects

Absolute #4: The Measurement of Quality is the Price of Non-conformance

Practice Activity – Quiz – Quality Gurus

Cost of Poor Quality

Cost of Quality – Introduction

Visible vs Invisible Cost of Poor Quality

Classification – Cost of Conformance and Non-conformance

Cost of Quality – 1. Prevention Cost

Cost of Quality – 2. Appraisal Cost

Cost of Quality – 3. Internal Failure Cost

Cost of Quality – 4. External Failure Cost

Why to Measure the Cost of Quality?

Understanding and Eliminating Wastes from Processes

Wastes – Introduction

Waste – Philosophy

Three Broad Categories of Wastes – 1. Muda

Three Broad Categories of Wastes – 2. Mura

Three Broad Categories of Wastes – 3. Muri

*** Seven Types of Muda – TIMWOOD ***

1. Transportation Waste

2. Inventory Waste

3. Motion Waste

4. Waiting Time Waste

5. Overprocessing Waste

6. Overproduction Waste

7. Defects Waste

8. Unexploited Knowledge (and the topic conclusion)

Seven Basic Quality Tools – All Quality Professionals Must Master

Seven Basic Quality Tools – Introduction

*** Seven Basic Quality Tools – List of Tools Covered ***

Tool #1: Check Sheet

Tool #1: Example of a Check Sheet

Tools #2: Cause and Effect Diagram

Tools #2: Example of a Cause and Effect Diagram

Tools #3: Histogram

Tools #3: Example of a Histogram

Tools #4: Pareto Chart

Tools #4: Example of a Pareto Chart

Tools #5: Scatter Diagram

Tools #5: Example of a Scatter Diagram

Tools #6: Control Chart

Tools #6: Example of a Control Chart

Tools #7: Stratification

Tools #7: Example of Stratification

Practice Activity – Quality Tools

Quality Awards

Quality Awards – Introduction

Three Quality/ Business Excellence Awards

MBNQ Award

Certificate of Completion

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Course Level Quiz

How to Download Your Certificate of Completion