Topic outline

  • Topic 1

    • Expected Outcomes

      Understand the complexities of defining quality

      Explain the philosophies of quality management and continuous improvement

      Recognize that processes perform value-added activities and variation is present in any natural process

      To gain insight into the evolution of Total Quality Management (TQM) concepts

  • Topic 2

    • Expected Outcomes

      Understanding of how quality costs can be used in decision making

      Identify the interrelationships between and among the different types of quality costs

  • Topic 3

  • Topic 4

    • Expected Outcomes

      Able to identify internal and external customer Understand customer satisfaction concept Using customer satisfaction as the measure of quality

  • Topic 5

    • Expected Outcomes

      Identify the principles of customer-supplier relations for service providers as well as for manufacturers.

      Able to explain on how to develop supplier selection plan. 

  • Topic 6

    • Expected Outcomes

      Able to identify several different approaches towards continuous process improvement

      Understand method applied to continuous improvement in quality aspect

  • Topic 7

  • Topic 8

    • Expected Outcomes

      Identify application of tools that been used in process improvement, cost reduction, policy deployment and new-product development

      Learn how to construct quality tools that don’t use hard data but rely on subjective information

  • Topic 9

    • Expected Outcomes

      Understand the concepts of benchmarking

      Determine benchmarking process and its critical success factor

      Explain basics of performing a benchmark assessment

  • Topic 10

  • Topic 11