Quality Management for Organizational Excellence: Introduction to Total Quality

PART I: PHILOSOPHY AND CONCEPTS

• The Total Quality Approach to Quality Management: Achieving Organizational Excellence
• Quality and Global Competitiveness
• Strategic Management: Planning and Execution for Competitive Advantage
• Quality Management, Ethics, and Corporate Social Responsibility
• Partnering and Strategic Alliances
• Quality Culture: Changing Hearts, Minds, and Attitudes
• Customer Satisfaction, Retention, and Loyalty
• Employee Empowerment
• Leadership and Change
• Team Building and Teamwork
• Effective Communication
• Education and Training
• Overcoming Politics, Negativity, and Conflict in the Workplace
• ISO 9000 and Total Quality: The Relationship

• PART II: TOOLS AND TECHNIQUES

• Overview of Total Quality Tools
• Problem Solving and Decision Making
• Quality Function Deployment
• Optimizing and Controlling Processes Through Statistical Process Control
• Continual Improvement Methods with Six Sigma, Lean, Lean Six Sigma, and More
• Benchmarking
• Just-in-Time/Lean Manufacturing (JIT/Lean)
• Implementing Total Quality Management