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Quality Management Fundamentals

Course Length: 1-day


Course Description

An effective QM program will ensure that an organization, product or service is consistent. It has four main components: quality planning, quality assurance, quality control, and quality improvement. QM is focused not only on product and service quality, but also on the means to achieve it.


Learn the fundamentals of quality management, the costs of quality, and how to achieve quality through customer orientation. Students will learn how to achieve daily quality management, identify variation in processes, control costs, and analyze a company’s current performance and problem causes. Course activities also cover creating flow charts, check sheets, histograms, run charts, control charts, cause-and-effect diagrams. Pareto charts, scatter diagrams, interrelationship diagrams, affinity diagrams, activity network diagrams, and brainstorming. Students will learn how to prepare and implement quality changes, select process flowchart, and measure process performance.


This course can also be used as an introduction to Lean.

Course Outline

Lesson 1: Fundamentals of quality management

  • Defining quality management
  • Processes

Lesson 2: The cost of quality

  • Relationship between quality and costs

Lesson 3: Customer orientation

  • Understanding customer orientation
  • Benefits of customer orientation

Lesson 4: Understand current performance

  • Flow charts
  • Check sheets
  • Histograms
  • Run charts
  • Control charts

Lesson 5: Causes of problems

  • Cause-and-effect diagrams
  • Pareto charts
  • Scatter diagram
  • Interrelationship diagrams

Lesson 6: Ideas and organization

  • Brainstorming
  • Affinity diagrams
  • Activity network diagrams

Lesson 7: Preparing to change processes

  • A Manager’s role
  • A path for change

Lesson 8: A path for change

  • Process managers
  • Flow charts in process improvement

Lesson 9: Implementing quality changes

  • Understanding processes
  • Measuring processes
    • Measuring a single process
    • Understanding the importance of measurement

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