Quality Fundamentals for Service – Virtual Course

OUTLINE (Return to Main)

1. Course Overview
1. Introductions
2. Housekeeping items and ground rules
3. Course agenda
4. Pre-test
2. Benefits of Quality
1. Benefits of quality
1. Employees
2. The organization
3. Customers (internal and external)
2. Activities associated with each group
3. Discussion question
3. Quality Management & Process Improvement
1. Quality management systems & the key components
2. Methods for customer feedback
3. Activity: Customer feedback
4. Engaging employees in quality
1. Employee involvement
2. Team formation
5. Continuous process improvement
1. Focusing on process capability
2. Plan-Do-Check-Act (PDCA) cycle
3. Establishing measures and targets
4. Activity: PDCA Case Study
6. Discussion question
4. Quality Tools
1. Definition of quality tools
2. Root cause vs. symptoms
3. Common quality tools and how they are used
1. Voice of customer
2. Flowchart/process map
3. Pareto chart
4. Cause-and-effect diagram (also called a fishbone or Ishikawa diagram)
5. Tree diagrams
6. Decision matrix
4. Activity: Applying the Quality Tools
5. Discussion question

5. Debrief and Wrap-Up
1. Activity: Next steps
2. Wrap-up

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