• Introduction to Production, Operation and Customer Satisfaction • Operation Management • Concept of Customer Satisfaction
Principles and Concepts of TQM:
• Total Quality Management (TQM) • Improving the Quality of an Organization • Principles and Concepts of TQM • TQM Pyramid • Leadership - Management’s Commitment • Continuous Improvements • Everybody’s Participation
Quality Management Systems:
• Quality Management Systems • Quality Manual
Tools for Quality Journey:
• Tools for Quality Journey • Quality Story • Seven Tools for Quality Control
Check Sheet and Control Charts:
• Check Sheet • Application • Advantages • Control Charts • Why use Control Charts?
Histogram, Pareto chart and Scatter Diagram:
• Histogram • Pareto Chart • Scatter Diagram
• Cost of Quality • Total Quality Costs • Importance • Elements of Quality Costs • How to Gather Quality Costs
Quality Improvement Strategies:
• Quality Improvement Strategies • Features • Deming Wheel • Zero Defects Concept • Benchmarking
• Six Sigma • Essentials of Six Sigma • Champions and Black Belts
Linking Quality Management and Risk Management:
• Quality Management • Quality Management and Risk Management • Methodology of Integrating Risk Management in Quality Management • Three main Types of Operational Risks • Critical Elements of Risk Management • Risk Assessment • Summary
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