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This is a bundled training package. It contains training for each of the bundled items below:

Course Price
Quality Systems, Models, and Theories $74.95
Problem-Solving and Process Management Tools $74.95
Measurement: Assessment and Metrics $74.95
Customer-Focused Management $74.95
Supply Chain Management $74.95
Training and Development $74.95

Bundle Price: $219.00
Total Savings: $230.70

Quality Systems, Models, and Theories

The implementation of an effective quality system is a vital component of the success of any organization. Personnel at all levels in an organization must be aware of the quality mission, plan, and methodology it employs. A quality mission and plan that is well developed and properly implemented must be aligned to the corporate mission and vision statements and the strategic plan in order to be effective. As an organization evolves, its quality plan must be monitored and revised in order to reflect these changes. This course explores the quality mission, plan, and methodologies and discusses the importance of effective monitoring, documentation, and implementation. It examines various quality models and theories used in corporations today.

Learning Objectives
  • Sequence the succession of activities involved in developing a quality mission
  • Identify what a quality plan should define
  • Recognize examples of the roles involved in deploying a quality plan
  • Recognize examples of metrics supported by the balanced scorecard
  • Recognize examples of tools managers can use to review the effectiveness of their quality systems
  • Identify the MBNQA criteria categories for performance excellence
  • Match ISO 9000 series quality principles to examples
  • Identify the benefits of ISO 9001 registration and implementation
  • Identify the key elements required for effective TQM
  • Identify the characteristics of kaizen
  • Recognize examples of the steps involved in the benchmarking process
  • Identify what is emphasized in the Six Sigma methodology
  • Match quality theorists to their quality philosophies

Problem-Solving and Process Management Tools

Albert Einstein is reputed to have said, "The significant problems we face cannot be solved at the same level of thinking we were at when we created them." To solve quality and process-related problems, managers should continuously enhance their knowledge of organizational processes and quality management tools. These tools help managers find root causes of problems, an important step toward removing them. Success in ensuring quality and organizational excellence depends on how effectively managers apply these tools to solve quality and process-related problems. This course explores basic problem-solving and process management tools used for identifying, analyzing, and solving quality and process-related problems.

Learning Objectives
  • Match various quality tools with their descriptions
  • Identify key concepts about basic management and planning tools
  • Match various process management tools with their descriptions
  • Identify innovation and creativity tools used for solving quality and process problems
  • Recognize examples of quality costs in a given scenario
  • Identify how process goals are established and monitored and measured
  • Sequence the steps in process mapping
  • Match process documentation tools with their descriptions
  • Match Lean techniques for waste reduction, quality, and process flow to descriptions
  • Identify the principles of Goldratt's Theory of Constraints

Measurement: Assessment and Metrics

Were you ever in a situation where you started a new project and weren't sure of its effectiveness? Is your new process trending toward success or failure? These are questions that should be on the mind of every manager. An effective manager is continuously gathering, monitoring, and analyzing information as it relates to organizational performance. This course explores data analysis techniques used to detect trends of projects and processes. It describes key concepts in statistical analysis and explains how data-gathering affects the people in an organization and vice versa.

Learning Objectives
  • Match the three levels in the GQM measurement model to examples
  • Identify reasons for not using sampling to acquire data
  • Match the sampling types to the situations in which they should be used
  • Match key concepts of statistical analysis to descriptions
  • Match the three methods used to estimate reliability to their descriptions
  • Match the four main components of validity to their descriptions
  • Recognize situations when it is appropriate to use long-range or short-range trend analysis
  • Distinguish between common and special causes in variation
  • Identify key concepts involved in dealing with common cause and special cause variation
  • Recognize the capability of a process in terms of Cp and Cpk indices
  • Differentiate between subjective and objective measures
  • Recognize what's involved in analyzing and using survey results

Customer-Focused Management

Sam Walton, founder of Wal-Mart, is reputed to have said, "There is only one boss – the customer. And he can fire everybody in the company – from the chairman on down – simply by spending his money somewhere else." Effective quality management processes focus on the customer. In today's global marketplace, customers have more choices than ever before. To achieve success, it is vital for enterprises to accurately identify the wants, needs, and expectations of their customers. This course explores the relationship between the treatment of internal customers and the impact on external customers. It examines techniques used to identify and segment external customers, while anticipating customer priorities, needs, and expectations. Strategies for incorporating customer service principles are also analyzed.

Learning Objectives
  • Identify key concepts in the customer-supplier value chain
  • Identify a definition of quality level agreement (QLA)
  • Identify ways to energize internal customers
  • Sequence the steps in a process for working with external customers
  • Recognize examples of segmentation variables
  • Identify best practices in customer identification and segmentation
  • Identify the advantages and disadvantages of using surveys, interviews, and focus groups to capture the voice of the customer
  • Identify the steps involved in the QFD approach to capturing and translating customer requirements
  • Identify the characteristics of an effective complaint-handling system
  • Identify the steps involved in customer value analysis
  • Identify steps for improving customers' perceptions of quality customer service
  • Recognize examples of the core principles of good customer service
  • Identify how to manage multiple customers
  • Identify the ways of dealing with conflicting customer requirements and demands

Supply Chain Management

At what level are your suppliers performing? Are the relationships with your suppliers benefiting the organization? A quality-centered relationship with a supplier can play a vital role in the success of organizations, providing a competitive advantage in today's aggressive global marketplace. Without sound performance measurement and communication strategies, the relationship between you and your supplier can quickly deteriorate. This course explores many aspects of the organization-supplier relationship, including supplier selection and communication strategies. The course also examines approaches to measuring supplier performance as a basis for improvement. It also looks at the importance of certification, partnerships, and alliances as they relate to the supplier relationship.

Learning Objectives
  • Identify examples of the actions involved in selecting suppliers
  • Recognize examples of rating categories commonly used to assess suppliers
  • Identify procedures for dealing with supplier communications
  • Identify how to ensure supplier compliance with organizational requirements
  • Match common measures of supplier performance with their associated metrics
  • Identify common measures of supplier performance
  • Identify factors involved in assessing the frequency of measuring supplier performance
  • Identify the objectives of supplier audits
  • Sequence steps in the evaluation of a corrective action plan for a supplier
  • Sequence the steps in the supplier certification process
  • Recognize the key concepts involved in process reviews and performance evaluations
  • Sequence steps in developing customer-supplier partnerships and alliances
  • Recognize the key concepts of ship-to-stock and just-in-time programs

Training and Development

The most valued resource of any organization is its people. In today's corporate landscape of technological advancement, employees must be trained to align with the strategic direction of the business. Managers of quality should know that improvements in workplace productivity contribute positively to the overall well-being of the organization. This course explores the importance of investing in human capital as a means of attaining strategic objectives. It delves into all aspects of corporate training, including the front-end needs analysis, and identifying effective design and development strategies. It also examines various ways to deliver training, and provides insight on how to accurately evaluate the impact training programs have on a company's bottom line.

Learning Objectives
  • Recognize problems that may arise in the absence of top-level management support of quality training
  • Identify the elements of an effective training plan
  • Recognize the benefits of training needs analysis
  • Recognize the phases and progression of a needs analysis
  • Match each phase in the ADDIE model with an example
  • Identify the characteristics of the adult learner
  • Identify where differences need to be accommodated in the workforce when delivering training
  • Recognize when to use traditional methods of delivering training
  • Recognize when to use technology-based, blended learning, or on-the-job methods of training
  • Match Kirkpatrick's four levels of evaluation to descriptions
  • Determine whether a training effort was a good return on investment
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Certified Manager of Quality Organizational Excellence Part 2 e-learning bundle
  • Course ID:
  • Duration:
    12 hours
  • Price: