Quality Management for Business Excellence (Accredited)

Explore the quality management system and its role in delivering product and service quality, guided by ISO 9001 from design to dispatching to satisfy clients.

Explore the ISO 9001:2015 standard, its history, and how the quality management system delivers consistent products and services, with an overview of 9000, 9001, and 9004 guidance.

Explore ISO 9001:2015 clauses 1–4, covering scope, normative references, and terms, then apply clause 4 to understand the organization, stakeholders, and define the quality management system scope.

Delve into ISO 9001:2015 clause 8 on operation, covering planning and control, requirements for product and service, design and development, supplier management, product provision and release, traceability, and non-conforming outputs.

Explore ISO 9001:2015 clauses 9 and 10 within the PDCA cycle: monitor, measure, and analyze performance; conduct internal audits and management reviews; and drive continual improvement through corrective actions.

Implement ISO 9001:2015 by engaging everyone, including leadership, to follow quality processes in the quality management system, seek improvement, and cultivate a culture of quality through training, resources, and communication.

Explore how quality gurus shape quality thoughts through foundational principles and enduring concepts. Focus on Deming, Juran, Crosby, and the early influence of Shewhart’s control charts.

Explore Edwards Deming, a key quality guru whose work helped postwar Japan and inspired the Deming Prize. Learn his contributions, including the system of profound knowledge, the red bead experiment, common and special cause variation, the PDCA to PDSA cycle, and the 14 points of management.

Deming's 14 points of management guide long-term quality improvement by creating constancy of purpose, adopting the new philosophy, ceasing dependence on inspection, and building long-term supplier relationships.

Deming's 14 points of management, part 2, cover continuous improvement of production and service, on-the-job training, institute leadership, and driving out fear to enable open communication and better quality.

Apply Deming's 14 management principles by breaking down department barriers, forming cross-functional teams, and focusing on systemwide quality, training, and continuous transformation.

Explore Joseph Juran's role in quality management, featuring Juran's Quality Handbook as foundation and the quality trilogy—planning, control, and improvement—plus Pareto principle of 80% problems from 20% causes to prioritize.

Explore Juran's quality trilogy: quality planning, quality control, and quality improvement—and see how customer needs drive an ongoing quality management cycle.

Explore Philip Crosby, the zero-defects guru and author of Quality is Free, and examine his four absolutes: conformance to requirements, prevention, zero defects, and the price of non-conformance.

Discover the four absolutes of quality: conformance to requirements, prevention over detection, zero-defect performance standards, and measuring quality by the cost of nonconformance.

Explore Ishikawa's fishbone diagram for root cause analysis and Taguchi's robust design. See Feigenbaum's total quality control, Shingo's JIT and poka yoke, Shewhart's control charts, and Ohno's kanban.

Explore seven basic quality tools and techniques, with a brief introduction to Lean and Six Sigma, for improving processes and product quality.

Explore the seven basic quality tools, including fishbone diagrams, check sheets, control charts, histograms, Pareto charts, scatter diagrams, and stratification, and apply Ishikawa’s approach to solve problems and improve processes.

Explore the cause and effect diagram, also known as the fishbone or Ishikawa diagram, to brainstorm and identify root causes across machine, method, measurement, environment, management, and people.

Learn how a check sheet serves as a structured data collection tool, not a checklist, using real-time defect counting on bottles and shoes to identify problem areas.

this lecture introduces the control chart to monitor data over time, distinguish common and special causes, and act when measurements exceed control limits, with x-bar r and run charts.

Discover how a histogram reveals the shape and spread of data distributions, using examples like call center times and restaurant tips, and learn to create histograms with Excel.

Apply Pareto chart analysis to prioritize defects, using the 80/20 principle to focus on the most impactful issues like loose cap and label and drive quality improvements.

Learn how a scatter diagram shows the relationship between two variables, such as glue amount and joint strength or distance and delivery time, using x and y axes in Excel.

Split data into smaller groups to understand the problem more clearly and identify root causes. Stratification shows how subgroups, such as treatment type or age group, reveal different issues.

Explore run charts, which plot individual data over time to show patterns without control limits, flow charts that map process steps, and a brief intro to Lean and Six Sigma.

Explore lean and Six Sigma, focusing on eliminating waste and reducing defects, and build skills with seven and nine tools rooted in Toyota's TPS and Motorola's 1986 initiative.

Lean reduces waste to deliver customer value by value stream mapping, just-in-time, and kaizen, while highlighting eight wastes and applying 5s for organized workspaces.

Explore the seven basic quality tools, run charts and flow diagrams, and lean and Six Sigma concepts using DMAIC to identify and reduce waste for improvement.

Explains how to measure the effectiveness of quality initiatives by examining the cost of quality, quality performance indicators, and external quality awards.

Learn to distinguish visible and invisible costs of quality using the iceberg analogy, and apply the four components: prevention, appraisal, internal failure, external failure, to optimize budget decisions.

Analyze the four cost of quality components—prevention, appraisal, internal failure, and external failure—and learn how investing in prevention and appraisal reduces internal and external failure costs.

Discover how to measure quality performance with metrics and indicators, including customer satisfaction, defect rate, first pass yield, return rate, on-time delivery, and warranty claims.

Discover how external quality awards like the Malcolm Baldrige National Quality Award, Deming Prize, and EFQM use criteria, self-assessment, and audits to drive improvement and enhance reputation.

Trace the evolution of quality from Garvin's eight dimensions to ISO 9001, and learn to apply basic quality tools, measure success, and pursue continuous improvement through a QMS.