Quality Management Foundations

Learn how to properly manage quality in your company. Explore major frameworks, tools, and strategies that you can leverage to enhance your quality management approach.

Introduction

• Quality isn't an accident

1. Understanding Quality

• A definition of quality
• Functional views of quality
• The supply chain's view of quality

2. Frameworks for Quality Management

• Deming's 14 points
• Juran's planning for quality
• Crosby's "quality is free"
• The Baldrige Excellence Framework
• The Gap Framework
• ISO 9000
• SERVQUAL

3. Tools for Quality Management

• Pareto analysis
• House of quality
• Root cause analysis
• Lean quality methods
• The six sigma method
• Total quality management

4. Quality Strategies

• The voice of the customer
• Benchmarking
• Measuring the cost of quality

Conclusion

• Consistently seek quality