10102133Quality Management
Course Information
Description
Build and refine operational management skills, to solve business problems with use of data analysis and research tools. Recommend strategies, and tactics, to improve and exceed customer expectations and apply tools to “listen to the customer.” Tools include quality systems and continuous improvement, as well as Lean, Six Sigma, ISO, CQI, with an emphasis on their application to improve business processes.
Total Credits
3
Course Competencies
  1. Demonstrate the use of data analysis and research tools to support operational improvements.
    Assessment Strategies
    Written Product
    Case Study
    Presentation
    Scenario Response
    Criteria
    the components of the RED model are used to evaluate data sources, participants' interests and positions.
    online data sources are evaluated with ABCDE/CRAPP methodology.
    RED model is applied to case studies.
    decision-making and problem solving steps are applied to case studies.

  2. Identify process and customer experience improvements supported by research and application of trends.
    Assessment Strategies
    Written Product
    Case Study
    Presentation
    Scenario Response
    Criteria
    research is completed utilizing current literature, online sources, and/or professional organizations to determine current trends impacting operational efficiencies, customer experience and customer expectations.
    trends are cascaded to identify tactical operational impacts.
    characteristics of best companies to work for are cascaded to identify tactical operational impacts.
    a written plan is developed to stay current with trends.

  3. Explore tools to "listen to the customer", improve, and exceed customer expectations.
    Assessment Strategies
    Written Product
    Case Study
    Presentation
    Scenario Response
    Criteria
    Kano model is applied to common products and services.
    tools are developed to "listen to the customer".
    customer "touch points" and tools used to "listen to the customer" are identified.
    data collection points and tools are identified and aligned with the SIPOC model.

  4. Summarize quality systems and continuous improvement tools including Lean, Six Sigma, ISO, and TQM.
    Assessment Strategies
    Written Product
    Case Study
    Presentation
    Scenario Response
    Criteria
    an outline includes primary goals and outcomes of Lean, Six Sigma, ISO, and TQM.
    quality terms for Quality Systems/Approaches are matched with definitions
    the pros and cons of Lean, Six Sigma, ISO, and TQM are outlined.

  5. Collect and analyze data utilizing process improvement tools.
    Assessment Strategies
    Written Product
    Case Study
    Presentation
    Scenario Response
    Criteria
    case study data is used to apply affinity diagram, check sheet, histogram, cause and effect, run chart, scatter diagram, and Pareto diagram to develop improvement plans.
    decision matrices are developed and used to develop improvement plans.

  6. Develop tactical plans to improve self, processes, customer ratings, and customer experience.
    Assessment Strategies
    Written Product
    Criteria
    case study data and research is used to develop tactical plans to improve customer ratings, and customer experience.
    case study data and research is used to develop tactical plans to improve a process.
    customer facing skills and customer resolution process are practiced.
    Tactical plans are developed to appreciate diversity and foster inclusion.
    Change is presented persuasively.

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This Outline is under development.