Managing for Quality | Madison College Outline of Instruction

10185110 Managing for Quality

Course Information

Description

The learner will be introduced to the fundamentals of continuous improvement and the role of quality systems in today's competitive marketplace. The learner will develop a system-focus through exploring the principles, models, and tools of Lean, Six Sigma, and ISO. Each learner will demonstrate systematic problem solving, data based decision-making, and process controlling by utilizing cause analysis tools, data collection and analysis tools, and evaluation and decision making tools.

Total Credits

Course Competencies (Course Outcomes)

Develop philosophy of quality

Criteria

you analyze the the quality approaches of Deming, Juran and Crosby

you analyze various definitions of quality held by members of their organization

you develop a definition of quality that includes the elements of customer focus, continuousimprovement and systematic approach

you identify factors that may influence approach to quality in the future
Identify internal and external customer and supplier relationships within a process

Criteria

you identify 3 internal customer/supplier relationships in their organization

you identify the product(s) and/or service(s) provided by the supplier to the customer in each ofthe internal customer/supplier relationships

you identify one external supplier relationship from their organization

you identify the product(s) and/or service(s) provided by the external supplier and to the externalcustomer
Apply strategies for identifying and meeting or exceeding customer expectations

Criteria

you identify the needs/expectations of internal and external customer(s)

you explain the consequences of failing to meet the internal customers needs

you explain the concept of "must-be-quality" from the Kano Model

you explain the concept of "one-dimensional quality from the Kano Model

you explain the concept of "attractive quality" from the Kano Model
Apply a systems focus approach to continuous improvement efforts

Criteria

you summarize a systems view of a process

you identify the steps in process completion

you identify points of unnecessary, after-the-fact inspections in a process

you identify decision points in a process

you identify "roadblocks" in a process

you identify unnecessary steps in a process

you identify improvements to a process
Utilize the Seven Step problem solving and PDCS/PDSA models for continuous improvement

Criteria

you explain the PDSA model for system improvement

you compare systematic process improvement to sporadic change

you demonstrate improvement implementation

you distinguish between when to apply the PDSA/PDCA and the Seven Step Problem Solving models

you provide examples of results data that will be used to assess results of improvement efforts

you identify appropriate steps of improvement efforts
Demonstrate the use of process improvement tools

Criteria

you demonstrate the creation of an operational definition

you demonstrate the use of process flow diagrams

you demonstrate the use of a "Cause-Effect" diagram

you demonstrate the use of checksheets

you demonstrate the use of run charts

you demonstrate the use of pareto charts

you demonstrate the use of histograms

you demonstrate the use of average and range (X-R) charts

you demonstrate the use of scatter diagrams
Utilize statistics to analyze the output of a process

Criteria

you summarize the three measures of central tendancy

you analyze the benefits and limitations of each measure of central tendancy

you summarize the three measures of variability

you analyze the benefits and limitations of each measure of variability

you summarize the characteristics of a normal curve

you examine non-normal distributions and potential causes

you examine the implications of the Central Limit Theorem

you explain the difference between common cause and special cause variation

you examine the source of control chart interpretation rules

you differentiate between independent and dependent variables

you predict the value of a dependent variable for a given value of independent variable
Utilize the seven quality management and planning tools

Criteria

you explain the seven quality management and planning tools

you demonstrate the affinity process

you explain the relationship of variables using an interrelationship diagraph

you demonstrate a tree diagram identifying operational objectives
Identify the foundations of Lean

Criteria

you identify the eight wastes

you differentiate between value-added and non-valued added

you explain the concept of vision

you identify the importance of each each "s"

you compare the value of completing a value stream map vs. a process map
Describe the basic concepts of ISO

Criteria

you define the purpose of the International Organization of Standards

you explain the basic concepts of ISO9000, ISO9001, ISO9004, and ISO14001

you compare the benefits and challenges of ISO certification
Identify the key principles and tools of Six Sigma

Criteria

you define the foundational principles of Six Sigma

you differentiate between DMAIC, Seven Step Problem Solving and the PDCA/PDSA models and their appropriate application

you review the use of histograms, Pareto diagrams, run charts, control charts, cause and effect, flowcharting, and business process mapping

you explain the relationship root cause analysis, corrective action, and ongoing data collection

you summarize the goalpost approach to quality

you explain the use of Quality Functional Deployment and SIPCOSs to hear the Voice of the Customer
Develop a quality improvement plan for your individual areas of responsibility

Criteria

you develop a plan to implement three key concepts of ISO in an organization that is not ISO certified

you develop a plan to implement three key concepts of Lean in an organization that is not practicing Learn

you develop a plan to implement three key concepts of Six Sigma in an organization this not practicing Six Sigma

This Outline is under development.