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Team-Builder Training Solution: Keeping the Promise ® of Quality Products and Services Click Here for Fees / Enrollment |
Curriculum Description
Each lesson has a specific Learning-Competency Objective.
Each lesson has a specific Learning-Competency Objective.
Keeping the Promise ® of Quality Products and Services describes the essential fundamentals for
maintaining quality standards and also provides insight into effectively
modeling QM values in a business or NP culture.
QM and the Zero Defects Attitude
A Zero Defects Attitude is not just a concept for eliminating defects in a product or service;
it is an attitude of the heart. Similar to the “pride of workmanship,” it represents a desire to do things right,
every time we take action. It is not an attempt to achieve perfection but a commitment to make each customer’s
experience as close to what was promised as possible.
Lesson 101: QM and Leadership
This lesson describes the Eight Attributes of a Quality Manager
and how they affect our leadership in real-life tasks.
Learning-Competency Objective: The learner will gain specific knowledge of the
Eight Attributes of a Quality Manager as a foundation for understanding all other course objectives.
Lesson 102: Learn the Essentials of QM
This lesson is divided into three parts: 1. QM Methods, 2. QM Values and 3. Having Reasonable
Discussions in a QM Environment. The history and language of QM are described as well
as the practical fundamentals of managing quality.
Learning-Competency Objective: The Learner will gain specific knowledge of QM methods,
values and language that will enable learning through the remainder of the course lessons.
Lesson 103: QM and Profitability
This lesson describes the guiding economic principles of Quality Management and how to achieve "complete profitability"
in both business and nonprofit venues.
Learning-Competency Objective: The learner will gain specific knowledge of how
quality is connected with and controls profitability in either a for-profit or a nonprofit venue.
Lesson 104: Commit to Personal Excellence
Success greatly depends upon a person's ability
to perform with excellence. In QM our goal is to make a reasonable
promise to every customer based upon our ability to perform with excellence.
This lesson demonstrates how inspiration and planning can improve effectiveness.
Learning-Competency Objective: The Learner will gain specific knowledge of
how to define and achieve reasonable standards for excellence.
Lesson 105: Press Toward Continuous Improvement
Setting productivity standards should be guided by our
knowledge of the people who are to perform on our behalf. This lesson describes
the three streams of QM motivation and how to establish and achieve reasonable
standards for quality.
Learning-Competency Objective: The Learner will gain specific knowledge of
human motivation in the workplace and how to increase productivity and prevent errors.
Lesson 106: Measure Your Performance Accurately
Performance is measured in money and human values,
especially when things go wrong. This lesson describes how to accurately
calculate the cost of quality, improve customer satisfaction and recover lost profitability.
Learning-Competency Objective: The Learner will gain specific knowledge
of how to identify and define obstacles to workplace efficiency and calculate the costs to eliminate them.
