Module 400: Quality and Process Management
400.1 Quality Strategies
400.1.1 Discuss why quality planning is important
400.1.2 Identify the leadership skills needed for quality management
400.1.3 Discuss quality as a strategy along with costs of quality and core competencies
400.1.4 Define the quality strategy process
400.1.5 Discuss the Hoshin planning process for quality deployment
400.1.6 Relate quality to price, cost, productivity, profitability, and the environment
400.1.7 Discuss the role of quality in the supply chain strategy
400.2 Quality Perspectives and Theories
400.2.1 Define quality from the viewpoints of product and service quality dimensions
400.2.2 Understand the differing functional perspectives on quality from supply chain, engineering, operations, strategic management, marketing, finance, and human resource perspectives
400.2.3 Discuss the major spheres of quality in terms of quality assurance, quality control, and quality management
400.2.4 Discuss quality from the value-added and contingency perspectives
400.2.5 Discuss the quality theories from the viewpoints of Deming, Juran, Ishikawa, Feigenbaum, Crosby, and Taguchi
400.2.6 Present quality from an integrated viewpoint, including a framework for quality management
400.3 Quality Tools and Techniques
400.3.1 Discuss the Ishikawa's basic seven tools of quality, such as process maps, check sheets, histograms, scatter diagrams, control charts, cause and effect diagrams, and Pareto charts
400.3.2 Discuss the seven new tools for quality improvement, such as affinity diagram, interrelationship digraph, tree diagram, prioritization grid, matrix diagram, process decision program charts, and activity network diagram
400.3.3 Discuss other tools for performance measurement, such as spider charts, balanced scorecards, and dashboards
400.3.4 Define and organize for six-sigma philosophy
400.3.5 Understand the six-sigma process in terms of phases, such as define, measure, analyze, improve, and control (DMAIC) dimensions
400.3.6 Discuss the Taguchi's Design of Experiments from a quality engineering perspective
400.3.7 Learn how to design for six-sigma and understand the reasons for its failures
400.4 Product Quality
400.4.1 Learn how to design products for quality and discuss the steps in the product design and development process
400.4.2 Understand how to translate the customer requirements into functional design of a product using quality function deployment (QFD) method
400.4.3 Learn how to use technology (CAD/CAM/CAI/CAT) and prototyping (basic, paper, working) in the design and development of a product
400.4.4 Discuss the concurrent engineering concept
400.4.5 Describe the phases of the product life cycle, including the design approaches to manufacturing, maintainability, reliability, and environment
400.5 Service Quality
400.5.1 Distinguish between service quality issues and product quality issues
400.5.2 Understand what types of services customers want
400.5.3 Explain the tools used to measure service quality, such as SERVQUAL and gap analysis
400.5.4 Understand how to design and improve service transactions, including services blueprints, moments-of-truth, Poka-Yoke, and service transaction analysis
400.5.5 Understand the concept of the customer benefits package (CBP)
400.5.6 Discuss the various propositions in service quality management
400.6 Supplier Quality
400.6.1 Understand the economic concept of the value chain
400.6.2 Identify the approaches to supplier partnering, including sourcing decisions and supplier audits
400.6.3 Identify the approaches to supplier development that a buyer undertakes, including supplier awards, relationships programs, and ISO/TS 16949 standards
400.7 The Voice of the Customer
400.7.1 Define customer-driven quality
400.7.2 Learn how to listen to the voice of the customer, including actively and passively solicited customer-feedback approaches
400.7.3 Understand how to manage the customer retention and loyalty factors
400.7.4 Discus the major components of a customer-relationship management (CRM) process
400.8 Quality Control Practices
400.8.1 Define statistical thinking and statistical quality control
400.8.2 Understand the process control charts
400.8.3 Understand the attribute charts
400.8.4 Discuss the quality reliability models such as series and parallel reliability, and know how to measure the reliability using statistics such as MTTF, MTBF, and MTTR
400.9 Quality Improvement Practices
400.9.1 Discuss the various quality improvement awards from the American way, the Japanese way, the European way, and the Chinese way
400.9.2 Discuss employee empowerment and involvement as a part of quality improvement program
400.9.3 Explain the roles and responsibilities of teams in quality.
400.9.4 Differentiate between individual learning and organizational learning as a part of quality improvement program
400.9.5 Discuss the building blocks for the system of quality improvement in terms of people, learning and knowledge, culture, closeness to customers, and information and finance
400.9.6 Learn how to validate the quality system either internally through quality audits or externally through quality awards
400.10 Process Management Practices
400.10.1 Define a process
400.10.2 Identify the key processes in a firm
400.10.3 Describe the traits of a functional organization and a process-oriented organization
400.10.4 Describe the benefits of a process-oriented organization
400.10.5 Discuss how well-managed processes create value and generate customer satisfaction
400.10.6 Understand the need for business process benchmarking, including training, baselining, and reengineering
