Details
Quality management is an integral part of the functioning of many businesses and organisations, both small and large, around the world. Of all quality management system regimes, the ISO 9000 family of standards is probably the most widely implemented worldwide. This free online Diploma course will introduce the learner to the whole area of quality management, standards such as ISO 9000 and its specifications and costs. Topics such as Cost of Quality and what tools are used in Total Quality Management are covered in more detail. The Cost of Quality is a term that's widely used and widely misunderstood. It isn't about the cost of creating a quality product or service, rather it's the cost of not creating a quality product or service. Popular TQM tools include Checklists, Fishbone Diagrams, Histogram Charts, PDCA Cycle and Pareto Diagrams. Any business with high service quality will meet customer needs while remaining economically competitive. In this free online course you will learn what service quality means and how it can be applied within service industries. You will learn more about the practices and procedures that can be used to improve customer satisfaction. This free Diploma course will be of great interest to all quality management professionals who would like to learn more about the application of quality management within an organisation, and to all learners who are interested in developing a career in the area of quality management.
CERTIFICATIONTo qualify for your official ALISON Diploma, Certificate or PDF you must study and complete all modules and score 80% or more in each of the course assessments. A link to your Diploma certificate will then appear under the My Certificates heading of your My Account page.
LEARNING OUTCOMESHaving completed this course the learner will be able to: - Describe an overview of Quality Management; - Define Total Quality Management; - Describe Quality specifications and costs; - Explain Total Quality Management tools and external benchmarking; - Describe and explain ISO 9000; - Explain service quality management; - Describe Six Sigma Quality; - Define what Total Quality Management is; - Describe what cost of quality means and how it is measured; - Describe in detail how the ISO 9000 and QS 9000 standards function; - Describe the tools of Total Quality Management; - Describe quality measurement in service industries; - Describe the role of Six Sigma quality systems; - Define what Service Quality is; - List examples of service industries; - Explain the "moment of truth" in service; - Describe customer acceptance criteria; - Define the dimensions of service quality (reliability and responsiveness); - Describe what is meant by customer satisfaction; - Explain what the service quality gap means;
Outline
Module 1: Introduction to Quality Management
Module 2: Diploma in Quality Management - First Assessment
Module 3: Understanding Cost of Quality and TQM Tools
Module 4: Diploma in Quality Management - Second Assessment
Module 5: Introduction to Quality Standards
Module 6: Diploma in Quality Management - Third Assessment
Module 7: Service Quality for Service Industries
Module 8: Diploma in Quality Management - Fourth Assessment
Module 9: Diploma in Quality Management - Final Assessment
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