Quality Control and Performance Improvement
★★★★★ (from 67 reviews)
Upon completion of the course, participants will be able to develop and implement strategies for quality control and performance improvement in their organization.
Quality Control and Performance Improvement
This course focuses on methods for controlling quality and improving performance in the workplace. Participants will learn about various management tools, such as Total Quality Management (TQM),Six Sigma, Lean Manufacturing and Process Mapping, which can help identify areas of improvement and create strategies to reach desired levels of quality and operational efficiency. The course also covers root cause analysis techniques and problem-solving strategies that aid in finding cost-effective solutions. Additionally, it examines the importance of customer service with regard to increasing customer satisfaction while reducing rework or waste costs.
At the end of the course, participants should be able to evaluate processes using statistical process control charts; develop a plan for implementing TQM principles in their organization; use process mapping and flow analysis techniques to identify opportunities for improvement; apply root cause analysis techniques to solve problems; and develop customer service strategies that result in increased customer satisfaction.
• Explain the principles of Total Quality Management (TQM)
• Identify best practices for developing and utilizing Six Sigma methods in an organization
• Understand the basics of Lean Manufacturing processes and how to use them effectively
• Create process maps that accurately reflect how work is done in their organization
• Utilize flow analysis techniques to identify areas for improvement
• Describe various root cause analysis tools and when they should be used
• Develop creative problem-solving strategies that result in efficient, cost-effective solutions
• Utilize statistical process control charts to monitor, analyze, and control performance of a process
• Implement customer service strategies to increase satisfaction while reducing costs.
Course topics include:
Total Quality Management (TQM) principles:
In this module, participants will learn about the importance of Total Quality Management (TQM) principles and their ability to improve operational efficiency. Participants will be introduced to the 4 major components of TQM – customer focus, management commitment, team-based problem solving, and continuous improvement – and how they can be used to identify areas for improvement and create strategies to reach desired levels of quality and operational efficiency.
Six Sigma methods:
This module introduces participants to Six Sigma methodologies which are designed to help organizations achieve near perfect performance by using statistical analysis tools. Participants will learn about the DMAIC cycle (Define, Measure, Analyze, Improve and Control), as well as six sigma tools such as process mapping, flow charting and root cause analysis. This module also covers the importance of measuring process performance, understanding customer requirements and making data-driven decisions.
Lean Manufacturing processes:
In this module, participants will learn about Lean Manufacturing principles and how they can be used to reduce waste and increase operational efficiency. Participants will be introduced to the 7 Wastes (transportation, inventory, motion, waiting, over-processing, overproduction and defects) as well as Lean principles such as Kanban and Just in Time (JIT).
Process Mapping and Flow Analysis:
This module introduces participants to process mapping which is a tool for creating visual representations of current processes with the aim of improving them. Participants will learn how to create process maps that accurately reflect how work is done in their organization and use flow analysis techniques to identify areas for improvement.
Root Cause Analysis Techniques:
This module covers root cause analysis techniques which can be used to determine the underlying causes of problems, failures or defects. Participants will learn about various tools including the 5 Whys Technique, Fault Tree Analysis and Ishikawa Diagrams that can help identify root causes and create effective solutions.
In this module, participants will learn how to develop creative problem-solving strategies that result in efficient and cost-effective solutions. Topics covered include brainstorming techniques, process mapping and flowcharting, as well as decision tree analysis.
Statistical Process Control Charting:
This module introduces participants to statistical process control charts which are used to monitor, analyze and control the performance of a process. Participants will learn how to develop and interpret process control charts, as well as identify and respond to significant changes in the data.
Customer Service Strategies for Increased Satisfaction and Reduced Costs:
In this module, participants will learn about customer service strategies that can be used to increase customer satisfaction while reducing costs. Topics include understanding customer needs, developing effective communication techniques, creating customer loyalty programs, and utilizing feedback surveys.
The goal of this course is for participants to gain an understanding of TQM principles, Six Sigma methods, Lean Manufacturing processes, Process Mapping and Flow Analysis techniques, Root Cause Analysis Techniques, Problem-solving Strategies, Statistical Process Control Charting, and Customer Service Strategies for Increased Satisfaction and Reduced Costs. Participants will leave this course with the knowledge and skills required to apply TQM principles to improve the efficiency of their organization’s operations. By incorporating these techniques into daily operations, participants will be able to identify areas for improvement, create strategies to reach desired levels of quality and operational efficiency, and increase customer satisfaction while reducing costs. Ultimately, this will give organizations a competitive edge in the marketplace by providing a high level of quality service that is cost-effective.
The course will be conducted via lectures, interactive discussions, case studies, group activities and hands-on exercises designed to provide practical application of the concepts discussed. Attendance is mandatory in order to receive credit for completion of the course.
Upon completion of the course, participants will be able to develop and implement strategies for quality control and performance improvement in their organization. In addition, they will gain a greater understanding of the importance of customer service and be better prepared to improve customer satisfaction while controlling costs.
★★★★★ “I attended the Total Quality Management course and found it to be extremely helpful. The course provided an in-depth look at TQM, Six Sigma, and Lean Manufacturing processes as well as Process Mapping and Flow Analysis techniques. I was able to apply what I learned right away in my own organization with great success. Highly recommended!” – Brian F.
★★★★★ “The course offered through this program was very comprehensive and extremely valuable. I found the instructors to be knowledgeable, organized and engaging. The information provided was well presented and easy to understand. Highly recommended!” – Lisa B.
Total Quality Management (TQM): A management approach which focuses on continuous improvement of quality in all areas of an organization.
Six Sigma: A set of strategies, tools and techniques used to reduce defects and improve process performance.
Lean Manufacturing: A production practice that seeks to reduce waste and maximize efficiency.
Process Mapping and Flow Analysis: Techniques used to document processes and analyze the flow of materials, information or people within a system.
Root Cause Analysis: A problem-solving technique used to identify the underlying causes of an issue.
Problem-solving Strategies: Techniques and methods used to identify and resolve problems in an efficient and effective manner.
Statistical Process Control Charting: A graphical tool used to monitor process performance.
Customer Service Strategies for Increased Satisfaction and Reduced Costs: Techniques aimed at improving customer service while controlling costs.
Continuous Quality improvement Efforts: These are ongoing efforts to identify, analyze and improve the quality of services and products.
Outcome Measures: These are indicators of success used to measure progress towards organizational objectives.
Quality Assurance and Performance Improvement: This is a process for monitoring, evaluating and improving the quality of services provided within an organization.
Healthcare Organizations: These are organizations that provide health-related services. This includes hospitals, clinics and other institutions that provide medical care to patients.
Indicator: An indicator is a measure used to assess performance or progress towards a goal.
Intervention: An intervention is an action taken in order to achieve a desired result or outcome.
Organizational Effectiveness: This is a measure of how well an organization is performing in meeting its goals.
Systematic: This refers to a process that follows logical steps and has specific objectives in mind.
Public Health: Public health is concerned with the health of populations, rather than individual patients. It involves preventive measures, health education, and the promotion of healthy lifestyles.
Performance Management: This is a process that involves setting objectives, measuring performance, and making adjustments in order to achieve desired results.
Quality of Care: Quality of care refers to the degree to which healthcare services meet accepted standards of practice.
Process Measures: These are measures used to track the progress of a process and identify areas for improvement.
Organizational Performance: This is a measure of how well an organization is meeting its goals and objectives.
Accreditation: Accreditation is a process by which healthcare organizations are evaluated on their quality and performance against standards set by accrediting bodies.
Improvement Plan: An improvement plan is a document used to outline goals and track progress towards improving performance.
Medicare: Medicare is a government-funded health insurance program for people aged 65 and over, as well as certain disabled individuals.
Outcomes of Care: Outcomes of care refer to the results of a medical intervention or treatment, such as improved patient health or satisfaction.
Data Collection: Data collection is the process of gathering information from various sources in order to analyze and draw conclusions.
Standards of Care: Standards of care refer to accepted guidelines for providing healthcare services that meet quality and safety standards.
Quality of Life: Quality of life is a measure of how people feel about their lives and the conditions in which they live.
Medicaid: Medicaid is a program funded by federal and state governments that provides health insurance coverage to low-income individuals and families.
Collection and Analysis: This involves collecting, organizing, analyzing and interpreting data in order to draw conclusions and make decisions.
Regulatory Requirements: Regulatory requirements are laws and regulations governing the delivery of healthcare services.
Service Delivery: Service delivery is the process of providing health care services to patients or clients.
Evidence Based: Evidence based practice involves using research-based evidence to inform decision making in order to improve outcomes.
Evaluation: Evaluation is the process of assessing the effectiveness and efficiency of a program, policy or practice.
Outreach: Outreach efforts are activities aimed at engaging individuals, organizations and communities in order to promote healthcare services.
Cost-Effectiveness Analysis: This involves analyzing costs and benefits of different interventions in order to determine the best option.
Research: Research is a process of collecting and analyzing data in order to develop new knowledge or improve existing knowledge.
Patient Safety: Patient safety refers to measures taken to ensure that patients receive safe, quality care.
Community Engagement: This involves working with local communities to identify health needs and develop strategies to address them.
Risk Management: Risk management is the process of identifying, assessing and managing risks associated with healthcare activities.
Technology: Technology encompasses the tools, systems and processes used in healthcare delivery. It includes both hardware (such as medical devices) and software (such as electronic health records).
Health Literacy: Health literacy is the ability to understand, use, and act on health information in order to make informed decisions about one’s own health.
Advocacy: Advocacy involves speaking out publicly or privately in support of a cause or policy to influence decision makers or opinion leaders.
Continuous Quality Improvement: Continuous quality improvement (CQI) is an ongoing process of measuring, assessing and improving performance in order to achieve desired results.
Change Management: Change management is the process of managing change and addressing challenges that arise during organizational transformation.
Strategic Planning: Strategic planning is the process of setting goals, creating plans to achieve them and assessing progress.
Performance Improvement: Performance improvement refers to activities and initiatives designed to improve outcomes by increasing efficiency, effectiveness or quality of services.
Organizational Development: Organizational development (OD) involves implementing strategies for improving organizational performance through changes in culture, structure and processes.
Data Management: Data management is the process of collecting, storing, organizing and analyzing data for use in decision making.
Workforce Development: Workforce development refers to activities designed to expand the skills and competencies of healthcare professionals in order to meet current and future needs.
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