In Total Quality Management Principles you will build on the fundamentals by examining the principles of customer satisfaction and quality teamwork. It teaches the importance of training and motivation, performance excellence and shared quality, as well as the first steps in implementing an improvement process. This curriculum is aimed at all individuals who wish to input to and improve quality within their organization.
Training Avaliability and Delivery
This is primarily online training
This is an online eLearning or CBT training program
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This curriculum is aimed at all individuals who wish to input to and improve quality within their organization.
Topics
Unit 1: Customer Focus and Teamwork
Recognize aspects of the relationship between internal and external customers.
Identify five quality checkpoints for customer satisfaction.
Recognize how to develop a customer needs map.
Identify the four stages of team development.
Identify ways to manage team conflict.
Simulation Overview:
In this simulation, you are a Marketing Manager at Icon International. You've called a meeting to try to turn around the results of a recent poll by a leading financial media organization, which found it was bottom of the customer satisfaction table. In response to this, you've set up a focus group to ensure that Icon is in the top 10 for next year's poll. You hope that a small focused team will help to solve the issue of customer dissatisfaction and bring customer needs to the forefront of Icon's agenda. Revenue is also down by 50 and you're worried that this will further diminish your position in
Objectives
Recognize how to develop a customer needs map.
Identify the four stages of team development.
Identify steps in developing a methodology for process improvement.
Identify steps for generating a quality planning roadmap.
Identify guidelines for developing a training plan for quality.
About Serebra Learning Corporation - Training Provider
Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1,825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...
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