• Introduction to Production, Operation and Customer Satisfaction
• Operation Management
• Concept of Customer Satisfaction
Principles and Concepts of TQM:
• Total Quality Management (TQM)
• Improving the Quality of an Organization
• Principles and Concepts of TQM
• TQM Pyramid
• Leadership - Management’s Commitment
• Continuous Improvements
• Everybody’s Participation
Quality Management Systems:
• Quality Management Systems
• Quality Manual
Tools for Quality Journey:
• Tools for Quality Journey
• Quality Story
• Seven Tools for Quality Control
Check Sheet and Control Charts:
• Check Sheet
• Control Charts
• Why use Control Charts?
Histogram, Pareto chart and Scatter Diagram:
• Pareto Chart
• Scatter Diagram
• Cost of Quality
• Total Quality Costs
• Elements of Quality Costs
• How to Gather Quality Costs
Quality Improvement Strategies:
• Quality Improvement Strategies
• Deming Wheel
• Zero Defects Concept
• Six Sigma
• Essentials of Six Sigma
• Champions and Black Belts
Linking Quality Management and Risk Management:
• Quality Management
• Quality Management and Risk Management
• Methodology of Integrating Risk Management in Quality Management
• Three main Types of Operational Risks
• Critical Elements of Risk Management
• Risk Assessment
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