Diploma in Quality Management System
Diploma in Quality Management System
Diploma in Quality Management System
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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.
CERTIFICATION
To 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 OUTCOMES
Having 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;
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1. Check sheet
The check sheet is a form (document) used to collect data
in real time at the location where the data is generated.
The data it captures can be quantitative or qualitative.
When the information is quantitative, the check sheet is
sometimes called a tally sheet.
The defining characteristic of a check sheet is that data
are recorded by making marks ("checks") on it. A typical
check sheet is divided into regions, and marks made in
different regions have different significance. Data are
read by observing the location and number of marks on
the sheet.
Check sheets typically employ a heading that answers the
Five Ws:
2. Control chart
Control charts, also known as Shewhart charts
(after Walter A. Shewhart) or process-behavior
charts, in statistical process control are tools used
to determine if a manufacturing or business
process is in a state of statistical control.
If analysis of the control chart indicates that the
process is currently under control (i.e., is stable,
with variation only coming from sources common
3. Pareto chart
5.Ishikawa diagram
Ishikawa diagrams (also called fishbone diagrams,
herringbone diagrams, cause-and-effect diagrams, or
Fishikawa) are causal diagrams created by Kaoru
Ishikawa (1968) that show the causes of a specific event.
[1][2] Common uses of the Ishikawa diagram are product
design and quality defect prevention, to identify potential
factors causing an overall effect. Each cause or reason for
imperfection is a source of variation. Causes are usually
grouped into major categories to identify these sources of
variation. The categories typically include
People: Anyone involved with the process
Methods: How the process is performed and the
specific requirements for doing it, such as policies,
procedures, rules, regulations and laws
Machines: Any equipment, computers, tools, etc.
required to accomplish the job
Materials: Raw materials, parts, pens, paper, etc.
used to produce the final product
Measurements: Data generated from the process
that are used to evaluate its quality
Environment: The conditions, such as location,
time, temperature, and culture in which the process
operates
6. Histogram method