Description

Concepts

• Quality Definitions  & Historic Development (pioneers contribution)
• Key Elements of Total Quality
• Relationship between Quality & Competitiveness

Quality Culture

• Quality Culture vs. Traditional Cultures
• Activating  and Facilitating the Change
• Establishing and Maintaining a Quality Culture

The Customer Focus

• Understanding Customer-Defined Quality
• Identifying Customer Needs
• Communicating with Customers
• Customer Satisfaction Process
• Customer Loyalty Model

ISO9000

• Definition & Principles
• The Benefits for the organization
• ISO9000 vs. Total Quality

Tools & Techniques

• The 7 Basic Tools
• The Quality Circle Methodology

Finalité

The lectures will help apprehending quality management  and intend to provide participants with the basics of a quality process, an understanding of principles, tools and main elements to apply in their own business environment.

Compétences visées

Skills to be acquired

At the end of this course, students will be able to carry out different approaches based on reasoning, standards and tools to :

- Diagnose their situation,
- Build key processes,
- Propose beneficial orientations,
- Rely on a facilitating governance,
- Implement procedures adapted to the requirements and risks incurred,
- Analyze its perceived and measured results,
- Identify opportunities for improvement

Description des modalités d'évaluation

Achievement assessed by continuous assessment

Public

Master in Management MIM M1