How to Effectively Manage and Control Quality in Products and Services (1.2 CEUs)

Venue: Best Western Village Park Inn

Location: Calgary, AB, Canada

Event Date/Time: Nov 15, 2012 End Date/Time: Nov 16, 2012
Report as Spam


The management and control of quality in organizations focus on these core principles: achieving customer satisfaction, striving for continuous improvement and encouraging the full involvement of the entire workforce. Because these principles are different from traditional management practices, many companies may be employing outdated work methods that rob their company of greater profits that the quality management principles can bring. Application of the principles outlined in the management and control of quality leads to empowered and motivated employees, higher productivity, increased performance, satisfied customers and consequently higher profits.

The objective of the course is to ensure that attendees understand the importance of quality management, understand the critical roles of management in the quality management process, and that attendees are able to apply the quality management tools to improve process within the organization which leads to improved customer satisfaction.

Target Audience
This course is relevant to business owners, executive officers, administrators and managers who are want to have a better understanding of the power and potential of quality management. It will be of particular interest to senior engineers and managers who are interested in implementing quality management tools or eventual ISO 9001 registration.

Program Outline (1.2 CEUs / 12 PDHs)

Day 1
Quality Management and Productivity
Introduction to Quality Management System Concepts
Definition of Quality
Total Quality Management TQM; what is it?
Relationship Between ISO 9001and the Quality Management System (QMS)
TQM Approaches of Deming, Crosby and Juran
The Relationship of Higher Quality to Higher Productivity and Higher Profits
How to Determine Customers’ Needs that are Moving Targets
How to Measure qualityIntroduction to Statistical Tools

Day 2
Fundamentals of Statistical Process Control
Control Charts and Interpretation of Patterns
Six Sigma: what is it?
Process Capability: what is it?
How to Determine if Your Process is Capable
Taguchi Loss Function
Teamwork and Collaboration in Quality Management
The role of Management in Developing and Empowering Teams
How to get commitment to Support the Achievement of Total Quality
The Role of Management in Providing and Supporting Continuous Training

After Attending This Course You Will Be Able To:
Learn to use TQM tools to improve process quality and customer satisfaction
Understand the TQM importance and philosophy
Determine the state of quality management in your organization
Decide if ISO 9001 certification is a route that you organization needs to take
Appreciate the role of management in the quality management process

Required Materials:

Dr. Clifford Blake, P. Eng. has a B.A.Sc. in Mechanical Engineering from the University of Waterloo, a M.A. Sc. in Applied Behavioural Science from the Johns Hopkins University, a PhD. in Management Sciences from the University of Waterloo and is a registered professional engineer in the province of Ontario (APEO).

He has experience as a project engineer in the standards industry, as a project engineer and trainer in the mining industry and is currently an academic teaching graduate and undergraduate level courses on campus and on-line over the Internet.


1804 Crowchild Trl NW
Calgary, AB