Management and Control of Quality - QMS: Management and Control of Quality (QMS)

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Customer Focus

1. Section Introduction
1m 9s
2. Customer Satisfaction and Loyalty
10m 20s
3. Identifying Customers
17m 13s
4. Customer Relationship Management
14m 26s
5. Measuring Customer Satisfaction
8m 57s
6. Section Closure
11m 28s

High Performance Workforce Management

1. Section Introduction
1m 1s
2. Principles of Engagement and Motivation
9m 48s
3. Designing High Performance Work Systems - Part 1
19m 10s
4. Designing High Performance Work Systems - Part 2
37s

Process Management

1. Section Introduction
1m 1s
2. Business Processes
10m 20s
3. Process Control and Improvement
11m 24s
4. Section Closure
10m 25s

Performance Measurement and Information Management

1. Section Introduction
39s
2. The Scope of Performance Measurement
9m 16s
3. Designing Effective Performance Measurement Systems
9m 25s
4. Analysing and Using Performance Data
14m 5s
5. The Cost of Quality
16m 51s
6. Knowledge Management
57s

Building and Sustaining Performance Excellence in Organizations

1. Section Introduction
1m 6s
2. Organizational Culture and Performance Excellence
18m 34s
3. Change Management
17m 54s
4. Sustaining the Quality Organization
47s

Six Sigma and Process Improvement

1. Section Introduction
1m 5s
2. Six Sigma Methodology
11m 27s
3. Tools for Process Improvement
9m 54s
4. Lean Tools
5m 16s
5. Section Closure
10m 9s

Quality Cost Management

1. Quality Costs
1m 44s
2. Quality Cost Measurement
15m 3s
3. Quality Costs Reporting
8m 51s
4. Quality Costs and Decision Making
15m 59s
5. Quality Cost Control - Choosing a Standard
52s