Defining Quality .................................……………………………………………………………………….

Why Has Quality Become So Important? ..................................................................................

Dimensions of Quality ..............................………………………........................................................

Cost of Quality .............................................................................................................................

Hidden Costs of Poor Quality .....................................................................................................

Cost of Quality Graphs ...............................................................................................................

Total Quality Management – Definition ....................................................................................

Quality Thought Leaders ............................................................................................................

TQM and Strategy .......................................................................................................................

TQM Program ..............................................................................................................................

Quality Control ............................................................................................................................

Continuous Improvement ..........................................................................................................

Process Management ................................................................................................................

Design for Quality .......................................................................................................................

Employee Involvement ...............................................................................................................

Lean Processes ..........................................................................................................................

TQM Tool Kit................................................................................................................................

Review, Terms, Discussion Questions, Exercises.....................................................................

Terms Check ...............................................................................................................................

Performance Check – Answers and Test Documents..............................................................

Discussion Questions .................................................................................................................

Case Study ..................................................................................................................................

Suggested Additional Readings .................................................................................................

PMO 08 : Statistical Quality Control

Defining Statistical Quality Control (SQC). ................................................................................ 

The Statistical Quality Control System ....................................................................................... 

Three Stages of Statistical Quality Control................................................................................ 

Types of Quality Problems .......................................................................................................... 

Exploring Quality Problems ......................................................................................................... 

Understanding Process Variance ............................................................................................... 

Sources of Variation in Processes  ............................................................................................ 

Patterns of Variability – Data Collection.................................................................................... 

Patterns of Variability .................................................................................................................. 

Process Capability ....................................................................................................................... 

Process Capability Ratio and Index ........................................................................................... 

Defining Statistical Process Control (SPC.................................................................................. 

Defining Inspection ..................................................................................................................... 

Inspection Basics ........................................................................................................................ 

Sampling Techniques ................................................................................................................. 

Developing a Sampling Plan ...................................................................................................... 

SPC – Control Chart Basics ........................................................................................................ 

X--Chart - Steps ........................................................................................................................... 

Creating a p-Chart ....................................................................................................................... 

Interpreting SPC Charts .............................................................................................................. 

Review, Terms, Discussion Questions, Exercises ..................................................................... 

Terms Check ................................................................................................................................ 

Performance Check – Answers and Test Documents .............................................................. 

Discussion Questions ................................................................................................................. 

Case Study ................................................................................................................................... 

Suggested Additional Readings .................................................................................................