Introduction to Total Quality
The Need for Change
Focus on the Customer
Leadership in a Quality Environment
Analyzing Processes
Using Teams Effectively
Planning for Change
Team Facilitator Skills
Total Quality Overview
Team Organization
Role of a Lead Facilitator
Team Implementation
Team Communications Skills
Customer Satisfaction
Total Quality Overview
Benefits of Increased Satisfaction
The Customer’s Point of View
Getting Customer Feedback
Designing Satisfying Processes
Implementing Service Improvements
Leading a Quality Organization
Total Quality Overview
Defining Leadership
Leading Change & Influencing Others
Creating Followership
Developing Culture/Team
Empowerment
Open Book Management
Developing a Plan for Your Organization
Process Improvement Techniques
Total Quality Overview
Identifying Improvement Opportunities
Measurement Techniques
Analysis of Variation
Data Analysis
Process Improvement Guidelines
Advanced Quality Leadership
Total Quality Overview
Converting Vision to Action
Open Book Management
Personal Leadership Skills
Developing Subordinates
Creating an Action Plan
