Mastering Quality Culture And Customer–Centric Excellence

What you'll learn
Understand the Foundations of Quality Culture: Learn the key differences between traditional and quality-focused organizational cultures.
Implement and Maintain a Quality Culture: Discover practical steps to implement a quality culture, including setting mission and vision statements aligned.
Adopt a Customer-Centric Approach: Master the fundamentals of a customer-centric strategy and its importance in today's competitive market.
Leverage Customer Relationship Management (CRM): Gain insights into the role of CRM in enhancing customer satisfaction and loyalty.
Master Quality Assurance in Total Quality Management (TQM): Explore the principles of TQM, including the Shewhart Cycle (PDCA) for continuous improvement.
Optimize Production, Planning & Control (PPC): Understand the key elements of Production, Planning & Control (PPC) and its impact on operational efficiency.
Implement TQM through Six Sigma: Gain proficiency in integrating TQM with Six Sigma methodologies to enhance process quality and reduce defects.
Requirements
Basic Understanding of Business Operations: Familiarity with general business concepts and organizational structures will be helpful.
Interest in Quality Management and Continuous Improvement: A keen interest in learning about quality culture, customer-centric strategies, and process optimization will enhance the learning experience.
No Specific Technical Skills Required: This course does not require any advanced technical skills or prior knowledge of quality management frameworks like Six Sigma or TQM.
Description
In today's competitive business environment, the focus on quality and customer satisfaction is more crucial than ever. This comprehensive course is designed to equip you with the knowledge and tools necessary to foster a quality-driven culture within your organization, implement customer-centric strategies, and leverage Total Quality Management (TQM) methodologies, including Six Sigma, to drive continuous improvement. From understanding the essence of a quality culture to mastering the intricacies of Customer Relationship Management (CRM), this course is your guide to achieving operational excellence and customer loyalty.Section 1: IntroductionThis section lays the foundation by exploring the concept of quality culture. You'll start by understanding the difference between quality and traditional cultures, setting the stage for why a shift towards quality is essential. We'll discuss the history and evolution of quality culture, emphasizing its impact on organizational success.Lecture Highlights:Understanding quality culture vs. traditional culture.Key attributes that define a quality-focused organization.Section 2: Maintaining A Quality CultureA strong quality culture doesn't just happen; it needs to be cultivated and sustained. In this section, you'll learn the practical steps for implementing a quality culture, including setting a clear mission, vision, and core values that align with quality objectives. We'll also explore the significance of these elements in creating a cohesive and committed team.Lecture Highlights:Implementing a quality culture across all levels.Establishing mission, vision, and core values.Aligning organizational goals with quality initiatives.Section 3: Customer-Centric ApproachBeing customer-focused is at the heart of modern business strategies. This section dives into the fundamentals of adopting a customer-centric approach, understanding evolving consumer dynamics, and redefining customer relationships. You'll explore the barriers to successful transformation and discover practical steps to becoming a truly customer-focused organization.Lecture Highlights:Fundamentals of a customer-centric approach.Overcoming barriers to customer-focused transformation.Practical strategies for enhancing customer relationships and innovation.Section 4: Customer Relationship Management (CRM)Customer satisfaction is vital for long-term success, and CRM is the tool to manage it effectively. This section introduces CRM, its importance, and how to avoid common pitfalls in customer service. You'll also learn about the current challenges in CRM, the application of Pareto's Law, and how to identify key "moments of truth" in customer interactions.Lecture Highlights:Introduction to CRM and its benefits.Common customer service failures and how to avoid them.Understanding and leveraging Pareto's Law in customer management.Section 5: Quality Assurance in TQMTotal Quality Management is the cornerstone of maintaining high standards. Here, you'll delve into quality assurance practices, including the Shewhart Cycle (PDCA) and the characteristics that define product and service quality. You'll learn about criteria for quality assurance, the importance of prevention over inspection, and various types of QA methodologies.Lecture Highlights:The Shewhart Cycle (PDCA) and its application.Key characteristics of quality assurance.Strategies to prevent poor quality and ensure continuous improvement.Section 6: Production, Planning & Control (PPC)Effective production planning and control (PPC) are crucial for optimizing resources and ensuring timely delivery. This section covers the key requirements and elements of PPC, focusing on routing, scheduling, dispatching, and follow-up processes. You'll gain insights into the objectives, advantages, and management practices that drive efficient production systems.Lecture Highlights:Essentials of PPC management and inventory planning.Routing, scheduling, and dispatching best practices.The benefits of structured PPC management for operational efficiency.Section 7: TQM through Six SigmaThe final section brings it all together by integrating TQM principles with Six Sigma methodologies. You'll learn the methods of Six Sigma and how they complement TQM to reduce defects, streamline processes, and enhance overall quality. This section emphasizes the practical application of these concepts to achieve measurable improvements.Lecture Highlights:Integrating TQM with Six Sigma for superior quality management.Six Sigma methods for process optimization and defect reduction.Achieving continuous improvement through data-driven decisions.Course Conclusion:By the end of this course, you will have a thorough understanding of how to build and sustain a quality culture within your organization, implement customer-centric strategies, and leverage advanced TQM methodologies, including Six Sigma, for continuous improvement. You'll be equipped with practical tools and strategies to drive customer satisfaction, optimize processes, and achieve operational excellence, positioning your organization for long-term success.
Overview
Section 1: Introduction
Lecture 1 Understanding quality culture
Lecture 2 Quality Culture vs.Traditional Culture
Section 2: Maintaining A Quality Culture
Lecture 3 Implementation of quality culture
Lecture 4 Establishing a mission and vision goal for the organization
Lecture 5 Core values of a quality culture and it's significance
Section 3: Customer Centric Approach
Lecture 6 Customer Centric Approach Fundamentals
Lecture 7 Evolving Consumer Dynamics
Lecture 8 Being More Customer Focussed
Lecture 9 Principles of Redefining Customer Relationship
Lecture 10 Re-cap of previous notes
Lecture 11 Barriers in successful transformation Part 1
Lecture 12 Barriers in successful transformation Part 2
Lecture 13 Customer Centric Innovation
Lecture 14 Practical steps taken on journey Part 1
Lecture 15 Practical steps taken on journey Part 2
Section 4: Customer Relationship Manager
Lecture 16 Introduction and Highlights of CRM
Lecture 17 1 things customer wish Part 1
Lecture 18 1 things customer wish Part 2
Lecture 19 What goes wrong
Lecture 20 Steps to avoid customer service failure Part 1
Lecture 21 Steps to avoid customer service failure Part 2
Lecture 22 What is CRM and why we need CRM Part 1
Lecture 23 What is CRM and why we need CRM Part 2
Lecture 24 Pareto's law
Lecture 25 Current challenges in CRM Part 1
Lecture 26 Current challenges in CRM Part 2
Lecture 27 Moments of truth Part 1
Lecture 28 Moments of truth Part 2
Section 5: Quality Assurance in TQM
Lecture 29 Introduction and Shewhart cycle Part 1
Lecture 30 Introduction and Shewhart cycle Part 2
Lecture 31 Definition of PDCA Part 1
Lecture 32 Definition of PDCA Part 2
Lecture 33 Quality characteristics Part 1
Lecture 34 Quality characteristics Part 2
Lecture 35 Impact of poor quality assurance
Lecture 36 QA-Criteria, Prevention and Inspection driven
Lecture 37 Purpose of quality assurance Part 1
Lecture 38 Purpose of quality assurance Part 2
Lecture 39 Types of quality assurance Part 1
Lecture 40 Types of quality assurance Part 2
Lecture 41 PPC definition, importance and advantages Part 1
Lecture 42 PPC definition, importance and advantages Part 2
Section 6: Production, Planning & Control
Lecture 43 Key requirements and Elements of PPC
Lecture 44 Re-cap of PPC Management and Inventory planning
Lecture 45 Steps involved in PPC-Routing and Scheduling Part 1
Lecture 46 Steps involved in PPC-Routing and Scheduling Part 2
Lecture 47 Steps involved in PPC-Dispatching and Follow-up Part 1
Lecture 48 Steps involved in PPC-Dispatching and Follow-up Part 2
Lecture 49 Aims, Objectives and Features of PPC Part 1
Lecture 50 Aims, Objectives and Features of PPC Part 2
Lecture 51 Advantages of PPC Management Part 1
Lecture 52 Advantages of PPC Management Part 2
Section 7: TQM through Six Sigma
Lecture 53 TQM through Six Sigma Part 1
Lecture 54 TQM through Six Sigma Part 2
Lecture 55 Methods of Six Sigma Part 1
Lecture 56 Methods of Six Sigma Part 2
Business Managers and Leaders: Individuals in managerial roles who are responsible for fostering a culture of quality and customer satisfaction within their organizations.,Quality Assurance and Quality Control Professionals,Customer Relationship Managers (CRM),Operations and Production Managers,Aspiring Professionals in Quality Management,Business Consultants: Consultants who help organizations optimize their processes and improve quality across various departments, including production, service delivery, and customer management.,Anyone Interested in Organizational Excellence: Individuals who are eager to understand how to create and maintain a culture of excellence in any organization through quality management practices.
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