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Subject: Engr Tech Leadrshp (Grad) (ETLS)
CRN: 41463
Lecture
St Paul: O'Shaughnessy Science Hall 122
Strategic quality management is presented as a Driver--> System--> Results model. The DSR model provides a framework for better understanding your business and when and where to take action to improve results. The model is a tool that links company mission, strategic plans, competitive positioning, and customer focus as the DRIVER. People and processes form the SYSTEM that actually designs, produces, and delivers products and services. RESULTS include financial, customer, employee and process. The course also connects the DSR model to the Malcolm Baldrige Criteria for Performance Excellence, six sigma and lean improvement tools ISO 9000, and Quality Management Systems and tools such as Statistical Process Control (detailed training in tools such as SPC is not part of the class). In addition to developing an understanding of how to guide and manage quality strategically, the course also helps to identify and prioritize the "right questions to ask" to guide and manage tactically. Applying the course to real world situations should lead to improved results - financial, customer, employee and process.
3 Credits