Description:

The Certified Quality Improvement Associate has a basic  knowledge of quality tools and their uses and is involved in quality improvement projects, but does not necessarily come from a traditional quality area.

Contents:

• Quality Basics

A. Terms, Concepts, and Principles

1. Quality

2. Quality planning

3. The importance of employees

4. Systems and processes

5. Variation

B. Benefits of Quality

C. Quality Philosophies

1. Deming (14 points)

2. Juran (Trilogy)

3. Crosby (Zero defects)

• II Teams

A. Understanding Teams

1. Purpose

2. Characteristics and types

3. Value

B. Roles and Responsibilities

Identify major team roles and the attributes of good role performance for champions, sponsors, leaders, facilitators, timekeepers, and members. (Understand)

C. Team Formation and Group Dynamics

1. Initiating teams

2. Selecting team members

3. Team stages

4. Team barriers

5. Decision making

• Continuous Improvement

A. Incremental and Breakthrough Improvement

B. Improvement Cycles

C. Problem-Solving Process

D. Improvement Tools

E. Customer-Supplier Relationships

1. Internal and external customers

2. Customer feedback

3. Internal and external suppliers

4. Supplier feedback