Problem-Solving and Process Management Tools

Overview/Description
Albert Einstein is reputed to have said, "The significant problems we face cannot be solved at the same level of thinking we were at when we created them." To solve quality and process-related problems, managers should continuously enhance their knowledge of organizational processes and quality management tools. These tools help managers find root causes of problems, an important step toward removing them. Success in ensuring quality and organizational excellence depends on how effectively managers apply these tools to solve quality and process-related problems. This course explores basic problem-solving and process management tools used for identifying, analyzing, and solving quality and process-related problems. The course is aligned with the Quality Management Division of the American Society for Quality's Certification Handbook, and is designed to assist learners as part of their preparation for the ASQ Certified Manager of Quality/Organizational Excellence certification exam.

Target Audience
Corporate directors of quality, quality managers and executives involved with quality at the organizational or departmental level within an organization; quality consultants and candidates preparing to take the ASQ exam

Expected Duration (hours)
2.5

Lesson Objectives

Problem-Solving and Process Management Tools

match various quality tools with their descriptions

identify key concepts about basic management and planning tools

match various process management tools with their descriptions

identify innovation and creativity tools used for solving quality and process problems

recognize examples of quality costs in a given scenario

identify how process goals are established and monitored and measured

sequence the steps in process mapping

match process documentation tools with their descriptions

match Lean techniques for waste reduction, quality, and process flow to descriptions

identify the principles of Goldratt's Theory of Constraints