Learners will be expected to demonstrate knowledge of the historical view of quality management and how this has shaped organizational competitiveness. Learners will be expected to demonstrate knowledge of the philosophies of the key figures in the quality management movement. Learners will be expected to develop a comprehension of and demonstrate the ability to use major audit procedures. Learners will be expected to demonstrate knowledge of the use of various quality tools including, but not limited to:

• The formation of a process improvement team.
• The calculation of the cost of quality in an organization.
• The construction of work flow and process improvement diagrams.
• The application of statistical process control or other measurements using cause and effect diagrams.
• The application of cause and effect diagrams, flowcharts, control charts, affinity diagrams, activity networks and brainstorming sessions for the purpose of solving organizational quality problems.

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