Customer Satisfaction Through Resource Management


Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number


Overview/Description
The ISO 9001:2000 standard structures its Quality Management System (QMS) model into four major areas: Management Responsibility; Resource Management; Product Realization; and Measurement, Analysis, and Improvement. Resource Management is one important component of the QMS. This course examines the management of human, material, and environmental resources that are necessary to maintain an effective quality management system.

Target Audience
This course is designed for all quality assurance stakeholders, especially those who manage the quality resources of their organizations.

Expected Duration (hours)
2.5

Lesson Objectives

Providing Quality Resources

  • recognize the benefits of planning for success through efficient resource management.
  • identify examples of the quality resources needed in four organizational areas to promote customer satisfaction.
  • analyze an organization's planning strategies to determine whether additional action is required to meet the ISO requirements for providing resources.

    • Human Resources in the Realm of Quality

  • recognize the benefits of empowering employees to meet the quality goals of an organization.
  • select examples of the four criteria used to determine competency.
  • sequence the steps of a gap analysis designed to identify quality-related training needs.
  • analyze the effectiveness of a company's ISO peer-to-peer training plan, given a case study.
  • evaluate the effectiveness of a training event, given a case study.

    • Meeting Infrastructure Requirements

  • given a checklist, select the benefits of determining, providing, and maintaining the infrastructure necessary to support a quality management system.
  • identify examples of the types of resources that support an organization's quality infrastructure.
  • identify process equipment that supports an organization's quality infrastructure.

    • Course Number:
    OPER0404