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Total Quality Management
- Quality , development from a historical perspective, quality management, essence of TQM, TQM as a philosophy, Principles of TQM, use of TQM, Rules of TQM
- orientation on a customer, continuous improvement, orientation on employees, Customer satisfaction, External satisfaction of a customer , External satisfaction of a customer components, Operative perspective on managing the relationships with customers, strategic perspective on managing the relationships with customers, Building customer loyalty, Involving employees, Importance of evaluation
- method of evaluation, role of management , role of leadership, satisfying the expectations of employees, Employee involvement as a critical success factor, techniques of quality, Quality Management System , definitions of basic terms, Quality Management System ISO 9001:2008., Tools of quality assurance, statistical methods , statistical methods application., Cycle of improvement, self-assessment
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Topics for Total Quality Management
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- Process Analysis;Service Quality;Process Improvement Quality Analytics Simulation;Managing customer- Induced Variability in Service Operations;Play Yield Management Game ;Managing Waiting Lines; Benihana Simulation Project Management Simulation