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A. Introduction - systematics of quality management tools and techniques. Seven classic quality management tools - examples of application, simple mapping of selected tools using Excel, exercises in areas of e-commerce operations, based on real examples of participants.
In terms of time: 20% of the total training time.
Introduction to quality management - taking into account the context of services
PDCA cycle versus quality management methods and techniques
Classical division of techniques: 7 old and 7 new tools
Process map
Ishikawa Diagram
Pareto-Lorenz analysis
Histogram
Correlation chart
Data Collection Sheet
Checklists (Basics)
Problem solving methods
G8D - group work principles in the quality area
Brainstorming variants
MetaPlan
Map of thoughts
Walt Disney's method
De Bono's 6 Hats Method
5Why
B. Analysis of daily work. Adjusting activities to the capabilities of the team
In terms of time: 65% of the time of the total training.
Self-diagnosis of the way the team currently works and draws conclusions
Real-life case studies
Own templates - building know - how;
databases versus quality of analysis;
analysis of what is good - is it worth doing and when?
the most common errors in analysis (e.g. risk of sampling error, subjectivity of analyzed assessments - note vs. assessment content; errors in qualitative analysis; adjusting the analysis method to the situation)
interpreting results and making recommendations (e.g., prioritizing, linking recommendations to future measurement of change results, noticing/rejecting extreme results).
C. The business view and context of how the quality team functions in the organization
In terms of time: 10% of the time of the total training.
Goals - impact on what we do. Goal setting and direction
Amount of work vs. time available for "additional analyses" (reasonable limit: monitoring vs. working)
Meetings - types, the role of a quality team, limiting their number
Optimization of work in the context of cooperation with other units
Assertiveness - when to say "stop" and how to do it?
D. Summary
In terms of time: 5% of the time of the total training.
Action Plan - identify next steps for the team's daily work.
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