SQBOK Resources: Service Management Systems

Training

16-Hour ISO 9001:2008 Lead Auditor Training (RABQSA Certified)This course prepares you to apply proper interpretation of the ISO standard to real life audit situations. You’ll manage the audit process including opening meetings, auditing, closing meetings, and reporting.
After the Audit: Benefiting from the Audit Process
After the Audit: Continual Improvement from the Audit ProcessAnyone interested in the audit process. Experience conducting at least three audits is recommended.
Aligning Business Services to the District Strategic Plan
Auditor/Lead Auditor Training for ISO 13485 (RABQSA Certified)Understand the elements that constitute a quality system, and the audit evidence necessary to comply with ISO 13485 requirements. The course includes hands-on workshops that allow you to replicate the working environment of the medical device industry. The curriculum will reinforce key topics critical to your success in this field.
Baldrige in the Non-Profit & Government Sectors: Building Your Path to Performance ExcellenceUnderstand the elements that constitute a quality system, and the audit evidence necessary to comply with ISO 13485 requirements. The course includes hands-on workshops that allow you to replicate the working environment of the medical device industry. The curriculum will reinforce key topics critical to your success in this field.
Baldrige Self-Assessment for Higher Education
Baldrige-Based Approach to Organizational Learning and Development
Building a Great Service Culture
Business Process Management Orientation Workshop – 2010 Lean and Six Sigma ConferenceAnyone engaged as a process owner or process improvement team leader, in any market or industry
Certified Manager of Quality/Organizational Excellence
Certified Manager of Quality/Organizational Excellence RefresherAnyone preparing to take the ASQ Certified Manager of Quality/Organizational Excellence examination.
Certified Quality Auditor
Certified Quality EngineerUnderstand the five main domains in the CQE Body of Knowledge. This course prepares you for the CQE exam and allows you to learn at your own pace from your computer. You’ll become familiar with questions similar to those on the exam.
Certified Quality Process Analyst
Certified Reliability Engineer Question BankSimulate the CRE exam from the convenience of your home or office. ASQ’s online certification preparation course teaches you the concepts you’ll see on your test, and provides practice exams so you can review the material. This gives you the best chance to learn effectively and pass your exam.
Certified Six Sigma Black BeltThis self-paced course helps you understand the nine main domains of the CSSBB Body of Knowledge. You will review material that appears on the CSSBB exam.
Certified Six Sigma Green BeltThis self-paced course teaches you the basics of Six Sigma Green Belt so you can make a positive impact on your company’s cost-cutting efforts. You’ll understand the five main domains in the CSSGB Body of Knowledge and become familiar with the material on the ASQ CSSGB certification exam.
Charting Process Behavior (SPC)Anyone interested in charting process behavior using statistical process control charts.
Customer Service for the FrontlineFrontline customer service employees who are interested in enhancing their service skills.
Customer-Supplier Partnerships – An IntroductionLower your total costs and improve delivery times. This course teaches you how to cultivate successful business partnerships. When your training is complete, you’ll be able to write a certification program that benefits both your suppliers and organization.
Excellence in 8 Dimensions-Aligning Strategy, Measures and Service with Customer PrioritiesExecutives and change leaders wanting to achieve business growth, strategic outcomes, and innovation.
FMEA for BeginnersAssess your organization’s risk of failure. Failure Mode and Effects Analysis (FMEA) is an essential component of a preventive action program. This course helps you implement this vital methodology while analyzing risks, determining areas in need of action, and applying mistake-proofing techniques.
Integrated Quality ManagementLearn how to integrate quality management into your organization’s processes. You’ll leave this course with a draft action plan customized to fit the needs of your business. These concepts are applicable to a wide range of industries including manufacturing, service, education, and healthcare.
Introduction to Quality ManagementThis training is an introduction to continuous improvement that combines concepts from ASQ’s Certified Manager of Quality/Organizational Excellence and Certified Quality Improvement Associate bodies of knowledge with the Malcolm Baldrige National Quality Award criteria.
Introduction to Six Sigma – Services VersionIndividuals seeking training, as well as companies embarked upon deployment of Six Sigma.
ISO 13485 Requirements from A to ZThis course helps you understand ISO 13485 requirements. You’ll apply and interpret ISO 13485 clause-by-clause and know what’s different about this standard from ISO 9001. The course is especially designed for auditors, supervisors, and managers in the medical device industry.
ISO 13485:2003 Incorporating Key Requirements as a Quality Management SystemThis course shows you how to implement an ISO 13485 quality management system. You’ll examine internal auditing procedures and learn how to draft process-based documentation. This includes an overview of process validation, risk management, proper internal audits, and CAPA.
ISO 17025 ComplianceUnderstand the terminology, concepts, and procedures relating to ISO compliance and uncertainty management. This self-paced online course is ideal for Calibration Coordinators, Calibration Technicians and Engineers, and Quality Coordinators and seeking to understand of the ISO 17025.
ISO 22000:2005 Food Safety Management System Requirements – An OverviewUnderstand the terminology, concepts, and procedures relating to ISO compliance and uncertainty management. This self-paced online course is ideal for Calibration Coordinators, Calibration Technicians and Engineers, and Quality Coordinators and seeking to understand of the ISO 17025.
ISO 9001: 2008 Requirements from A to ZThis course helps you understand ISO 9001:2008 requirements. You’ll apply and interpret ISO 9001 in the same way as a certified lead auditor. The course is especially designed for auditors, supervisors, and managers.
ISO 9001:2000 Executive Overview
ISO Lesson Guide: 9001 Made EasyAnyone interested in the ISO 9001 quality management system concepts.
Leading Lean Teams in HealthcareLearn to lead lean improvement teams to create a safer environment for your patients. Using an actual project from your organization, you will learn to reduce medical errors and decrease potentially harmful delays in patient care.
Lean for ServiceWant to reduce waste and streamline operations? This course provides you with tools to survive the demand for higher quality, faster production time, and lower prices. You’ll learn how to apply lean to the unique challenges of service industries.
Lean Kaizen: A Simplified Approach to Process ImprovementLean is a methodology that eliminates waste and boosts efficiency. Kaizen means continuous improvement. This course merges both philosophies. Lean Kaizen helps you get rid of waste and continuously implement best practices.
Lean Tools – 5SLean is a methodology that eliminates waste and boosts efficiency. Kaizen means continuous improvement. This course merges both philosophies. Lean Kaizen helps you get rid of waste and continuously implement best practices.
Lean Tools – 7 Wastes
Lean Tools – A3 Reports
Lean Tools – Batch vs. Single Piece Flow
Lean Tools – Kaizen Blitz
Lean Tools – Visual Controls
LeanSigma® Fundamentals
Managing and Leading in a Six Sigma World
ONSITE TRAINING: ISO 9001:2008 An OverviewThis one-day course highlights the elements of the ISO 9001:2008 standard and helps participants understand how the standard is used as a business-improvement tool.
Preparing the Service Organization for ISO 9000 Registration
Quality 101
Quality Function DeploymentThis course provides an introduction to the history, organizational benefits, and methodology of quality function deployment (QFD). Participants will understand a four-phase QFD process, know how to calculate a phase I QFD matrix, and be able to determine the data necessary for moving into phases II, III, and IV in a QFD process. They will also learn the basics needed to design robust products and services, document process design strategies, and create control and maintenance strategies. This course consists of exercises, quizzes, a final exam, and a certificate of completion. A downloadable student workbook is included with examples of four-phase QFD projects, a set of blank QFD matrices, an example of how to use QFD methodologies for strategic planning (Hoshin planning), and a bibliography.
Quality ToolsThis program is intended for team members or individuals who need to identify and analyze challenges within their organization.
Skills for Success for the Management Representative
Statistical Process Control (SPC) for Utilities — Blended Course
Strategic Quality PlanningThis workshop focuses on establishing quality management strategies at your organization. You will learn how to create a quality vision, and translate that vision into actionable plans. These tactics are measurable, and you can execute them at your workplace immediately.
SWOT (Organizational Strengths, Weaknesses, Opportunities & Threats) AnalysisAnyone interested in an analysis of an organization’s strengths, weaknesses, opportunities & threats
Using a System-Wide Process to Set and Align District Goals
Voice of the CustomerIn any product or service development endeavor, listening to the Voice of the Customer is critical to how well market needs are met. This course covers the basics of how to gather customer data and the different methodologies needed to analyze customer input. Participants will gain an appreciation of the importance of understanding the customer needs, in the customer’s own words.

 

Books

Johnston, Robert; Clark, GrahamService Operations Management, 3rd Edition

 

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