Training
| Certified Manager of Quality/Organizational Excellence | |
| Certified Quality Engineer | Understand 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 Question Bank | |
| Certified Six Sigma Black Belt | This 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 Belt | This 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. |
| Concepts of Control Charts | Anyone interested in charting process behavior using statistical process control charts. |
| Concepts of Control Charts Executive Overview | |
| Design of Experiments (On-site training) | |
| Design of Experiments (Web-based) | |
| Design of Experiments Executive Overview | Learn the scientific method for designing and conducting effective experiments. You’ll identify the variables that have the greatest impact on product-level quality and use graphical techniques to analyze data. |
| eRCA™ (Root Cause Analysis) | Don’t put a bandage on a problem; fix the issue permanently. This course allows you to identify the cause of a problem, solve it, and prevent it from occurring in the future. It is taught online in a convenient self-paced format. |
| Introduction to Measurement and Calibration | Satisfy the requirements for ISO 17025 and 16949, FDA,and FAA. Anyone responsible for measurement quality and accuracy. You will learn skills including standardization, managing a metrology system, and units and instrumentation of measurements. |
| Introduction to Quality Engineering | This course teaches Quality Engineering concepts and tools. You’ll learn essential information about quality systems, auditing, product and process control and design, quality methods and tools, applied statistics, SPC, and Design of Experiments. |
| Measurement Systems Analysis | |
| Measurement Systems Analysis Executive Overview | |
| Measuring and Managing Customer Satisfaction: ISO 9001 and Beyond | Create a customer satisfaction plan. Develop an understanding of how to measure customer satisfaction and manage a customer satisfaction system. Your organization can use this system to increase profits and revenues. |
| Metrology Applications for Engineers and Scientists | This course focuses on the science of measurement. When completed, you’ll have a proper understanding of metrology concepts, basic statistics, reliability statistics and measurement uncertainty. |
| Practical Measurement Uncertainty | Review and calculate specific examples for measurement uncertainty. This course teaches a practical approach to measurement uncertainty applications. Examples are relevant whether you are a testing laboratory or calibrating in the electrical, physical/dimensional, or inspection areas. |
| Quality 101 | |
| Root Cause Analysis | Don’t put a bandage on a problem; fix the issue permanently. Root cause is the fundamental, underlying reason for a problem. This course allows you to identify the cause of a problem, solve it, and prevent it from occurring again. This saves your organization time, money, and resources. |
| Root Cause Analysis: Solve Problems by Eliminating Causes | Anyone interested in solving problems by identifying and fixing their root causes. |
| Service Quality Measurement: Analyzing | This is part of ASQ’s series on Service Quality Measurement. The series includes modules on planning for measuring service quality, efficiently and effectively measuring service quality, analyzing service quality data and writing surveys to collect Service Quality data. You made the effort to collect data from your customers, now what? Turn your customer data into action items. Capitalize on your strengths. Eliminate your weaknesses. Analyzing begins with understanding the tools you will need to analyze the data you have. You’ll then learn how to link the data to your organization’s goals and objectives to drive business results. Finally, you’ll learn how to plan for and implement improvements to your system. |
| Service Quality Measurement: Measuring | Measuring your customer satisfaction and loyalty validates your organization’s approach to meeting and exceeding customer expectations.This is part of ASQ’s series on Service Quality Measurement. The series includes modules on planning for measuring service quality, efficiently and effectively measuring service quality, analyzing service quality data and writing surveys to collect service quality data. Customer loyalty means everything to your business. You need to make sure your service quality meets and exceeds expectations. Where do you start? Measuring your customer satisfaction and loyalty validates your organization’s approach to meeting and exceeding customer expectations. |
| Service Quality Measurement: Planning | Anyone involved in service quality, customer service, sales, or marketing. |
| SPC Implementation | Find out how SPC can be part of your integrated quality management system. Learn how to use charts that are in compliance with customer and ISO 9000 regulations. |
| SPC-TIP Basics-Online | Operators and supervisors of manufacturing or transactional processes. |
| SPC-TIP Comprehensive-Online | Anyone interested in both SPC Basics-Online and SPC Advanced-Online. |
Books
| Sower, Victor E.; Duffy, Jo Ann; Kohers, Gerald | Benchmarking for Hospitals: Achieving Best-in-Class Performance Without Having to Reinvent the Wheel |
| Camp, Robert C. | Benchmarking: The Search for Industry Best Practices That Lead to Superior Performance |
| Camp, Robert C. | Business Process Benchmarking: Finding and Implementing Best Practices |
| Naumann, Earl; Giel, Kathleen | Customer Satisfaction Measurement and Management: Using the Voice of the Customer |
| Vavra, Terry G. | Customer Satisfaction Measurement Simplified: A Step-by-Step Guide for ISO 9001:2000 Certification |
| Merrill, Peter | Do It Right The Second Time: Benchmarking Best Practices in the Quality Change Process, Second Edition |
| Cobb, Charles G. | Enterprise Process Mapping: Integrating Systems for Compliance and Business Excellence |
| Vavra, Terry G. | Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs |
| Blazey, Mark L. | Lean for Service Organizations and Offices: A Holistic Approach for Achieving Operational Excellence and Improvements |
| Gale, Bradley | Managing Customer Value: Creating Quality and Service That Customers Can See |
| Harvey, Jean | Managing Service Delivery Processes: Linking Strategy to Operations |
| Kessler, Sheila | Measuring and Managing Customer Satisfaction: Going for the Gold |
| Hayes, Bob E. | Measuring Customer Satisfaction and Loyalty: Survey Design, Use, and Statistical Analysis Methods, Third Edition |
| Tague, Nancy R. | The Quality Toolbox, Second Edition |
| Joiner, Brian L.; Streibel, Barbara J.; Scholtes, Peter R. | The Team Handbook, Third Edition |
| Denton, D. Keith; Denton, Rebecca A. | The Toolbox for the Mind: Finding and Implementing Creative Solutions in the Workplace |
| Windsor, Samuel E. | Transactional Six Sigma for Green Belts: Maximizing Service and Manufacturing Processes |
| Trischler, William E. | Understanding and Applying Value-Added Assessment: Eliminating Business Process Waste |
Other
| The American Customer Satisfaction Index | Official Website |
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