Course Description: 

This course provides an introduction to the principles and concepts of Performance Improvement, (similar to the concepts of Total Quality Management, TQM). Emphasis will be on the importance of employee involvement and critical nature of customer focus. Material will demonstrate why performance improvement is so important in any industry and how these principles and concepts can be applied. It will provide an orientation to the analytical tools used in performance improvement projects, and apply them to real work situations. Students will differentiate between the role of the project team and the role of line management. Class will discuss national quality awards and benchmarks.