This course developed by the American Management Association provides the framework - Total Quality Leadership - and the tools to achieve higher levels of quality and customer satisfaction.  You'll learn:

• How to implement a continuous customer satisfaction improvement program using TQL
• How to use check sheets
• How to use flow, Pareto, cause-and-effect, affinity, tree, and relationship diagrams
• How to use process-decision-program charts and matrices in your TQL program
• How to integrate innovation and improvement.