Martedì 8 maggio | What is quality & Why is it important? – Understanding Variation – The Red Bead Game |
Mercoledì 9 maggio | Approaches to TQM – impact on productivity (includes costs of quality) |
Giovedì 10 maggio | Process Improvement and Waste Elimination |
Martedì 15 maggio | Problem-Solving and Continuous Improvement – the 7 tools of Quality Improvement – Peanut M&Ms Experiment |
Mercoledì 16 maggio | Customer complaints and service recovery |
Giovedì 17 maggio | Service quality, customer satisfaction and loyalty |
******** CSS e script comuni siti DOL - frase 9957 ********p>