Whether your organization is small or large, public or private, service or manufacturing, nonprofit or for profit, this course will provide a valuable framework for quality excellence and will help you identify and examine performance on a wide range of key business indicators. Designed for CEOs, business executives, mid-level managers and employees committed to improving their organizations, this course can help you prepare for the changes occurring in today's global marketplace. Each week you will have an opportunity to assess quality initiatives within your organization.

• Discuss quality and why it is important
• Determine whether your organization has quality processes
• Learn about the various models for quality
• Discover the bottom-line benefits of quality

• Observe quality processes in action
• Explore quality resources available to help your organization
• Define the core values of quality
• Discover quality frameworks such as Baldrige, ISO, Six Sigma and Lean

• Understand visionary leadership
• Explore what makes a good leader
• Determine the leader's role in evaluating the performance of an organization
• Learn from leaders who successfully manage using quality principles

• Explore how a strategic plan drives an organization to performance excellence
• Define roles in strategic and action planning
• Link departmental strategic plans to your organization's master plan
• Learn proven planning tools

• Define your target market and customers
• Determine your customers' requirements, expectations, and preferences
• Develop strategies for listening to your customers
• Learn how to turn a complaint into an opportunity
• Understand the correlation between employee satisfaction and customer satisfaction

• Understand strategies for creating workforce engagement and excellence
• Improve your employee satisfaction and motivation processes
• Compare your practices to Best In Class processes
• Examine what makes workplace teams effective and successful

• Examine the key aspects of process management and their link to better organizational performance
• Learn why process mapping is critical and how to do it
• Review several systematic improvement approaches
• Develop an understanding of seven common quality tools and how to pick the right tool for the task at hand
• Discover how tools measure results and identify problem areas

• Find out how to collect and organize data
• Identify the types of data
• Learn how to visualize data – graphical rules of thumb
• Gain an introduction to Statistical Process Control
• Understand the importance of comparative data analysis

• Examine case studies of successful organizations
• Learn from others' quality successes
• Explore common barriers to successful implementation

• Gain knowledge to become a quality champion
• Learn how to build support for quality
• Share your quality goals and plans
• Define the next step actions for you and your organization

• Mr. Craig Nelson is a Statistician for the Service Quality Department of Presbyterian Healthcare Services (PHS) overseeing all satisfaction survey research at PHS, as well as serving as a consultant for other statistical matters within the organization. He serves on the Board of Directors for the Albuquerque Quality Network and is a member of the Business Operations Team in Quality New Mexico. He has been an examiner for Quality New Mexico since 1997. He holds a Master’s degree in Applied Statistics.



• Ms. Sherry Prud’homme has seventeen years experience in the design and implementation of quality improvement systems. As a partner of Management IQ, Sherry coached Los Alamos National Bank, the first business in the state and the first bank in the nation to receive the Malcolm Baldrige National Quality Award. Sherry is a member of the board of examiners for the new Mexico Quality Awards and serves on the Community Advisory Board for United Way of Central New Mexico.



• Ms. Katie Snapp is a professional facilitator, trainer, and leadership coach for companies nationwide, and owner of Kessinger Consulting, LLC. Since 1988, she has been working primarily in the government, defense, and technical sector delivering training and coaching. Her initial career as an electrical engineer has prepared Katie to understand the working environment as a place for challenge, personal growth, and organizational excellence. Through a highly interactive delivery style, Katie takes theoretical concepts and translates them into actionable, measurable progress, with a little fun where appropriate. Katie has been a Certified Senior Examiner in Malcolm-Baldrige, New Mexico Quality Award , is a six Sigma Green Belt, and is an ICF-certified Executive and Team Coach. She lives in Albuquerque, New Mexico with her husband, daughters, step-family, psychic cat, and immature large black retriever.



• Ms. Georgann S. Taylor is the Manager of performance Excellence with Public Service Company of New Mexico and is the principal of Taylor Organization Consulting, which focuses on strategic planning, total quality management, process management and quality assessment. She is a member of the Board of examiners for the Malcolm Baldrige National Quality Awards and has served Quality New Mexico for nine years in a variety of capacities.



• Mr. Glenn Walters is the principal of GW Enterprises focusing on performance excellence and strategic planning. He is a part-time faculty member for the Anderson School of Management. He has served as a quality award examiner with the Air Force, State of New Mexico, the President’s Quality Award and the Malcolm Baldrige National Quality Award and served six years as a New Mexico Quality Award Judge. Mr. Walters has taught and consulted on quality, management and leadership for 26 years.

The Quality Management Program is endorsed by Quality New Mexico. Quality New Mexico is a nonprofit membership organization that engages in activities which seek to educate New Mexicans about quality; encourage quality in business, education, government, healthcare, and nonprofit organizations; and promote an economic climate to foster and enhance the prosperity of the citizens of New Mexico. In addition, Quality New Mexico administers the New Mexico Quality Awards Program. Members of Quality New Mexico receive a $150 discount when registering for the Quality Management Certificate Program. For more information about Quality New Mexico, please call (505) 944-2001 or visit their web site.