All organizations develop operational processes that support people in performing their work. Employees rely on these processes to understand what is expected of them and what they can expect of others.

This course covers the key aspects of organizational process management, including customer-focused design, product and service delivery, support, and supplier and partnering processes. The course also expands your knowledge relevant to best professional practices and gives you tools for enhancing organizational performance. At the end of this course you should be able to:

+ Understand how products and services processes are related.
+ Describe commonalities of quality philosophies.
+ List and explain the use of key tools for continuous improvement.
+ Describe and differentiate the focus of Lean and Six Sigma continuous improvement methodologies.
+ Understand the Baldrige criteria for operations focus excellence.