Maricopa Community Colleges  TQM105   19932-19962 
Official Course Description: MCCCD Approval: 11/24/92
TQM105 19932-19962 LEC 2 Credit(s) 2 Period(s)
Writing For Quality Results
Theory and practice of writing business correspondence in a quality-oriented organization. Includes the orientation of the writer to the internal/external customer's needs and writing in positive, negative and persuasive settings. Prerequisites: None. OAS108 and TQM101 are recommended.
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MCCCD Official Course Competencies:
 
TQM105   19932-19962 Writing For Quality Results
1. Compare and contrast the methods and media used in TQM organizaton to those used in traditional organizations. (I)
2. Demonstrate results-oriented communication. (II)
3. Demonstrate appropriate planning, editing and writing techniques for the solution of business problems. (II, III)
4. Identify and demonstrate effective written communication skills for routine and favorable business situations. (III)
5. Identify and demonstrate effective written communication skills for negative business situations. (III)
6. Identify and demonstrate effective written communication skills for situations requiring action from internal and external customers. (III)
7. Assess customer needs and attitudes prior to writing customer correspondence. (IV)
8. Analyze a situation and write effective customer-oriented communications. (IV)
9. Determine the cause of a customer-based problem and communicate alternative solutions. (IV)
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MCCCD Official Course Outline:
 
TQM105   19932-19962 Writing For Quality Results
    I. Changing Methods and Media of Communication
        A. Communication Process Components
        B. Changing Communication Patterns in Total Quality Organizations
          1. Climate
          2. Structure
        C. Legal and Ethical Considerations
      II. Principles of Results-Oriented Communication
          A. Identify Positive, Negative, and Persuasive Settings
          B. Choosing Appropriate and Effective Words
          C. Achieving Correctness, Conciseness, Completeness, Readability, and the Desired Emphasis
          D. Building Goodwill through Communication
        III. Planning, Editing and Writing Problem Solutions
            A. Informational and Instructional Emphasis
            B. Routine and Favorable Emphasis
            C. Balancing Positive and Negative Aspects
            D. Writing to Get Action from Internal and External Customers
          IV. Analysis of Customer Situations
              A. Assessing Customer Needs and Written Response
              B. Analysis of Problem Situations
              C. Determining Problem Causes and Communicating Alternative Solutions
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