Maricopa Community Colleges  TQM102   19952-20086 
Official Course Description: MCCCD Approval: 07/22/08
TQM102 19952-20086 LEC 1 Credit(s) 1 Period(s)
Quality Customer Service for Non-Profit Organizations I
Total quality management awareness and continuous process improvement for non-profit organizations. Customer orientation, the teams concept, and self management skills.
Prerequisites: None.
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MCCCD Official Course Competencies:
 
TQM102   19952-20086 Quality Customer Service for Non-Profit Organizations I
1. Define total quality management (TQM). (I)
2. Describe the general principles of TQM. (I)
3. Define paradigm. (I)
4. Identify key continuous process improvement characteristics. (II)
5. Differentiate between proactive and reactive behavior. (II)
6. Define customer and supplier. (III)
7. Identify internal and external customers in non- profit organizations. (III)
8. Explain how teams are more effective than single individuals. (IV)
9. List the characteristics of self-directed work teams. (IV)
10. Explain the value of self management. (V)
11. List the steps of a rational approach to resolving conflict. (V)
12. Identify work styles. (V)
13. Explain what motivates customers. (V)
14. Explain how to interpret nonverbal behavior. (V)
15. List ways to respond more effectively to job stress. (V)
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MCCCD Official Course Outline:
 
TQM102   19952-20086 Quality Customer Service for Non-Profit Organizations I
    I. Total Quality Management (TQM) Awareness
        A. Definition
        B. History
        C. Philosophy
        D. General Principles
        E. Impact of TQM
        F. Benefits of TQM
        G. Paradigms
      II. Continuous Process Improvement
          A. Key Characteristics
          B. Continuous Improvement Cycle
          C. Circles of Impact
          D. Proactive Versus Reactive Behavior
          E. Identifying Areas of Opportunity
        III. Customer Orientation
            A. Customers and Suppliers
              1. Internal
              2. External
            B. Quality
            C. The Customer Focus
          IV. Teams and Teamwork
              A. The Team Concept
              B. Self-Directed Work Teams
              C. The Power of Teams
            V. Self-Management Skills
                A. Self-Concept
                B. Conflict
                  1. Inner Conflict
                  2. Work Environment
                  3. Resolution
                C. Work Styles
                  1. Assessment
                  2. Difficult Work Environments
                D. Human Behavior
                  1. Motivation
                  2. Basic Human Needs
                  3. Customer Motivation
                  4. Nonverbal Communication
                E. Stress
                  1. Employee Stress
                  2. Customer Stress
                  3. Stress Reduction Methods
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