Course Name
Management & Leadership Continuous Quality Improvement (CQI) Training Program

Contact Hours: 20

Course Description
In the 21st Century, and its global economy, the skill of continually improving quality is vitally important to an organization's longevity and success. Whether you are in the service or production business, this course provides a proactive method of effective and efficient Continuous Quality Improvement (CQI). The CQI process takes into account the methodology of Total Quality Management (TQM) and incorporates it into a continuous process that is ever improving and evolving. Measuring customer satisfaction is at the heart of CQI and specific objective and reliable methods of gathering this data are included. The stages of planning, organizing and implementing CQI lead you step by step toward gaining global market share. Readings will be posted on the LearningManagement system and as such there are no textbooks needed for this course.

  • Upon completion, you will have the information necessary to justify implementing a Continuous Quality Improvement (CQI) plan for your service or product based business.
  • Participants will learn how and why CQI is directly related to increased organizational profitability.
  • Participants will be able to effectively and efficiently implement a Continuous Quality Improvement (CQI) for their business.

In this self-directed course, evaluation of student performance will consist of successfully completing the Action Assignments in each Module of learning.


This cours is entirely self-paced and can be completed in as little as 1-2 hours per module of learning. Please see the following information for more details regarding the 10 modules of this course.
  •  Managing the Moment of Truth – You will learn what the moment of truth is and how to effectively manage it. Based on exceeding your customer’s expectations for quality products and/or services, managing the moment of truth is an important cornerstone for setting the basis of Continuous Quality Improvement.
  • Continuous Quality Improvement (CQI) Basics – Learn the basics of CQI related to Edward Deming’s original works and research. Analyze the pros and cons of various CQI programs and the differences between Quality Assurance (QA) programs. Evaluate the potential inherent in CQI program implementation.
  • Measurement and Statistical Analysis in CQI – Study and explore the methods used to measure quality of your products and/or services. Learn what is meaningful to the customers and the employees. Utilize the seven effective tools of measuring CQI program performance and how this data translates into a more profitable organization.
  • Measuring Customer Satisfaction – You will be introduced to this important step in the CQI process. The underlying philosophy of meeting and exceeding your customer’s expectations for quality is essential for organizational acceptance and cooperation with a CQI program. Part of this measurement process involves survey processes and reward systems.
  • Planning CQI Programs – We will explore the major facets of planning a CQI program available to managers and leaders of various product and service oriented corporations. A list of management tasks and team composition and organization will be detailed in order to help you differentiate between the types of CQI available.
  • Organizing CQI Programs – You will explore a variety of methods to organize your CQI program from operation specific to company wide programs. Several case studies and real corporate examples are given in order to make the organization stage extremely efficient and practical.
  • Leading CQI Programs – Learn how to lead your people to manage the moment of truth and exceed your customer’s expectations. Evaluate the leadership aspects of CQI program from start up to full implementation. Know what resources will be required to continue the leadership aspect of a CQI program and why those resources will directly improve corporate profitability.
  • Implementing CQI Programs – Explore the specific steps needed to effectively and efficiently implement a CQI program for your organization. Closely tied to Six Sigma principles of process effectiveness and efficiency, you will also be trained on what to look for regarding common areas of CQI operational difficulty and how to avoid them.
  • Managing CQI Programs – Learn how to manage the resources involved in exceeding your customer’s expectations for quality products and/or services. Know how much to allocate in the way of revenue and resources related to your CQI program.
  • Conclusions – Explore where Continuous Quality Improvement (CQI) programs succeed and fail across the globe. Find out who is succeeding and how. Identify the issues, informatics and technology that is available to assist in implementing a CQI program in your organization. Visualize the global marketplace and where your company fits into the picture to capture the opportunities that exist related to the continually improved quality of your products and/or services.