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Problem-Solving and Process Management Tools

Target Audience
Expected Duration
Lesson Objectives
Course Number

Albert Einstein is reputed to have said, "The significant problems we face cannot be solved at the same level of thinking we were at when we created them." To solve quality and process-related problems, managers should continuously enhance their knowledge of organizational processes and quality management tools. These tools help managers find root causes of problems, an important step toward removing them. Success in ensuring quality and organizational excellence depends on how effectively managers apply these tools to solve quality and process-related problems. This course explores basic problem-solving and process management tools used for identifying, analyzing, and solving quality and process-related problems.

Target Audience
Corporate directors of quality, quality managers and executives involved with quality at the organizational or departmental level within an organization.

Expected Duration (hours)

Lesson Objectives

Problem-Solving and Process Management Tools

  • match various quality tools with their descriptions
  • identify key concepts about basic management and planning tools
  • match various process management tools with their descriptions
  • identify innovation and creativity tools used for solving quality and process problems
  • recognize examples of quality costs in a given scenario
  • identify how process goals are established and monitored and measured
  • sequence the steps in process mapping
  • match process documentation tools with their descriptions
  • match Lean techniques for waste reduction, quality, and process flow to descriptions
  • identify the principles of Goldratt's Theory of Constraints
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