Title: Module 7 Overview
Course: Open PRO230 Quality in Process Technology > Section: MODULE 7: Customer Quality & Putting it All Together

Itinerary | Module Overview & Learning Objectives
Face-to Face

Team Presentation of Final Project

ONLINE

1. In order to achieve those learning objectives to the right, you will have to take action! For this module, you should:
2. First read, watch or listen to the mini-lectures.
3. Next Read the chapters assigned for this mod
4. Participate in the discussion forum as outlined on your Course Schedule and also within the forum.
5. Complete the Assignments for the mod.
6. Finally complete the Assess Yourself for this mod.
After completing this module you should be able to:

1.  Explain the importance of customer service in the process industry

2.  Explain customer service concepts including internal and external customers, specifications, requirements, and expectations

3.  Describe an effective customer service interaction.

4.  Explain and define the stages of a Six Sigma project

5.  Employ Six Sigma concepts to identify improvement options

6. List and explain the four types of quality costs (internal failure, external failure, appraisal, and prevention), and provide examples of each.

7. Explain what is meant by the term price of nonconformance (PONC), and explain how nonconformance can financially impact the organization.

8. Describe the concept of the “hidden factory.”