In times of financial turmoil, learning and development departments are often the first to face budget cuts. In order to prove the worth of our services, we must be able to show that our products and services are of high quality, and are the best option for an organization, both financially and strategically.
• Describe several methods to identify and measure quality, including the Baldrige principles, quality improvement cycle (QIC), and voice of the customer.
• Introduce key concepts and guidelines for quality improvement processes.
• Help identify whether products or services are below or above a pre-established quality standard.
• Provide suggestions on how to improve training quality.