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Quest for Quality Module 1
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Course Description

3.75 CE credits for General, Adjuster, Accident & Sickness, and Life licenses
approximately 3.75 hours, $150.00 (prices may change without notice: consult the VuBiz website)

Examine the basic principles of quality business, including customer service and employee satisfaction, through case studies and then apply them to your own organization. This introductory-level self-study guide, developed by Amex and the National Quality Institute (NQI), is applicable to any organization that is committed to the pursuit of excellence, whether it is private or public sector, profit or not-for-profit. Hone your skill in quality management to improve your organization, and receive an NQI certificate.

6 Required Modules

What Is Quality?
  • Examine the importance of quality.
  • Define good quality service and poor quality service, and develop a definition of quality for your organization.
The Cost of Quality
  • Does a higher level of quality mean a higher cost?
  • Assess the different costs associated with achieving, or failing to achieve, quality.
  • Analyze the concepts behind the cost of quality for your organization.
  • Learn to appreciate the good quality value of prevention, to calculate the total cost of quality with a provided formula, and to understand the cost of conformance versus the cost of non-conformance.
Quality—Why Bother?
  • Assess the benefits for the customer and the organization of improved quality.
  • Examine the benefits of improvement and prevention, and concepts associated with the need to improve quality for your organization.
  • Consider the need to measure quality in order to close quality gaps, to trace the flow of benefits that result from improving quality, and to understand the concepts associated with the need to achieve quality.
Achieving Quality at the Organizational Level
  • Explore the strategic approach to achieving organizational quality through the content and the significance of the Total Quality Management (TQM) frameworks used by today's successful organizations.
  • Analyze the concepts associated with achieving quality at the organizational level for your organization.
  • Categorize quality practices under NQI's Framework for Excellence, and understand the concepts behind Total Quality Management.
Achieving Personal Quality
  • Consider how individual employees become part of the organization’s success by achieving quality at the personal level.
  • Analyze the concepts for your organization and the value of sharing a common set of quality principles in an organization.
  • Categorize quality attitudes and behaviours under NQI's Framework for Excellence
  • Describe the eight principles of Quality under NQI's Framework for Excellence
Quest for Quality: Summary
  • Overview what you’ve learned about quality, and examine ways to start your own quest for quality.

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