Natalia Santamaría teaches classes in project management and operations management for non-business graduate students. Her research, which focuses on competitive bidding and decision making under competition and uncertainty, has been published in Management Science, Manufacturing & Service Operations Management, and Production and Operations Management. Prior to joining Johnson in 2014, she was an assistant professor in the industrial engineering school at Universidad de Los Andes in Colombia. She earned a BS and an MSc in industrial engineering from Universidad de Los Andes, an MSc in operations research from Rutgers University, and a Ph.D. in supply chain management and operations research from the Pennsylvania State University.
Every process needs a quality control method in place to ensure products and services are delivered consistently according to the quality standards set by the organization. To manage the quality of a process or service operation, you need the metrics required to analyze the process and you need a control system in place to monitor the quality of the product or service it produces. The set of activities and methods that ensure the quality of the products or services are what's known as the quality control system.
In this course, you will use statistical process control tools and procedures to evaluate whether a system or process is in control (consistent) and capable (delivering according to needed specifications.) You will use tools for finding the root cause of a quality problem. Finally, you will propose a method to measure the quality of a process or system in your own organization and propose strategies to decrease variability within the process.
The following courses are required to be completed before taking this course:
- Analyzing Operations Processes
- Improving Service Operations
Key Course Takeaways
- Set appropriate specification limits for a quality control variable
- Use statistical process control tools to determine whether a system or process is in control (consistent)
- Determine whether a system or process is capable (delivering according to needed specifications)
- Recommend strategies for quality improvement
How It Works
Who Should Enroll
- Mid-career healthcare professionals
- Physicians transitioning into a managerial role
- Nurses and nurse practitioners taking on management responsibilities
- Healthcare policy professionals looking to transition into operations management
- Business management professionals/MBA students who wish to specialize in healthcare operations
- Customer-facing managers in government agencies
- Anyone whose staff or unit is responsible for providing a consistent and high level of service