Service Quality Training Course Description

Please find below the course descriptions for France, Belgium, Switzerland, Luxembourg and French Speaking Africa. You may access the training offering for the rest of Europe and the World on line.

We may provide training in English or French. Please contact us for information about Training in German or Italian.

Service Quality - Introduction to Minitab

Length of training: 1 to 1.5 Days

Decrease the time required for statistical analysis by quickly learning to navigate Minitab's user-friendly and customizable environment. Learn how to import/export data output between Minitab and various software and database systems. Enhance your ability to create, manipulate, and restructure data. Develop sound statistical approaches to data analysis by learning how to create and interpret a wide variety of graphs and numerical measures useful for quality improvement initiatives. This course focuses on the utilization of these tools as they pertain to applications commonly found in business, transactional, and service industries.

Topics Covered Include: Pareto Charts, Time Series plots, Individual value plots, Bar charts, Histograms, Boxplots, Dotplots, Scatterplots, Tables, Measures of Location and Variation, ODBC.

Service Quality - Basic Statistical Tools

Length of training: 1 to 1.5 Days

Augment your graphical analysis skills using Minitab's powerful statistical tools. Develop the foundation for important statistical concepts such as hypothesis testing and confidence intervals. By analyzing a variety of real world data sets, learn how to match the appropriate statistical tool to your own applications and how to correctly interpret statistical output to reveal problems quickly with a process or to show evidence of an improvement. Learn how to explore critical features in your processes through statistical modeling tools that help to uncover and describe relationships between variables. The course emphasis is on making good business decisions through the use of statistical tools commonly used in business, transactional, and service processes.

Tools Covered Include: t-Tests, Proportion Tests, Tests for Equal Variance, Power and Sample Size, Tables and Chi-Square Analysis, Correlation, Simple Linear Regression, ANOVA.

Prerequisite: Service Quality Introduction to Minitab.

Service Quality - Statistical Quality Analysis

Length of training: 1 to 1.5 Days

Develop the necessary skills to successfully evaluate and certify your measurement systems. Learn the basic fundamentals of statistical process control and how these important quality tools can provide the necessary evidence to improve and control your processes. Develop the skills to know when and where to use the various types of control charts available in Minitab. Learn how to utilize important capability analysis tools, many enhanced in Minitab Release 14, to evaluate your processes relative to internal and customer specifications. The course emphasis is placed on teaching quality tools as they pertain to business, transactional, and service industries.

Tools Covered Include: Attribute Agreement for Binary, Nominal and Ordinal Data; Kappa and Kendalls Coefficients; Gage R&R; Variables and Attribute Control Charts; Capability Analysis for Normal, Non-normal and Attribute data.

Prerequisites: Service Quality Introduction to Minitab and Basic Statistical Tools.

Service Quality - Minitab Advanced Topics

Length of training: 1 Day

Expand your set of available statistical tools by analyzing data from real world problems experienced in the business, service, and transactional industries. Strengthen analysis skills with tools used to explore and describe relationships between variables. Understand the benefit of designed experiments in transactional & business applications. Learn to discover and describe features in data related to the effect and impact of time, and how to forecast future process behavior. Utilizing graphical and quantitative approaches to describe similarities and differences between the effects of various factors on important quality characteristics. Learn how to find and quantify the effect that factors have on the probability of a critical event occurring.

Tools Covered Include: GLM; Binary Logistic Regression; Multiple Linear Regression; Factorial Designs; Time Series Tools Including Exponential Smoothing, Trend Analysis, and Decomposition