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Balanced Scorecard: Quality Systems and Process Improvement

This course is designed to assist organizations to maximize the use of current or reduced resources and to get the most benefits out of their current quality systems. It is about getting results­-the practical side of Total Quality Management (TQM).

The course will cover quality systems and real-life process improvement concepts. Participants will learn how organizations have dramatically improved efficiency and stakeholder satisfaction by applying the methodologies taught in this course.


The techniques explained in this course will yield real, timely, and motivating results. The methods and tools will help the user to:

  • Understand key total quality implementation issues in an organizational environment
  • Identify and eliminate waste and non value-added steps in existing work flows
  • Find root causes of problems that contribute to inefficiency and stakeholder dissatisfaction
  • Create an “everybody wins” environment in the organization
  • Link process improvement efforts to stakeholder satisfaction, the implemented quality system and the organization’s strategic objectives
  • Build your own Balanced Scorecard in order to strategically invest your management strengths for the long term

Who Should Attend

Business executives, quality managers, supervisors, ISO coordinators, production managers and/or leaders who have been tasked with developing and implementing process and/or quality improvement programs, improving staff morale and communication, managing budget constraints, improving departmental performance and productivity.

This is an optional course for the Quality Management Certificate or can be attended as a stand-alone course.


Day 1 - registration/check-in will start at 8:00 a.m. with sessions to begin at 8:30 a.m. and adjourn at 4:00 p.m. Day 2 will commence at 8:30 a.m. and adjourn at 4:00 p.m. There will be 15 minute mid-morning and afternoon breaks. A light lunch is included from 12 noon to 1:00 p.m.

Course Outline

Day 1 - The basics of improving quality using your existing quality system

Welcome & Introduction

Sessions Begin
The Current Situation
Cornerstone Principles of Process Improvement
The “More-Staff” Solution
Problems verses Symptoms
Why Does Business Need a Balanced Scorecard?
The Cost of Quality
Financial Perspectives
Customer & Stakeholder Focus
Customer Perspectives
How to Get Started
The Seven-Step Approach to Improved Quality Preparation
The Role of Top Management, Unions, Mid Management, Employees in Improvement

Day 2 - Process improvement

Sessions Resume
Measurement and Management in the Information Age
Why Does Business Need a Balanced Scorecard?
Measuring Business Strategy
Financial Perspective
Customer Perspective
Internal-business-process Perspective
Learning and Growth Perspective
Linking Balanced Scorecard Measures to Your Strategy
Structure and Strategy
Building a Balanced Scorecard
Implementing a Balanced Scorecard Management Program

Seminar Leader

Kathryn Lynn MacLeod is a certified Lead Quality Auditor and is President of Anchor Professional & Training Services (APTS) Ltd. APTS is a full-service professional training and development practice servicing a diverse international client base. Kathy is an Associate with an internationally recognized Quality Registrar and acts in the capacity of ISO 9001:2015 trainer, lead assessor and market development. Kathy was instrumental in the management and development of Nova Scotia's Quality and Productivity Initiative (QPI). Her expertise lies in the areas of Quality Assurance Systems and Standards (CSA Z299/ISO 9000), Service Quality, Total Quality Management and Organizational Excellence, Productivity Improvement, Food Quality and Safety, Change Management and Organizational Cultures.

Kathy has provided hands-on advice and guidance to over 300 companies. As a certified Lead Assessor, she has assisted her clients in their achievement of registration to international standards of quality assurance and successful implementation of quality processes and philosophies. In addition to her work with ISO 9001, Kathy's management experience covers both the public and private sectors in quality and safety analysis, auditing, assessments, training, facilitation, quality and productivity studies and benchmarking.

A Certified Toastmaster, Kathy has taught public speaking and has given motivational speeches and presentations to groups and organizations on a wide variety of quality and quality related topics. She is also an instructor for Dalhousie University, College of Continuing Education, Continuing Technical Education, and is currently teaching an ISO 9001:2015 certificate program along with several other courses in quality and process improvement. Kathy is a recipient of the ASQ Harry James Quality Commitment Award.