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Capella University - PM FPX 5332PM-FPX5332_SteeleLaTisha_5-1 Nationwide Membership Phase 2 Project Quality Management Plan and Evaluation Process

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Quality Policy for YMCA of the USA (Y-USA) YMCA of the USA is the national resource organization to local YMCAs located throughout the United States. It is our job to provide the best resources, inn... ovation, policies and procedures as possible to our customers. Our Quality Policy is defined and strongly driven by the following management principles and behaviors: • Build a mutual relationship with our customers the local YMCAs in the United States, ensuring their long-term success, through the understanding of their needs and the needs of their customers as well • Achieve our commitments for quality, cost, and schedule • Enhance the systematic research and use of best preventive practices at all levels and ensure reliable risk management • Drive continual improvement and innovation based upon efficient business processes, well-defined measurements, best practices, and customer surveys • Develop staff competencies, creativity, empowerment and accountability through appropriate development programs and show strong management involvement and commitment YMCA of the USA strives to be the best resource organization to local YMCAs as possible. Through the use of these guiding principles, everyone with Y-USA is accountable for fully satisfying our customers by meeting or exceeding their needs and expectations with best-in- class solutions and services. Our goal is excellence in customer satisfaction. The senior leadership, directors, management and staff are responsible for quality control through the quality management plan seeking improvement by constant review. The quality objectives are as follows:  On-time delivery of resources 90% of the time  Feedback and ongoing input from local Ys regarding development of resources and best practices 100% of the time  Best fiscal stewards by lowering training costs by 10% [Show More]

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