Table of Contents

1. Unit 3 - Working By the Rules
   • Workplace Rules
     • Instructor Notes
     • Demonstration Activity
   • The Canadian Reality
     • Instructor Notes
     • Demonstration Activity
   • Health and Safety
     • Instructor Notes
     • Demonstration Activity
2. Unit 4 - Policies and Procedures
   • Policies and Procedures
   • Unions and the Collective Agreement
     • Instructor Notes
     • Demonstration Activity
3. Unit 5 - Workplace Processes
   • The Quality Process
     • Instructor Notes
     • Demonstration Activity
   • Customer Service
     • Instructor Notes
     • Demonstration Activity
   • Continuous Improvement
     • Instructor Notes
     • Demonstration Activity
   • Seven Tools and Methods of Continuous Improvement
   • Teams
     • Instructor Notes
     • Demonstration Activity
   • ISO 9000
     • Instructor Notes
     • Demonstration Activity
   • Just in Time
     • Instructor Notes
     • Demonstration Activity
   • Glossary of Terms