Quality Management

Quality Management thinking has influenced a revolution in the way organizations are managed over the past few decades. Ideas such as customer focus, ethical management, continuous improvement, Six Sigma, leadership and organizational learning have all been impacted by – and in some cases developed from - this important field. This study guide provides a coherent view of the underlying principles quality management, and how these relate to practical application in a range of organizations.

1. Definition of Quality
2. Understanding Quality Management
3. Development of Quality Thinking
4. Summary

1. Introduction
2. What is Wrong with Traditional Approaches?
3. Tangible Benefits
4. Intangible Benefits
5. Summary and impact

1. Introduction
2. The 14 Points
3. The Deadly Diseases
4. The System of Profound Knowledge (SoPK)
5. Summary

1. Why Do we Need Standards and Models?
2. ISO 9000 Series Standards
3. Self- Assessment Models of Quality

1. Introduction
2. Customers and Quality: The Myths
3. Internal and External Customers
4. Requirements Gathering and Value Analysis
5. Summary

1. Introduction
2. Principles of Leadership for Quality
3. Leadership Decision Making
4. Summary and impact

1. Introduction
2. Vision, Mission and Values
3. Strategic Objectives
4. Hoshin Kanri
5. Summary

1. Introduction
2. Business Processes: The Reality
3. Process Planning
4. Process Control
5. Process Capability
6. Managing Variation Reduction Using SPC
7. Benefits of SPC
8. Summary

1. Introduction
2. The ‘Transactional’ Supplier Relationship Model
3. The Supplier Partnership Model
4. Partnering Beyond the Supply Chain
5. Resources
6. Summary and Impact

1. Introduction
2. Respect for the Individual
3. Empowerment, Motivation and Participation
4. Teamwork
5. Developing People
6. Reward and Recognition: Performance Appraisal and Performance Related Pay
7. Summary and impact

1. Introduction and Conceptual Foundations
2. Ethical Models
3. Ethics and Communication
4. Benefits and Risks of Ethical Behaviour
5. Creating an Ethical Environment
6. Corporate Social Responsibility
7. Summary

1. Introduction
2. Process Improvement
3. Change and Change Management
4. Organizational Learning
5. Summary and impact

1. Introduction
2. The Dimensions of Service Quality
3. Measuring Service Quality
4. Service Quality Gaps
5. Delivering Service Quality
6. Summary and Significance

1. Introduction
2. Will-Focus-Capability
3. Prepare the Organization for Transformation
4. Take Action to Achieve Transformation
5. Communicate, Review, Diagnose and Revitalise
6. Critical Success Factors