Quality Management

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Quality Management

Quality management ensures that an organization, product or service is consistent. It has four main components: quality planning, quality assurance, quality control and quality improvement. Quality management is focused not only on product and service quality, but also on the means to achieve it

Course Outline

Background and History

  • Definition of Quality
  • Understanding QM
  • Development of Quality Thinking

Why Quality Management?

  • What is Wrong with Traditional Approaches?
  • Tangible Benefits
  • Intangible Benefits

The Contribution of Dr. W. Edwards Deming

  • The 14 Points
  • The Deadly Diseases
  • The System of Profound Knowledge

Standards and Models

  • Why Do we Need Standards and Models?
  • ISO 9000 Series Standards
  • Self- Assessment Models of Quality

Customers Introduction

  • Customers and Quality: The Myths
  • Internal and External Customers
  • Requirements Gathering and Value Analysis

Leadership in QM

  • Principles of Leadership for Quality
  • Leadership Decision Making
  • Summary and impact

Strategic QM

  • Vision, Mission and Values
  • Strategic Objectives


  • Business Processes: The Reality
  • Process Planning
  • Process Control
  • Process Capability
  • Managing Variation Reduction Using SPC
  • Benefits of SPC

Partnerships and Resources

  • The ‘Transactional’ Supplier Relationship Model
  • The Supplier Partnership Model
  • Partnering Beyond the Supply Chain

People in QM

  • Respect for the Individual
  • Empowerment, Motivation and Participation
  • Teamwork
  • Developing People
  • Reward & Recognition: Performance Appraisal & Performance Related Pay

Ethics and Corporate

  • Social Responsibility
  • Conceptual Foundations
  • Ethical Models
  • Ethics and Communication
  • Benefits and Risks of Ethical Behavior
  • Creating an Ethical Environment
  • Corporate Social Responsibility

Learning, Change and Process Improvement

  • Process Improvement
  • Change and Change Management
  • Organizational Learning

Service Quality

  • The Dimensions of Service Quality
  • Measuring Service Quality
  • Service Quality Gaps
  • Delivering Service Quality
  • Summary and Significance

Implementing QM

  • Will-Focus-Capability
  • Prepare the Organization for Transformation
  • Take Action to Achieve Transformation
  • Communicate, Review, Diagnose and Revitalize
  • Critical Success Factors

Quality Management training


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