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. Content 1. Introduction 2. Background and History 2.1. Definition of Quality 2.2. Understanding Quality Management 2.3. Development of Quality Thinking 2.4. Summary 3. Why Quality Management? 3.1. Introduction 3.2. What is Wrong with Traditional Approaches? 3.3. Tangible Benefits 3.4. Intangible Benefits 3.5. Summary and impact 4. The Contribution of Dr. W. Edwards Deming 4.1. Introduction 4.2. The 14 Points 4.3. The Deadly Diseases 4.4. The System of Profound Knowledge (SoPK) 4.5. Summary 5. Standards and Models 5.1. Why Do we Need Standards and Models? 5.2. ISO 9000 Series Standards 5.3. Self- Assessment Models of Quality 6. Customers 6.1. Introduction 6.2. Customers and Quality: The Myths 6.3. Internal and External Customers 6.4. Requirements Gathering and Value Analysis 6.5. Summary 7. Leadership in Quality Management 7.1. Introduction 7.2. Principles of Leadership for Quality 7.3. Leadership Decision Making 7.4. Summary and impact 8. Strategic Quality Management 8.1. Introduction 8.2. Vision, Mission and Values 8.3. Strategic Objectives 8.4. Hoshin Kanri 8.5. Summary 9. Processes 9.1. Introduction 9.2. Business Processes: The Reality 9.3. Process Planning 9.4. Process Control 9.5. Process Capability 9.6. Managing Variation Reduction Using SPC 9.7. Benefits of SPC 9.8. Summary 10. Partnerships and Resources 10.1. Introduction 10.2. The ‘Transactional’ Supplier Relationship Model 10.3. The Supplier Partnership Model 10.4. Partnering Beyond the Supply Chain 10.5. Resources 10.6. Summary and Impact 11. People in Quality Management 11.1. Introduction 11.2. Respect for the Individual 11.3. Empowerment, Motivation and Participation 11.4. Teamwork 11.5. Developing People 11.6. Reward and Recognition: Performance Appraisal and Performance Related Pay 11.7. Summary and impact 12. Ethics and Corporate Social Responsibility 12.1. Introduction and Conceptual Foundations 12.2. Ethical Models 12.3. Ethics and Communication 12.4. Benefits and Risks of Ethical Behaviour 12.5. Creating an Ethical Environment 12.6. Corporate Social Responsibility 12.7. Summary 13. Learning, Change and Process Improvement 13.1. Introduction 13.2. Process Improvement 13.3. Change and Change Management 13.4. Organizational Learning 13.5. Summary and impact 14. Service Quality 14.1. Introduction 14.2. The Dimensions of Service Quality 14.3. Measuring Service Quality 14.4. Service Quality Gaps 14.5. Delivering Service Quality 14.6. Summary and Significance 15. Implementing Quality Management 15.1. Introduction 15.2. Will-Focus-Capability 15.3. Prepare the Organization for Transformation 15.4. Take Action to Achieve Transformation 15.5. Communicate, Review, Diagnose and Revitalise 15.6. Critical Success Factors 16. References Sisältö Introduction Background and History Definition of Quality Understanding Quality Management Development of Quality Thinking Summary Why Quality Management? Introduction What is Wrong with Traditional Approaches? Tangible Benefits Intangible Benefits Summary and impact The Contribution of Dr. W. Edwards Deming Introduction The 14 Points The Deadly Diseases The System of Profound Knowledge (SoPK) Summary 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 Summary Leadership in Quality Management Introduction Principles of Leadership for Quality Leadership Decision Making Summary and impact Strategic Quality Management Introduction Vision, Mission and Values Strategic Objectives Hoshin Kanri Summary Processes Introduction Business Processes: The Reality Process Planning Process Control Process Capability Managing Variation Reduction Using SPC Benefits of SPC Summary Partnerships and Resources Introduction The ‘Transactional’ Supplier Relationship Model The Supplier Partnership Model Partnering Beyond the Supply Chain Resources Summary and Impact People in Quality Management Introduction Respect for the Individual Empowerment, Motivation and Participation Teamwork Developing People Reward and Recognition: Performance Appraisal and Performance Related Pay Summary and impact Ethics and Corporate Social Responsibility Introduction and Conceptual Foundations Ethical Models Ethics and Communication Benefits and Risks of Ethical Behaviour Creating an Ethical Environment Corporate Social Responsibility Summary Learning, Change and Process Improvement Introduction Process Improvement Change and Change Management Organizational Learning Summary and impact Service Quality Introduction The Dimensions of Service Quality Measuring Service Quality Service Quality Gaps Delivering Service Quality Summary and Significance Implementing Quality Management Introduction Will-Focus-Capability Prepare the Organization for Transformation Take Action to Achieve Transformation Communicate, Review, Diagnose and Revitalise Critical Success Factors References 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. You can download the book for free via the link below.