Contents:


     
    Background and History:
     
  • Definition of Quality
  • Understanding Quality Management
  • Development of Quality Thinking
    •  
    Why Quality Management?
     
  • Introduction
  • What is wrong with Traditional Approaches?
  • Tangible Benefits
  • Intangible Benefits
  • Summary and impact
  • Summary
    •  
    The Contribution of Dr. W. Edwards Deming:
     
  • Introduction
  • The 14 Points
  • The Deadly Diseases
  • Quality Management
  • The System of Profound Knowledge (SoPK)
  • 4.5 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
  • Quality Management
  • 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
  • Summary and impact
    •  
    Ethics and Corporate Social Responsibility:
     
  • Introduction and Conceptual Foundations
  • Ethical Models
  • Ethics and Communication
  • Benefits and Risks of Ethical Behavior
  • 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 Revitalize
  • Critical Success Factors