Background and History 

• Definition of Quality 

• Understanding Quality Management 

• 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 Quality Management

• Principles of Leadership for Quality 

• Leadership Decision Making 

• Summary and impact 

Strategic Quality Management

• Vision, Mission and Values 

• Strategic Objectives

Processes 

• 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 Quality Management 

• 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 Quality Management 

• Will-Focus-Capability 

• Prepare the Organization for Transformation 

• Take Action to Achieve Transformation 

• Communicate, Review, Diagnose and Revitalize 

• Critical Success Factors 
   

Course Outline