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.

This study guide is designed to provide an overview of the key elements, important historical context and current debates in the field of Quality Management. It aims to give a coherent view of the underlying principles of quality management, and how these relate to practical application in a range of organizations. The tools and techniques which support the principles are not covered in detail in this guide, More information on these can be found in the companion guide: “Six Sigma: Principles and Practices” also available at Bookboon.com.

The guide starts with a development of the theory in each area and then provides a contextualisation which considers what the theory might mean for organizational practice. Due to the complexity of many of the issues addressed, it is possible to write much more on any single topic but I have tried to cover most of the key points in order to provide a foundation, and further literature linked from the text allows the reader to investigate any topic in more depth if they wish. Finally, at the end of each chapter there are a number of questions for you to develop your thinking in the area.

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

References