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
   1. Definition of Quality
   2. Understanding Quality Management
   3. Development of Quality Thinking
   4. Summary
3. Why Quality Management?
   1. Introduction
   2. What is Wrong with Traditional Approaches?
   3. Tangible Benefits
   4. Intangible Benefits
   5. Summary and impact
4. The Contribution of Dr. W. Edwards Deming
   1. Introduction
   2. The 14 Points
   3. The Deadly Diseases
   4. The System of Profound Knowledge (SoPK)
   5. Summary
5. Standards and Models
   1. Why Do we Need Standards and Models?
   2. ISO 9000 Series Standards
   3. Self- Assessment Models of Quality
6. Customers
   1. Introduction
   2. Customers and Quality: The Myths
   3. Internal and External Customers
   4. Requirements Gathering and Value Analysis
   5. Summary
7. Leadership in Quality Management
   1. Introduction
   2. Principles of Leadership for Quality
   3. Leadership Decision Making
   4. Summary and impact
8. Strategic Quality Management
   1. Introduction
   2. Vision, Mission and Values
   3. Strategic Objectives
   4. Hoshin Kanri
   5. Summary
9. Processes
   1. Introduction
   2. Business Processes: The Reality
   3. Process Planning
   4. Process Control
   5. Process Capability
   6. Managing Variation Reduction Using SPC
   7. Benefits of SPC
   8. Summary
10. Partnerships and Resources
    1. Introduction
    2. The ‘Transactional’ Supplier Relationship Model
    3. The Supplier Partnership Model
    4. Partnering Beyond the Supply Chain
    5. Resources
    6. Summary and Impact
11. People in Quality Management
    1. Introduction
    2. Respect for the Individual
    3. Empowerment, Motivation and Participation
    4. Teamwork
    5. Developing People
    6. Reward and Recognition: Performance Appraisal and Performance Related Pay
    7. Summary and impact
12. Ethics and Corporate Social Responsibility
    1. Introduction and Conceptual Foundations
    2. Ethical Models
    3. Ethics and Communication
    4. Benefits and Risks of Ethical Behaviour
    5. Creating an Ethical Environment
    6. Corporate Social Responsibility
    7. Summary
13. Learning, Change and Process Improvement
    1. Introduction
    2. Process Improvement
    3. Change and Change Management
    4. Organizational Learning
    5. Summary and impact
14. Service Quality
    1. Introduction
    2. The Dimensions of Service Quality
    3. Measuring Service Quality
    4. Service Quality Gaps
    5. Delivering Service Quality
    6. Summary and Significance
15. Implementing Quality Management
    1. Introduction
    2. Will-Focus-Capability
    3. Prepare the Organization for Transformation
    4. Take Action to Achieve Transformation
    5. Communicate, Review, Diagnose and Revitalise
    6. Critical Success Factors
16. References