Managing Quality in The 21st Century

This study guide is designed to give a coherent view of the underlying principles quality management, and how these relate to practical application. 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. 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; further depth of coverage can be found in the companion guide to this in the textbook section of the Bookboon site.

Content

1. Introduction
   1. Definition of Quality
   2. Understanding Quality Management
   3. Development of Quality Thinking
   4. Summary
2. Why Quality Management?
   1. Introduction
   2. What is Wrong with Traditional Approaches?
   3. Tangible Benefits
   4. Intangible Benefits
   5. Summary and impact
3. Standards and Models
   1. Why Do we Need Standards and Models?
   2. ISO 9000 Series Standards
   3. Self- Assessment Models of Quality
4. Customers
   1. Introduction
   2. Customers and Quality: The Myths
   3. Requirements Gathering and Value Analysis
   4. Summary
5. Leadership in Quality Management
   1. Introduction
   2. Principles of Leadership for Quality
   3. Summary and impact
6. Strategic Quality Management
   1. Introduction
   2. Vision, Mission and Values
   3. Strategic Objectives
   4. Hoshin Kanri
   5. Summary
7. Processes
   1. Introduction
   2. Business Processes: The Reality
   3. Process Planning
   4. Process Control
   5. Process Capability
   6. Benefits of SPC
   7. Summary
8. Supplier Partnerships
   1. The ‘Transactional’ Supplier Relationship Model
   2. The Supplier Partnership Model
   3. Summary and Impact
9. People in Quality Management
   1. Introduction
   2. Respect for the Individual
   3. Empowerment, Motivation and Participation
   4. Teamwork
   5. Developing People
   6. Summary and impact
   7. Change and Process Improvement
   8. Introduction
   9. Process Improvement
   10. Change and Change Management
   11. Summary and impact
10. 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
11. References