Course Objectives
When you have completed
this workbook you will be better able to:
- explain what quality means
- recognize the benefits of quality improvement and development in
your work, and appreciate methods of establishing the costs of
quality
- have a good understanding of total quality management
- identify your customers and find ways of improving the quality of
the goods and services you provide for them
- lead your team in taking practical and positive steps towards
higher work quality
Assessment Criteria
Understand quality within an organization
1.1 Explain why quality is important to internal and external
customers in the organization
1.2 Explain what is meant by Total Quality Management
1.3 Explain the difference between design quality standards and
process quality standards
1.4 Identify one example of the cost of quality in the workplace
Know how to deliver quality within an organization
2.1 Briefly describe the quality system used by the organization
2.2 Identify two quality standards set for the organization
2.3 Briefly describe tools used to monitor quality in the workplace
2.4 Briefly describe records for maintaining quality in the
workplace
2.5 Identify two practical and positive steps to improve quality to
meet customer requirements in the workplace
International
Curriculum
Unit 3.19 - Official ILM
Curriculum, Institute of Leadership & Management
Course Outline
Workbook introduction
1 ILM Super Series study links
2 Links to ILM qualifications
3 Links to S/NVQs in Management
4 Workbook objectives
5 Activity planner
Session A - QUALITY AND CUSTOMERS
1 Introduction
2 Defining Quality
- What quality is (Activity 1, 2)
- The dimensions of quality
(Activity 3)
3 Design Quality and Process Quality (Activity 4)
4 Quality Systems
- Quality control
- Quality assurance
5 Why is Quality Important (Activity 5)
- Competition
-
Non-profit-making organizations
- Consumer legislation
- Other
beneficiaries (Activity 6)
6 The Cost of Quality
- The cost components (Activity 7)
-
Quality costs - the traditional view (Activity 8)
- Quality costs - the process cost model (Activity 9)
7 Dependability (Activity 10)
- The bath-tub curve (Activity 11)
- Reducing failure rates (Activity 12)
8 Certification and accreditation schemes
- The standards bodies
- Quality systems standards
- ISO 9000
- Certification under ISO
9001 (Activity 13, 14)
- But does ISO 90014 certification really
indicate quality
- Investors in People recognition (Activity 15)
Self Assessment, Summary
Session B - TOWARDS TOTAL QUALITY
1 Introduction
2 The Traditional Approach to Quality Management
3 What is Total Quality Management (Activity 16)
4 Continuous Improvement
5 Focus on the Customer (Activity 17)
- Quality and internal
customers (Activity 18)
6 A Commitment to Quality
- Being consistent (Activity 19)
-
Communicating
7 Teamwork and Trust
Self Assessment, Summary
Session C - PRACTICAL STEPS TO QUALITY
1 Introduction
2 Finding Ways to Improve Quality
- Approaches to quality improvement
- Do you know where the
problem lies (Activity 20)
3 Working as a Team
- Quality improvement groups (Activity 21)
-
How quality improvement teams work
4 Getting your Team to Work for Quality
- Ishikawa's seven tools
and techniques (Activity 22)
- Work conditions
(Activity 23)
- Recommending improvements to quality related
activities
(Activity 24)
- Empowering teams (Activity 25)
5 Zero Defects Programs
Self Assessment, Summary
Performance checks
1 Quick quiz
2 Workbook assessment
3 Work-based assignment
Reflect and review
1 Reflect and review
2 Action plan
3 Extensions
4 Answers to self-assessment questions
5 Answers to the quick quiz
6 Certificate