The course provides a comprehensive overview of total quality management, covering the following areas:

• Definitions of quality
• Cost of quality
• Scope of quality (products and services)
• Human resource management in total quality management
• Organization, formulation, implementation, and management of processes and procedures
• Quality design
• Quality control and improvement tools
• Continuous quality improvement programmes
• Quality management programmes
• Certification and evaluation
• Business excellence, the European Business Excellence Model and the Common Assessment Framework

On completion of this course students must have basic, wide-ranging knowledge of all the current topics in total quality management (TQM) including:

• basic concepts – application of quality – quality assurance & certification – accreditation;
• the latest TQM tools (Business Excellence Model, indicators – client satisfaction levels etc)
• communication: a key component of TQM
• the use of basic TQM tools
• the understanding and use of quality management systems and business excellence
• the relationship between quality management and production, marketing, research and development, supply chain management etc.