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by Institute of Leadership & Institute of Leadership & Management
Providing Quality to Customers, 5th Edition
Front Cover
Title Page
Copyright
Contents
Series preface
Unit specification
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
3 Design quality and process quality
4 Quality systems
5 Why is quality important?
6 The cost of quality
7 Dependability
8 Certification and accreditation schemes
9 Summary
Session B Towards total quality
1 Introduction
2 The traditional approach to quality management
3 What is total quality management?
4 Continuous improvement
5 Focus on the customer
6 A commitment to quality
7 Teamwork and trust
8 Summary
Session C Practical steps to quality
1 Introduction
2 Finding ways to improve quality
3 Working as a team
4 Getting your team to work for quality
5 Zero defects programmes
6 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
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Copyright
super
series
Providing
Quality to
Customers
FIFTH EDITION
Published for the
Institute of Leadership & Management
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