Module MC070

Quality Management


Module author

Krystyna Cholewicka-Gozdzik

Kozminski University

Learning objectives

After you completed this module, you will be able to:

  • Provide the students with the essence of quality management and its influence on competitiveness in business;
  • Present the main approaches to quality and its measurement;
  • Explain the key principles of achieving success in business.

Chapter 1: The importance of quality management in contemporary business
1.1 The conditions of business activity in the 21st century
1.2 Four categories of a company's value
1.3 Learn how to listen to the client

Chapter 2: What is quality?
2.1 Definition
2.2 How to compare the quality level of substitute products and competitors

Chapter 3: Total Quality Management (TQM) as a philosophy of doing business
3.1 Definition of TQM
3.2 Why TQM is defined as a total system
3.3 History of TQM
3.4 Total Quality pioneers
3.5 The fourth generation of management

Chapter 4: The ISO System
4.1 What is ISO?
4.2 What is a quality management system according to ISO?
4.3 ISO 9000 family standards
4.4 ISO – quality management principles
4.5 ISO 9001:2008 standard structure
4.6 The ISO system documentation
4.7 ISO 9000 and TQM are not in competition
4.8 Comparative scope of ISO 9000 and Total Quality Management
4.9 Two views of quality

Chapter 5: Quality Management – The Key Rules
5.1 Key differences
5.2 Quality management – key rules
5.3 Strategically based Quality Policy
5.4 Client Focus
5.5 Leadership
5.6 Employee commitment
5.7 The process approach
5.7.1 Process definition
5.7.2 Process specifications
5.8 The systems approach
5.9 Continuous improvement
5.10 Mutually beneficial supplier partnerships
5.11 Relationships with customers
5.12 Training
5.13 Obsession with quality
5.14 Empowerment and teamwork
5.15 Excellent communications

Chapter 6: Quality Costs
6.1 The influence of quality on profit
6.2 What are quality costs?
6.3 The objective of quality costs accounting
6.4 Life-cycle quality costs
6.5 Operational quality costs
6.5.1 Prevention costs
6.5.2 Appraisal costs
6.5.3 Internal and external failure costs
6.6 The process model for quality costing
6.7 The quality lever
6.8 Causes of failures
6.9 Quality cost indicators

Workload units 3
Read Module Excerpt Quality Management


Why Open School of Management believes that quality management is important

Quality management improves the processes, products and services of a business. Whenever a strong quality program is implemented, every aspect of the business stands to benefit. Companies implementing these programs can cut costs, improve efficiency, foster collaboration, enhance systems, and create a better customer experience. This module introduces students to every aspect of a quality management system.

What is quality management?

Quality management is sometimes referred to as total quality management. This is an important factor in the success of a company in delivering a great experience with products and services delivered. Quality management principles applied determine how the organization performs in delivering its product or service. Companies measure their products and services against a specific set of established standards. The concept merges the ideal level of quality associated with a given product or service with the means to achieve these stringent standards. How a product delivered satisfies the end user's requirements and expectations consistently are both considerations in measuring the quality of a good or service.

Common misconceptions

Quality management goes much deeper than just the product or service itself. The concept can affect multiple areas of a business on a much deeper level. Quality management is often applied exclusively to the specific product. When applied to the various systems of a business, quality management can improve the delivery and quality of a product or service. Once the product or service is delivered, other key teams must be in place to provide adequate support for the customers using it. The service team has to be able to offer excellent customer service in their response as well as be fully prepared to deliver it proactively.

The four ingredients of quality management

1. Quality planning: Quality planning defines the blueprint for how to deliver the quality standards in the most efficient manner.

2. Quality assurance: Consists of process controls, checks and balances, continuous improvement, compliance audits, training and employee engagement.

3. Quality improvement: Quality improvement represents the approach to measuring performance and the steps taken to improve it.

4. Quality control: Quality control consists of the procedures taken to meet the quality criteria established for the organization.

Why is total quality management necessary in today's economic and business environment?

Most of the successful programs integrate aspects of management, team collaboration and process improvement. Management from across the organization must work together collaboratively to create and implement the policies that are identified as being necessary for success. Continuous process improvement measures every effort or program executed in order to advance improvement initiatives. Teamwork is also a necessity for any total quality management programs.

What's needed in a successful total quality management program?

Everyone must show commitment to the overall program. The entire organization must be fully invested in any of these programs. Employees must be prepared with the tools and information necessary to run the programs. Employees must also be aware of the vision behind the initiative and what the individual expectations are. The entire environment must embrace the ideals of the quality improvement culture. Employees are actually invited to share their feedback in order to build robust programming. Continuous improvement is also about maintaining momentum and avoiding reverting back to older, counterproductive processes. There must also be a focus on meeting customer expectations and requirements with every user experience. This plays a significant role in customer retention, and employees are to have their specific set of responsibilities to make that happen. Effective control is also about monitoring and measuring performance for all initiatives. The performance monitoring programs entails documentation to identify areas for improvement and focus on developing initiatives to implement the right programs.


Module overview

This module will introduce the student all aspects of process improvement. Students will learn of the conditions in the 21st business program. Students will learn how to measure the various categories of a company's value and learn how to engage customers for a better listening experience. Students then get to explore the theory of quality as it applies to measuring a product or services internally. Competitor products are also evaluated as a part of the quality analysis training. Students dig much deeper into the philosophy of total quality management and learn how it pertains to their department. The necessary components of a system are discussed at length as a part of the program. Used in conjunction with an existing quality management program, ISO can be very instrumental in improving the overall quality of the organization.

The evolution of total quality systems is explored. ISO concepts are also introduced as a part of the module. Programs often utilize ISO standards as a resource for developing their quality management systems. This portion of the module focuses on every aspect of the quality management such as documentation or practices and systems. Every aspect of a sound program factors in every aspect of processes, continuous improvement initiative, leadership, systems and communications necessary to create an ideal quality management program. Quality costs are an additional topic cover. In this module, students learn to analyze the monetary aspect of implementing a program. Tracking costs as it pertains to administering a quality management program are discussed. Life cycle quality costs take into account how much a particular decision will cost. Enhancing the models used to track cost and determine the root causes for making a decision is also something that must be considered.

Students who successfully complete this module are able to hit the ground running in their respective organizations to support, build and maintain quality improvement systems that deliver of value and quality. Students are expected to be able to apply these teachings on a departmental level and are prepared to work collaboratively throughout the organization to implement the policies, programs and initiatives of a successful total quality management system.


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