1. Fundamentals of Quality Management

• 1.1 Definition: What is quality management?
• 1.2 Importance: Why quality management matters for organizations.
• 1.3 Principles: Core principles of quality management, including customer focus, leadership, engagement, process approach, and continual improvement.

2. Quality Management Systems (QMS)

• 2.1 Overview: Key components of a QMS.
• 2.2 Implementation: Steps for establishing a QMS.
• 2.3 Standards: Introduction to major quality standards like ISO 9001.

3. Quality Management Tools

• 3.1 Quality Planning: Techniques for planning quality management.
• 3.2 Quality Control: Methods for monitoring and controlling quality.
• 3.3 Quality Assurance: Ensuring consistent quality through systematic processes.

4. The Role of Quality Management

• 4.1 Impact on Performance: How quality management influences organizational performance.
• 4.2 Customer Satisfaction: The relationship between quality management and customer satisfaction.
• 4.3 Continuous Improvement: The role of quality management in fostering a culture of continuous improvement.

1. Cost of Quality (COQ)

• 1.1 Overview: Definition and importance of COQ.
• 1.2 Components: Types of quality costs, including prevention costs, appraisal costs, internal failure costs, and external failure costs.
• 1.3 Measurement: Techniques for measuring and analyzing COQ.
• 1.4 Impact: Understanding how COQ affects overall business performance and profitability.

2. Total Quality Management (TQM) Tools

• 2.1 Overview: Introduction to TQM and its principles.
• 2.2 Key Tools:
  • 2.2.1 Fishbone Diagram (Ishikawa): Identifying root causes of quality issues.
  • 2.2.2 Pareto Analysis: Prioritizing problems based on their impact.
  • 2.2.3 Control Charts: Monitoring process performance and stability.
  • 2.2.4 Histograms: Visualizing the distribution of data.
  • 2.2.5 Scatter Diagrams: Analyzing relationships between variables.
• 2.3 Implementation: How to apply these tools effectively in quality management.

3. Integrating COQ and TQM Tools

• 3.1 Linking COQ with TQM: Using COQ data to inform TQM initiatives.
• 3.2 Case Studies: Real-world examples of successful integration of COQ and TQM tools.
• 3.3 Continuous Improvement: Leveraging COQ and TQM tools for ongoing quality enhancement.

• Quality Standards Overview: Purpose and benefits.
• Key Standards: ISO 9001, ISO 14001, ISO 45001, and industry-specific standards.
• Implementation: Steps for adoption and certification.
• Maintenance: Audits, continuous improvement, and staff training.

• Principles of Service Quality: Definition, importance, and dimensions.
• Measuring Service Quality: Tools, metrics, and feedback analysis.
• Improving Service Quality: Strategies, service recovery, and best practices.
• Enhancing Customer Satisfaction: Relationship management, personalization, and loyalty programs.