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IntroductionSite SummarySite MapEvolutionGurusTQMProcessesToolsPeopleSystemsPerformanceExcellenceSelf-assessmentBenchmarkingImplementationCase StudiesBibliographyQuality Support OrganisationsBusiness Support Organisations



People, roles within teams, team development and the use of teamwork to tackle process improvement and re-design.

Quality management systems, ISO 9000, their benefits, and how to develop, implement and maintain one.

Measuring performance, including cost of quality, a simple performance measurement framework, and the balanced scorecard approach.

The concept of excellence, international models, and assessment using the models.

Self-assessment & awards, methods for implementation, benefits to be obtained, awards and the process for applying for it.

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