Cover image for Providing Quality to Customers, 5th Edition

Providing Quality to Customers, 5th Edition

Author Institute of Leadership & Institute of Leadership & Management
Release Date: 2013/06/01
Topic:
0%
14
Chapters
0-1
Hours read
0k
Total Words
    Start Reading Now    
       Add to Wishlist       
View table of contents

Book Description

Super series are a set of workbooks to accompany the flexible learning programme specifically designed and developed by the Institute of Leadership & Management (ILM) to support their Level 3 Certificate in First Line Management. The learning content is also closely aligned to the Level 3 S/NVQ in Management. The series consists of 35 workbooks. Each book will map on to a course unit (35 books/units).

Table of Contents

  1. Front Cover
  2. Title Page
  3. Copyright
  4. Contents
  5. Series preface
  6. Unit specification
  7. Workbook introduction
    1. 1 ILM Super Series study links
    2. 2 Links to ILM qualifications
    3. 3 Links to S/NVQs in Management
    4. 4 Workbook objectives
    5. 5 Activity planner
  8. Session A Quality and customers
    1. 1 Introduction
    2. 2 Defining quality
    3. 3 Design quality and process quality
    4. 4 Quality systems
    5. 5 Why is quality important?
    6. 6 The cost of quality
    7. 7 Dependability
    8. 8 Certification and accreditation schemes
    9. 9 Summary
  9. Session B Towards total quality
    1. 1 Introduction
    2. 2 The traditional approach to quality management
    3. 3 What is total quality management?
    4. 4 Continuous improvement
    5. 5 Focus on the customer
    6. 6 A commitment to quality
    7. 7 Teamwork and trust
    8. 8 Summary
  10. Session C Practical steps to quality
    1. 1 Introduction
    2. 2 Finding ways to improve quality
    3. 3 Working as a team
    4. 4 Getting your team to work for quality
    5. 5 Zero defects programmes
    6. 6 Summary
  11. Performance checks
    1. 1 Quick quiz
    2. 2 Workbook assessment
    3. 3 Work-based assignment
  12. Reflect and review
    1. 1 Reflect and review
    2. 2 Action plan
    3. 3 Extensions
    4. 4 Answers to self-assessment questions
    5. 5 Answers to the quick quiz
    6. 6 Certificate
18.189.180.76