ERIC Number: ED468235
Record Type: Non-Journal
Publication Date: 2002
Reference Count: N/A
Making Quality Sense: A Guide to Quality, Tools and Techniques, Awards and the Thinking Behind Them.
This document is intended to guide further education colleges and work-based learning providers through some of the commonly used tools, techniques, and theories of quality management. The following are among the topics discussed: (1) various ways of defining quality; methods used by organizations to achieve quality (quality control, quality assurance, and total quality management); and types of benchmarking (metric, diagnostic, and process benchmarking); (2) continuous process improvement, process re-engineering, and process benchmarking steps; (3) quality tools and techniques (affinity diagrams, brainstorming, cause and effect, check sheets/tally sheets, flowcharts, force field analysis, Gantt charts, histograms, moments of truth, Pareto analysis, scatter diagrams, and SWOT [strengths, weaknesses, opportunities, threats] analysis); (4) models, awards, and assessment (the charter mark scheme; the European Foundation for Quality Management excellence model; Investors in People; ISO 9000; and PROBE [Promoting Business Excellence]); and (5) the well-known quality gurus, including Philip R. Crosby, W. Edwards Deming, Kaoru Ishikawa, and Joseph M. Juran. A glossary of quality-related jargon and a final note about the Learning and Skills Development Agency's Raising Quality and Achievement program conclude the document. A list of 7 book references and 6 Web site references for further information is also included. An example code of conduct for process benchmarking is appended. (Contains 18 tables/figures.) (MN)
Descriptors: Administrator Guides, Benchmarking, Brainstorming, Colleges, Definitions, Diagrams, Educational Assessment, Educational Improvement, Educational Indicators, Educational Quality, Evaluation Criteria, Evaluation Methods, Flow Charts, Foreign Countries, Glossaries, Guidelines, Job Training, Models, Organizational Development, Postsecondary Education, Program Evaluation, Quality Control, Standard Setting, Total Quality Management, Trainers, Vocabulary
Learning and Skills Development Agency, Regent Arcade House, 19-25 Argyll Street, London W1F 7LS, United Kingdom (Reference no. 1201A). Tel: 020 7297 9000; Fax: 020 7297 9001; Web site: http://www.lsda.org.uk/home.asp. For full text: http://www.lsda.org.uk/files/PDF/1201A.pdf.
Publication Type: Guides - Non-Classroom
Education Level: N/A
Authoring Institution: Learning and Skills Development Agency, London (England).
Identifiers - Location: United Kingdom