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ERIC Number: ED468235
Record Type: Non-Journal
Publication Date: 2002
Pages: 60
Abstractor: N/A
Reference Count: N/A
ISBN: ISBN-1-85338-760-6
Making Quality Sense: A Guide to Quality, Tools and Techniques, Awards and the Thinking Behind Them.
Owen, Jane
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)
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: For full text:
Publication Type: Guides - Non-Classroom
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: Learning and Skills Development Agency, London (England).
Identifiers - Location: United Kingdom