MANAGEMENT OF QUALITY 1

Management
Of
Quality

©Wagura WPA®
(2014)

DEDICATION
For Bob, Brian, zipporah andKiki; You Are Wonderful kids
ACKNOWLEDGEMENTS
Joyce, Evans and all those others who contributed in one way or the other, please accept my gratitude because of the heavy contribution you made to the completion of this work.
Special thanks to the KIM Nanyuki Branch staff for the use of the institute’s facilities
ABSTRACT
Quality Management is closely associated with better quality products and services, higher productivity, lower costs and more timely delivery. The bottom line is that companies that have successfully implemented quality management programs are more profitable and competitive in the market place than those that have not. At the end of this course, the learner should be able to:-
(a) Analyze and evaluate the contribution of a wide range of business and quality management techniques to organizational effectiveness.
(b) Apply modern business and quality management principles to solve problems and streamline organizational processes.
(c) Plan, develop, implement and evaluate business and quality management strategies in all sector of the economy.
(d) Apply knowledge of global best practice trends in business and quality management.
CONTENT

INTRODUCTION II
CONTENTS V
UNIT ONE 1
INTRODUCTION TO QUALITY MANAGEMENT 1
1.1 Introduction to quality management / Historical background 1
1.1.1 Evolution of Quality Management Thought 1
1.2 Defining Quality 3
1.3 Dimensions of Quality 4
1.4 Importance of quality 5
1.5 Quality and Other functional areas of Management 7
1.6 Customer centrism as a driver of quality 7
UNIT TWO 9
PHILOSOPHIES OF QUALITY MANAGEMENT 9
2.1 Edwards Deming 9
2.2 Joseph M. Juran 10
2.3 Philip B. Crosby 11
2.4 Kaoru Ishikawa 12
2.5 Genichi Taguchi 14
2.6 Shigeo Shingo 15
UNIT THREE 18
TOTAL QUALITY MANAGEMENT 18
3.1 Introduction to TQM 18
3.2 Defining TQM 21
3.3 Principles of TQM 21
3.4 The TQM approach 23
3.5 TQM frameworks and Models 24
3.6 Benefits of

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