• Total Quality Management / The Objective of Quality / Quality Philosophers /Quality Control & Quality Assurance
• Statistical Quality & Process Control / Basic Tools of Quality Management
• Why it is important to know what quality costs
• Quality Audits and the role played by the auditor
• Teamwork and its relationship to Total Quality Management
• Focus on the Customer / Quality, Environmental & Occupational Health & Safety Management Systems
• Commonalities & Differences
• Factors that can lead to poor decision making
• Performance appraisal, what can go wrong and what can be done about it
• Why new tools are needed for effective quality management
• Introduction to statistical tools