• 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