Providing quality to customers
Super series are a set of workbooks to accompany the flexible learning programme specifically designed and developed by the Institute of Leadership & Management (ILM) to support their Level 3 Certificate in First Line Management. The learning content is also closely aligned to the Level 3 S/NVQ...
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| Autores Corporativos: | , |
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Oxford :
Pergamon Flexible Learning
2007.
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| Edición: | 5th ed |
| Colección: | Institute of Learning & Management Super Series
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| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009628194706719 |
Tabla de Contenidos:
- Superseries: Providing Quality to Customers; Copyright; Contents; Series preface; Unit specification; Workbook introduction; 1 ILM Super Series study links; 2 Links to ILM qualifications; 3 Links to S/NVQs in Management; 4 Workbook objectives; 5 Activity planner; Session A Quality and customers; 1 Introduction; 2 Defining quality; 3 Design quality and process quality; 4 Quality systems; 5 Why is quality important?; 6 The cost of quality; 7 Dependability; 8 Certification and accreditation schemes; 9 Summary; Session B Towards total quality; 1 Introduction
- 2 The traditional approach to quality management3 What is total quality management?; 4 Continuous improvement; 5 Focus on the customer; 6 A commitment to quality; 7 Teamwork and trust; 8 Summary; Session C Practical steps to quality; 1 Introduction; 2 Finding ways to improve quality; 3 Working as a team; 4 Getting your team to work for quality; 5 Zero defects programmes; 6 Summary; Performance checks; 1 Quick quiz; 2 Workbook assessment; 3 Work-based assignment; Reflect and review; 1 Reflect and review; 2 Action plan; 3 Extensions; 4 Answers to self-assessment questions
- 5 Answers to the quick quiz6 Certificate
