Institute of Leadership &. Mana
Routledge, 2002 - Business & Economics - 97 pages
With forty well structured and easy to follow topics to choose from, each workbook has a wide range of case studies, questions and activities to meet both an individual or organization's training needs. Whether studying for an ILM qualification or looking to enhance the skills of your employees, Super Series provides essential solutions, frameworks and techniques to support management and leadership development.
* Developed by the ILM to support their Level 3 Introductory Certificate and Certificate in First Line Management
* Well-structured and easy to follow
* Fully revised and updated
What people are saying - Write a review
We haven't found any reviews in the usual places.
Quality and customers
Towards total quality
Practical steps to quality
Reflect and review
Other editions - View all
accreditation to ISO Achieving Quality action Activity answer appraisal and failure benefits British Standards Institution completed this workbook conforms to specifications continuous improvement control costs costs of quality customer wants defined dependable Design quality detailed improvements Edwards Deming employees empowerment ensure example External failure costs fulfil requirements high quality implementing quality management involving teams throughout kaizen large number levels of quality manufacturer mins number of detailed organizational Philip Crosby poor quality prevention costs process quality product or service products and services quality assurance Quality assurance QA quality control quality costs Quality development quality goals Quality improvement groups quality improvement teams Quality management systems quality means Question requirements for quality Roy Bailey S/NVQ portfolio service satisfies customers session staff statistical process control supplier team leader team members Teamwork and trust things total quality management Understanding Quality wants and expectations