Quality Management

Basic principles of quality management. Quality management systems concepts. Structure and analysis of the ISO 9000 family of standards requirements. The branch standard features and requirements. TQM – concepts and approaches. The EFQM Excellence Models application. Process approach within quality management. Quality management processes at top management level. Quality management processes at design and development stage. Quality management processes at product realization. Quality management processes at purchasing – partnership with suppliers. Quality management processes at sales. Economic considerations related to quality – quality costing. Benchmarking and its use. Quality auditing – functions and procedures. Customer satisfaction and loyalty measurement. Customer value analysis. Processes and quality management systems performance measurement. Self-assessment – approaches. Continuous improvement at quality management systems. Integrated management systems. Balanced Scorecard and its use at quality management.