Paper CQP 101

Quality Management Systems

The aim of this subject is to provide the learner with knowledge and skills required to implement, maintain and improve Quality Management Systems (QMS). The learner is expected to acquire the expertise and the professional gravitas and confidence needed to efficiently build or improve a QMS thus enhancing the capacity of the organizations they work for to determine, work out and refine their effectiveness.

On completion, a candidate should be able to

Discuss how quality and quality management evolved
Relate the principles of quality management to actionable behaviors
Apply the requirements of ISO Standards on management systems
Describe an efficient quality management system.

Content

1
The origin and evolution of quality management
Define quality and discuss how quality and quality management evolved
1. Introduction to quality
2. Quality management evolution
3. Importance of quality management
2
Quality Gurus
Describe various experts and their contribution to the field of quality
1. American Quality Gurus: i. W. E. Deming ii. Joseph M. Juran iii. Armand V. Feigenbaum
2. Japanese Quality Gurus: i. Kaoru Ishikawa ii. Genichi Taguchi iii. Shigeo Shingo
3. Contemporary quality gurus: i. Phil Crosby ii. Tom Peters iii. Dr Gregory H. Watson
3
Dimension of quality
Explain dimensions of quality for products and services
1. Dimensions of product quality
2. Dimensions of services quality
3. Quality and reputation
4
Principles of quality management
Relate the principles of quality management to actionable behaviors
1. Customer focus
2. Leadership
3. Engagement of people
4. Process Approach
5. Improvement
6. Evidence-based decision making
7. Relationship Management
5
Process approach for quality
Comprehend process approach as a foundation of quality management
1. Define a process
2. Source, Input, Process activities, Output, Customers (SIPOC)
3. Process mapping
4. Standardizing work using procedures
5. Plan, Do, Check and Act (PDCA) cycle
6. Process re-engineering
7. Benefits of process approach
6
Quality requirements
Describe quality requirements, characteristics and factors affecting quality in products and services
1. Quality of design
2. Quality of conformance
3. Quality of performance
4. Factors affecting quality
  1. f product or service
7
Requirements for management systems based on ISO
Comprehend the high- level structure of ISO quality management systems standards
1. Introduction to ISO
2. ISO 9000 series of standards
3. Introduction to quality management system
8
Context of an organization for quality
Conduct stakeholder mapping and analysis to understand their needs and expectations regarding quality
1. Understanding an
  1. rganization and its context
2. Stakeholder analysis
3. Stakeholder mapping
4. Stakeholder needs and expectations
5. Aligning quality and
  1. rganizational strategy
9
Leadership for quality
Explain leadership attributes and importance of leadership in quality management
1. Leadership and quality
2. Leadership and change management
3. Leadership commitment
4. Roles, responsibilities and authorities to deliver quality
5. Quality policy
10
Quality planning and support
Create plans necessary for implementation of quality management system
1. Quality planning
2. Quality objectives
3. Resources for quality
4. Competence enhancement for quality
5. Infrastructure and work environment
11
Quality Operations
Describe the design and development process for quality
1. Understanding and review of customer requirements
2. Design and development for quality
3. Quality control
4. Quality change management
5. Control of non- conforming outputs
12
Quality Culture
D escribe the concept of entrenching a culture of quality and performance excellence in an organization
1. Quality Culture defined
2. Customer focus culture
3. People empowerment
4. Continual improvement culture
5. Integrity, ethics and corporate social responsibility