- The concept of Total Quality Management
- The philosophy behind Total Quality Management
- Leading lights and their ideas
- The core principles in achieving Total Quality Management
- Prevention not correction
- Customer focus
- Process improvement
- Benchmarking
- Cause and effect
- Measurement
- Cost of quality
- Principles into practice
- Commitment and involvement
- To the customer – improved quality
- To employees – increased satisfaction
- To the organisation – better performance