To provide candidates with a sound knowledge and understanding of the means to develop, improve and implement quality management systems, and the means by which management advice and support may
be provided.

Establishing, developing, implementing and supporting quality assurance and quality management systems in order to ensure the provision of products and services which seek to meet customer requirements and expectations.

The candidate should know and understand how to:

1. Select appropriate quality management systems which match customer requirements and expectations in the context of organisation structures and culture types.
2. Demonstrate understanding of quality standards for varying organisations and the means for assessing them in terms of the customer.
3. Distinguish quality management systems tools and techniques, with a particular focus on development, improvement of quality performance and implementation.
4. Establish effective and efficient quality information and communication systems which seek to improve quality performances and ensure team and individuals in continuous improvement.
5. Describe planning, advice and support procedures which underpin the effective and efficient application of quality management systems.

Candidates are not required to be fully conversant with the content of any other Unit.

Organisational context

1. A focus on organisation structures and culture issues which pertain to the appropriateness of quality management systems in the context of work processes and procedures; control systems; current quality management; quality activities in terms of standards; measurement and performance; resource requirements and roles and responsibilities; issues.

Quality management

2. An exploration of quality standards for both manufacturing and service organisations; various means for assessing quality standards; specifications in terms of customer needs and expectations; the importance of quality assurance.
3. Identifying the appropriateness of the mix and spread of tools and techniques available for quality management systems.
4. Understanding the means for developing, improving and implementing quality management systems, with a particular focus on quality performance measures; quality performance measurement systems and procedures; and the definition of quality management roles and responsibilities.
5. Assessing the quality information needs and requirements of internal and external customers and suppliers.