Quest for Quality - Module 1 - Self Study - Workbook Version

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Quality has always been a crucial factor in the success of any organization, and being a total quality organization means that quality is everybody's job. The Quest for Quality Module 1 Workbook is an introductory-level self-study guide that will help you learn more about the basic principles and concepts of quality, including customer service and employee satisfaction. This in turn will enable you to be more effective in managing quality in your workplace.

Quest for Quality is applicable to any organization that is committed to the pursuit of excellence, whether it is private or public sector, profit or not-for-profit. The workbook is intended for all employees in organizations that are beginning a quality journey, from front line staff to senior managers.

Chapter 1: What is Quality

Find out what quality means.

Outline

Quality has always been a crucial factor in the success of any organization. The quest for quality begins with a shared understanding of what quality means. This chapter answers the fundamental question, "What is quality?" It starts with a chapter from a fictitious case study, The Magpie Express Company. As you read, you'll look for examples of good quality service and poor quality service. Then, in the Focus section, you'll take a closer look at what quality means. What is Quality? is the first of six chapters in the Quest for Quality Online Workbook.


Chapter 2: The Cost of Quality

Examine the costs associated with achieving, or failing to achieve, quality.

Outline

There's a common misconception that a higher level of quality means a higher cost. In fact, it usually costs less to do something right the first time than to fix something that wasn't acceptable, either to the customer or to the organization. In this chapter, you will examine the different costs associated with achieving, or failing to achieve, quality. The chapter starts with the second chapter from our fictitious case study, The Magpie Express Company. The chapter picks up with the Colonel trying to build a better stagecoach and mail service for his customers. We'll see all the costs of quality he incurred both during and after developing The Magpie Express Company. These events are used in the Focus section to illustrate the concepts behind the cost of quality.

Chapter 3: Why Bother?

Assess the benefits of improved quality.

Outline

Improved quality results in benefits for both the customers and the organization. In this chapter, you will examine why we should concern ourselves with achieving quality. The chapter starts with the third chapter from our fictitious case study, The Magpie Express Company. The chapter picks up with the Colonel trying to solve the problems that resulted from a washed out section of trail. We'll see how his concern for preventing the problem from occurring again leads to better quality service. We'll also see how this improved quality results in benefits for both the customers and the business. These events are used in the Focus section to illustrate the concepts associated with the need to improve quality.

Chapter 4: Achieving Quality at the Organizational Level

Explore the strategic approach to achieving organizational quality.

Outline

Achieving quality at the organizational level is a science unto itself. In this chapter, we will review the Total Quality Management (TQM) frameworks used by today's successful organizations and talk about why TQM is so important. This chapter examines how we achieve quality at the organizational level. It starts with the fourth chapter from our fictitious case study, The Magpie Express Company. The chapter picks up with the Colonel trying to manage the company as it continues to grow. In doing so, we'll see how the company implements a strategic approach to achieving quality at the organizational level. These events are used in the Focus section to illustrate the concepts associated with achieving quality at the organizational level.

Chapter 5: Achieving Personal Quality

Consider the benefits of achieving personal quality.

Outline

Adopting and practising quality principles is one of the primary ways in which an organization starts to transform itself into a Total Quality organization. In this chapter, we'll see how individual employees become part of the organization’s success by achieving personal quality. Achieving Personal Quality examines how we achieve quality at the personal level. It starts with the fifth chapter from our fictitious case study, The Magpie Express Company. The chapter picks up with the company facing new challenges in its quest to become a Total Quality Organization. We'll see how the Colonel and his employees, by practicing quality principles on a personal level, help the company meet these challenges. We'll also see the wider benefits that result from achieving personal quality. These events are used in the Focus section to illustrate the concepts associated with achieving personal quality.


chapter 6: Quest for Quality – Summary

Map out your personal Quest for Quality.

Outline

The quest for quality is a never-ending journey that takes place at both the personal and the organizational levels. In this chapter, you'll read the final installment in the story of The Magpie Express Company. Then we will summarize what we've learned about quality, and suggest ways for you to start your own personal quest for quality.