Quality Management & Training

Quality Management - People in Quality

By: Dr Mary-Clare Bushell and Geoff Vorley MSc MCQI

This book has been developed to support the Chartered Quality Institute (CQI) course “People in Quality” at Level 3 and Level 5.

This book is part of the Quality Management series of books which includes:

  • Quality Management – People in Quality
  • Quality Management – Management System Models
  • Quality Management – Monitoring and Measuring for Quality
  • Quality Management – Quality Assurance and Management
  • Quality Management – Using Quality to Improve Business
  • Quality Management – Management Systems Audit
  • Quality Management – Quality Related Legislation and Regulations
  • Quality Management – Quality Planning in the Product Lifecycle
  • Quality Management – Quality Assurance & Supply Chain
  • Quality Management – Quality Control


These books together form a complete series to support the CQI Diploma and Certificate in Quality Management, thus ensuring they comprehensively cover all the very latest information associated with Quality Management.


Geoff Vorley and Mary-Clare Bushell are both associate lecturers in Quality at Surrey University and founding directors of Quality Management and Training (Publications) Limited. Their knowledge of the subject extends over many years, providing consultancy and training in QA.

Quality Management and Training provides; consultancy, training, distance learning and many other QA products in Quality and Health and Safety Management to large numbers of organisations and individuals.


Introduction to People in Quality

Section 1 - Principles of Leadership and Motivation

Culture and Organisational Structure

Company Organisation Structure

Functional Organisation

Project based Organisation

Matrix Organisation

Communication and Organisational Structures


Group Dynamics and Leadership

Group Formation

Group Effectiveness

Improvement teams

Team roles

Advantages of Groups

Disadvantages of Groups

Introduction to Brainstorming

Self Directing Work Teams


Quality Circles

Introducing and implementing Quality Circles

Comparison of Kaizen and Quality Circles

Participative Improvement Activities

Suggestion Schemes

Section 2 - The Influence of Quality Gurus on Work Organisation

Quality Philosophy

Kaoru Ishikawa

Ishikawa’s Seven Tools of Quality

Pareto Analysis

Cause and Effect Diagrams

Stratification or Sampling

Activity Sampling

Check or Tally Sheets

Histograms or Bar Charts

Scatter Diagram

Shewhart’s Control Charts and Graphs

Philip B. Crosby

W. Edwards Deming

Deming’s 14 Points

Joseph M. Juran

Breakthrough and Control

A. V. Feigenbaum

Total Quality Control

Peter Drucker

Management by Objectives

Claus M ller

Time management

Putting People First

Shigeo Shingo

Genichi Taguchi

Experimental Design

Section 3 - Organisational Support for Team Activities

Tom Peters

Six Sigma

Realisation of the Learning Organisation


Section 4 - Communication

Theories, Models and Essential Terms

The Communication Process


Barriers to Communication

Messages, Media and Channels

Why do we Communicate?

Oral Communication

Written Communication

Non-Verbal Communication

Using language and using images

The uses of language

Techniques for Good Business Writing

Layout and Formats

Formal Reports

Using Illustrations and Images

Powers of Persuasion, Motivation and Change

Report Writing

Making Presentations

Preparation for Communicating

Planning the Message

Group Communication

Team Meetings

Team decision-making

Active Listening

Bibliography & References



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