Quality Management & Training


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

This book has been developed to support the Chartered Quality Institute (CQI) course “Quality Management” at Levels 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 Certificate and Diploma in Quality, 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.



Section 1 - Quality Management

Introduction to Quality Management

Quality Definitions

Quality Systems, Concepts, Philosophy and Strategy

Components of Quality Management

Quality Improvement

Total Quality Management

Quality Improvement Techniques

Section 2 - Principles of Quality

Principles of Quality

The Eight Principles of Quality

Business Benefits

Stakeholders, Customers and Interested Parties

Customer and Stakeholder Needs

Section 3 - The PDCA Cycle

Dr. W Edwards Deming and PDCA

ISO 9001 and PDCA

Section 4 - Process Design

Business Process Analysis

Process Mapping and Flowcharting

Quality Planning

Implementation of a Quality Management System

Structure of the Quality Manual

Section 5 - Quality Management Function

Quality Management – Roles and Responsibilities

Quality Manager


Internal Auditor

Section 6 - Quality related Costs

Quality Costs

Prevention, Appraisal and Failure Model (PAF Model)

Process Quality Costs Model

Profit/Cost Model




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