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 “Using Quality to Improve Business” at Level 3 and Level 5.

The book is intended to provide quality professionals and students with a clear and comprehensive understanding of how business processes can be energised for quality. It delivers an exploration of the applicability and effectiveness of different quality tools and techniques for all organisational types. The intention being to encourage and stimulate the reader to feel sufficiently confident to use the tools and techniques in a practical and rewarding way to improve their business processes.

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 - Principles and Benefits

Section 2 - The Improvement Process

Quality Improvement Management

Quality Improvement Techniques

Prevention, Appraisal and Failure Model (PAF Model)

Process Quality Costs Model

Profit/Cost Model

Problem Solving a Team Approach


Quality Circles

Ishikawa’s Seven Tools of Quality

Nominal Group Technique and Brainstorming

Shewhart’s Control Charts and Graphs – Statistical Quality Control

8D Eight Disciplines Problem Solving

Six Sigma

Juran – Trilogy and Breakthrough and Control

Section 3 - Managing Improvement Projects

Planning Concepts

Managing the planning process

Section 4 - Lean

OPTIMUM – The Seven Wastes (Muda)

Root Cause Analysis


Gemba Gembutsu (Five Whys)

5S Technique


Just in Time

Total Productive Maintenance and Overall Equipment Effectiveness

Section 5 - Managing Business Process Improvement

Business Process Analysis

Process Mapping and Flowcharting




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