Understanding quality -- Models and frameworks for Total Quality Management -- Ledership and commitment -- Policy, strategy and goal deployment -- Partnerships and resources -- Design for quality -- Performance measurement frameworks -- Self-assessment, audits and reviews -- Benchmarking and change management -- Process management -- Process redesign/engineering -- Quality management systems -- Continuous improvement - the basics -- Continuous improvement - more advanced, including Taguchi and Six Sigma -- Continuous improvement - Lean systems -- Human resource management -- Culture change through teamwork -- Communications, innovation and learning -- Implementing TQM -- Case studies