Integral Logistics Management — Operations Management and Supply Chain Management Within and Across Companies

Course 18 – Quality Management — TQM and Six Sigma

Intended learning outcomes: Produce an overview on concept and measurement of quality. Explain quality management tasks at the operations level. Describe quality management systems.


This chapter provides an overview of the management system called TQM (total quality management). In recent years, the Six Sigma program has come to the fore in the quality movement. Figure 1 in the introduction showed “quality” as a task that is oriented to company performance. To achieve goals in the area of quality, it is necessary to master the specific elements of the management concept for quality and to integrate these goals appropriately in all management systems along the value chain. Beyond that, Total quality management and Six Sigma are systems within comprehensive company management, which also focuses on the needs and expectations of internal and external stakeholders.

The first section in this chapter deals with the concept of quality and its measurability. Part two provides a summary of the tasks of quality management at the operations level. Part three looks at the more strategic tasks as related to Total quality management and Six Sigma.


Course sections and their intended learning outcomes

  • Course 18 – Quality Management — TQM and Six Sigma

    Intended learning outcomes: Produce an overview on concept and measurement of quality. Explain quality management tasks at the operations level. Describe quality management systems.

  • 18.1 Quality: Concept and Measurement

    Intended learning outcomes: Produce an overview on the quality of processes, products and organizations as well as its measurability. Present the concept of quality measurement and Six Sigma.

  • 18.2 Quality Management Tasks at the Operations Level

    Intended learning outcomes: Produce an overview on the Deming Cycle (PDCA Cycle) and the Shewhart Cycle as well as the Six Sigma Phases. Present the phases of quality planning, control, assurance, and activation of the Deming Cycle. Describe the Six-Sigma phases of define, measure, analyze, improve, and control. Differentiate between continual improvement and reengineering.

  • 18.3 Quality Management Systems

    Intended learning outcomes: Present standards and norms of quality management: ISO 9000:2015. Describe the optimization paradigm: models and awards for Total Quality Management. Produce an overview on audits and procedures for assessing the quality of organizations, as well as on benchmarking.

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