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

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.


Quality management is a set of actions of the general management function that determines the quality policy and aims and responsibilities, and realizes them by means of quality planning, quality control, quality assurance, and quality improvement within the framework of the quality management system [ISO8402].

See here also [GrJu00], [PfSm14], and [PfSm15]. Six Sigma focuses on the objects of quality management.

Six Sigma as a problem-solving methodology, or method of improving performance,is a method for improving products, procedures, processes, operations, or opportunities.

Within this context, the aim is to understand customer requirements and to improve the business processes that fulfill those requirements as rapidly and as sustainably as possible. Beyond the methods of quality management, the Six Sigma methodology attaches great importance to utilizing rigorous data analysis to minimize variation in business processes. The improvement processes are more precisely specified in measures of Six Sigma; this allows standard implementation.


Course section 18.2: Subsections and their intended learning outcomes

  • 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.

  • 18.2.1 The Deming Cycle (PDCA Cycle) and the Shewhart Cycle

    Intended learning outcomes: Produce an overview on The Shewhart cycle developed in statistical quality control. Present the Deming cycle. Describe quality management tasks in the Deming cycle.

  • 18.2.2 The Six Sigma Phases

    Intended learning outcomes: Present DMAIC, the Six Sigma phases. Describe the tasks in the Six Sigma phases. Differentiate between DMAIC, RDMAIC, DMAICT, and DMADV.

  • 18.2.3 Quality Planning — Define Phase

    Intended learning outcomes: Identify the cause of differences between stakeholders’ expectations and actual product or process characteristics. Explain quality function deployment – the house of Quality and 10 steps of implementation. Describe the SIPOC diagram and the CTQ matrix.



Course 18: 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.

  • 18.4 Summary

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  • 18.5 Keywords

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