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The book covers the basic issues related to quality management. The essence of quality and its definition were explained, the development of quality management was presented from the perspective of the most important quality pioneers in the world. The well-known and recognized quality management standard, ISO 9001: 2015, was presented. The requirements of this standard have been thoroughly discussed with many practical examples. Much attention has been paid to the role of improvement, which is undoubtedly the foundation of quality management and can be reflected in many models and philosophies such as TQM or Kaizen. The essence of standardization of activities in enterprises was shown, stressing its undoubted advantages and the undisputable necessity for its implementation. To benefit from continuous improvement, the quality management methods and tools have been introduced – selected methods such as FMEA, QFD, SPC, Global 8D, and 5S were discussed, and seven traditional and seven new quality management tools were characterized.

Anna Mazur
Educator and trainer with twenty years of experience in the field of management systems as well as auditing and assessment of management systems in enterprises of various industries. Author of a number of studies related to planning, implementation, and evaluation of the functioning of management systems in organizations. Reviewer in national industry magazines. She carries out numerous projects and training for enterprises in the field of implementation and auditing of management systems and the use of quality management methods and techniques. She acts as an expert in the implementation, maintenance, and improvement of quality management systems.



Introduction     7

1. The concept of quality and quality management     9

1.1.    The essence of quality     9
1.2.    The development of quality management      17
1.3.    The precursors of quality management     23

2. Quality management system according to ISO 9001:2015     37

2.1.    General information on quality management system     37
2.2.    The context of the organization     39
2.3.    Leadership      44
2.4.    Planning     51
2.5.    Support     61
2.6.    Operation      65
2.7.    Performance evaluation      82
2.8.    Improvement      96

3. The role of standardization actions in enterprises      101

3.1.    Goals and principles of normalization     101
3.2.    Standardization     103
3.3.    Standardization in enterprises’ operations     104

4. The role of improvement in managing the organization     111

4.1.    The essence of improvement     111
4.2.    The concept of total quality management     116
4.3.    The concept of Kaizen     121

5. Quality mangement methods and tools      127

5.1.    Introduction to quality management methods and tools     127
5.2.    Selected quality methods     130
5.2.1. FMEA – Failure mode and effects analysis     130
5.2.2. QFD – Quality Function Deployment     141
5.2.3. SPC – Statistical Process Control      146
5.2.4. Global 8D     154
5.2.5. 5S     163
5.3. Selected quality tools      172
5.3.1. 7 traditional and 7 new quality tools      172
5.3.2. Process Flow Diagram (flowchart)     172
5.3.3. Ishikawa Diagram     176
5.3.4. Pareto Chart     178
5.3.5. Control Chart     181
5.3.6. Check Sheet     187
5.3.7. Histogram     189
5.3.8. Scatter Diagram     192
5.3.9. Affinity Diagram (KJ Method)     193
5.3.10. Relationship Diagram     195
5.3.11. Matrix Diagram     198
5.3.12. Matrix data analysis     200
5.3.13. Arrow Diagram     202
5.3.14. Tree Diagram     203
5.3.15. Process Decision Program Chart (PDPC)     204

Bibliography      207




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