CONTENTS. MODULE 1. QUALITY AND QUALITY MANAGEMENT

MODULE 1. QUALITY AND QUALITY MANAGEMENT................................ 4

Unit 1. What Is Quality?............................................................................................. 4

Unit 2. From The History of Quality Management............................................ 17

Unit 3. Total Quality Management......................................................................... 44

 

 

MODULE 2. THE WHAT, WHY, AND HOW OF STANDARDS..................... 59

Unit 4. International Standards and Principles of Their Development........... 59

Unit 5. Standardization and Innovation............................................................... 71

 

 

MODULE 3. QUALITY IN THE SYSTEM OF HIGHER EDUCATION........ 78

 

Unit 6. The Bologna Process and European Higher Education Area.............. 88

Unit 7. Modern Quality of Old Traditions..................................................................

List of references...................................................................................................... 98

 

MODULE 1

QUALITY AND QUALITY MANAGEMENT

UNIT 1

WHAT IS QUALITY?

The aims of this unit:

· to make you think about different aspects of the concept of quality;

· to analyse various definitions of quality;

· to list typical quality characteristics of goods and services;

· to practice in identifying and remembering new technical and economic terms.

 

START UP

1 The term 'quality' is often used in a vague, blurred way. It means different things to different people. So the definition of quality varies from person to person. Some may define quality as reasonably bug-free, delivered on time and within budget, meets requirements and/or expectations, and is maintainable.

Look at the different views of Quality from different persons. Which of them do you share?

What other aspects of Quality can you name?

2 This is how different people define “quality”. Read the definitions and decide which of them is the most adequate in your opinion.

 

1. ‘Quality is complete satisfaction at the lowest possible cost…’

2. ‘…When who comes back is the client, not the product…’

3. ‘Quality is the extent to which products, services, processes, and relationships are free from defects…’

4. ‘You can not separate the process and the human factor, therefore I believe that Quality, when built into a product, generates emotions and feelings within those who have taken part in it's creation. When you have made something that you are proud of, when you have produced a product that brings smiles to your customers, then you have achieved Quality. You'll know it, they'll know it, and each of you will prosper from it.’

5.‘Products and services that meet or exceed customers' expectations’.