Quality - How to grow your business and make more profit

Comprehensive guide to "Quality": Improve your business, grow the customer base & profit and progress in your profession
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  • Lectures 21
  • Length 3 hours
  • Skill Level All Levels
  • Languages English
  • Includes Lifetime access
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    Available on iOS and Android
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About This Course

Published 11/2014 English

Course Description

In today’s business environment, quality is becoming a defining factor in the success of a service or product. The marketplace is so competitive that quality is used to gain a competitive advantage and not only attract new customers to a service or product, but also retain existing ones. That is why Dr. Juran named this century the “Century of Quality” as it might be the key to keep an enterprise in the business.

While quality is a known commodity and highly sought after, there lies some confusion in how to actually attain it, what it means and how an organisation can achieve success with it. There are many organisations which have a quality department, yet does not quite know what said department should do and how it can help the organisation to flourish and improve, and maintain a stronghold in this area.

This course will give you a comprehensive introduction to quality for organisations. You may see it as an oxymoron and correctly ask how it can be comprehensive while it is only an introduction.

It is comprehensive because it covers all the principles you should know about quality and it is introductory at the same time as it does not deep dive into any of these subjects. At the end of this course you will not be a quality expert or practitioner, but it will give you enough insight into what is required for your organisation and how you can engage ‘quality’, as a function, to improve, to save and to compete in the marketplace.

So, if you are business owner, entrepreneur or a manager, regardless of the size of your organisation or type of your service or product, I strongly encourage you to take this training. It gives you a clear understanding of something which is essential for your business.

If you already know the subject, or even if you are a quality practitioner, I would like to invite you to still take the course. This training can act as a good refresher because it presents all the fundamentals in a carefully crafted package.

And finally, if you are not a manager or quality practitioner, but see the quality professionals working in your workplace and wondering what they do and what their role is, I recommend this course to you too. Don’t forget that quality is a service function. It is the business of helping others. So, at the end of this course you will be able to use the ‘Quality Department’ in your organisation more effectively and progress in whatever you do.

This course has five core sections. First of all the definition of quality will be explained. It is one of the hardest concepts to define but it is integral to the training to have a clear definition of quality as it becomes the cornerstone of the following sections.

Once we have our definition sorted, we then look at systems and system approach. System nurtures quality. Achieving quality without system is simply a random event which surely enough would not be sustainable. We will also discuss the concept of a Quality Management System and explore the well known ISO 9001 - one of the most common frameworks for quality management system.

Then, we will discuss measurement and continuous improvement. As Peter Docker says: “If you can’t measure it, you can’t manage it” or “you can’t improve it”. This section covers the principles of process measurement, product measurement and continuous improvement. The very important concept, “Cost of Quality”, will be explained in this section.

And finally we will open the quality toolbox and discover some of the great tools and techniques which are available to predict the future, to avoid failures and to solve the problems when something goes wrong. I will touch the continuous improvement as the core message of quality again and explain it a bit further.

Enrol now and I enjoy this training.

What are the requirements?

  • Strong passion for improvement and enough courage to challenge the statuesque is the most important requirement of this course
  • You should have a general understanding of organisation structure
  • It is beneficial if you have previously worked with people from Quality Department of your organisation
  • Participation in previous internal or third party Quality Management System audits can also help to understand the topic better

What am I going to get from this course?

  • Use "Quality" in your business and organisation
  • Grow your customer base by utilizing "Quality" functions
  • Establish your business system and define your key processes
  • Measure and monitor the pulse of your business and organisation by establishing suitable charts
  • Reduce the "Cost of Quality" and increase "Customer Satisfaction"
  • Be able to choose the right "Quality" tool for your business

Who is the target audience?

  • Business Owners
  • Entrepreneur
  • Managers
  • Quality Practitioners
  • Corporate employees
  • And anyone who is eager to learn about Quality

What you get with this course?

Not for you? No problem.
30 day money back guarantee.

Forever yours.
Lifetime access.

Learn on the go.
Desktop, iOS and Android.

Get rewarded.
Certificate of completion.


Section 1: Introduction

This course will give you a comprehensive introduction to quality for organisations. You may see it as an oxymoron and correctly ask how it can be comprehensive while it is only an introduction. Well, you are right! Let me explain…


In this lecture you will see who can benefit fro taking this course


This course has four core sections. There will be a short brief on each of the four sections here.


You may be asking who this guy is, and what authority and credentials he has to speak about quality. I will answer your question in this lecture.

Section 2: What is Quality?

So, what is quality? The dictionary defines quality as “…the degree of excellence of something” or “character with respect to fineness, or grade of excellence”. But is this the best definition for Quality in technical usage? We will explain what quality means to a business or organisation.

23 pages

It can be really important to those thinking about learning about quality to understand how it evolved, the rationale and motivations behind the concept, going on to become an essential fabric of todays’ business and industry.

I think using quality in any organisation or enterprise is a money saver and expands the organisations’ opportunity in the market place.

Here is a brief timeline that identifies the key milestones and dates through the evolution of quality. I encourage you do further research on the particular time periods or people that interest you.

What is Quality?
4 questions
Section 3: Quality Management System

In order to introduce the concept of a Quality Management System to you, we first need to have an understanding of what a System is, and in order to do this, it is essential to become familiar with the essential building blocks; process.


When considering the benefits of quality management systems I believe it is of importance to first understand what a management system actually is.

In this lecture this very important concept will be explored.


ISO9001 is one of the most common quality management system standards and outlines the minimum acceptance criteria for quality management system. This standard has evolved around the best practices quality management system developed by the huge driving force of WWII and post war period. The current revision of ISO9001 was published in 2008 and the next revision is due in 2015. ISO9001:2008 consists of eight clauses. In this lecture we will explain what ISO9001:2008 means to your busniess.


ISO9001 is one of the most common quality management system standards and outlines the minimum acceptance criteria for quality management system. This standard has evolved around the best practices quality management system developed by the huge driving force of WWII and post war period. The current revision of ISO9001 was published in 2008 and the next revision is due in 2015. ISO9001:2008 consists of eight clauses. In this lecture we will explain what ISO9001:2008 means to your busniess.

Quality Management System
17 questions
Section 4: Measurement & Continuous Improvement

We need to assure the customer that we make quality items or provide quality services. To give the customer that peace of mind, we need to consider the whole life cycle of making a product and measure the important things at each stage.


Peter Drucker says ‘If you cannot measure it, you cannot manage it’. Process deliverables are defined and measureable which provide a mechanism to evaluate the overall health of the process.

Process measurement enables a proactive approach with leading indicators instead of a reactive approach with lagging indicators.


Cost of Quality or COQ is a term that's widely used – and widely misunderstood. The "cost of quality" isn't only the price of creating a quality product or service but also includes the cost of NOT creating a quality product or service. Maintaining quality and meeting the requirements are costly activities.

Here you learn what the components of COQ are and how you can manage them in favour of your business!

Measurement & Continuous Improvement
14 questions
Section 5: Quality Toolbox

To understand the customer requirements, deliver customer satisfaction and to optimise the processes, “quality” offers a rich and versatile toolbox. Quality practitioners, engineers and managers use those tools and techniques in order to help the organisation to meet its objectives and continually improve. Achieving quality is not a random event.


An important element of the quality toolbox is management and leadership. Quality is a top down process, which starts at senior management level, but also needs to be driven by quality specialists with adequate knowledge about management and leadership in order to develop and implement strategic plans for the organisation and embed quality culture within the business management system.


The ultimate goal of an effective quality system is to identify and proactively prevent failures. As the saying goes “do it right the first time”. In Cost of Quality, we explained why it is favourable to invest in prevention techniques instead of paying for detection or failure rectification. To meet this end, there are many tools and techniques available in the quality toolbox.


While it is favourable and strongly recommended to invest in quality assurance and prevent the failures right at their roots, the real world is not perfect. Some failures may happen in spite of prevention efforts. And sometimes further prevention activities are not feasible due to cost or time. This is why detection and control plays an important part in quality.


When something goes wrong, appropriate problem solving helps not only to fix the issue but also prevent it from happening again. Before exploring quality toolbox for problem solving techniques, I would like to classify the causal factors into two general categories. This classification is essential as it significantly impacts the problem solving techniques one should use.


If you choose not to improve your business continually, your competitors will and your customers eventually will find enough reasons to walk away from you.

Maintaining acceptable quality is necessary but not enough. The real meaning of quality lies in continuous improvement. Continual improvement drives an organisation to be both analytical and creative in finding ways to gain competitive advantage and more effectively meet and exceed stakeholder expectations.

There are a number of techniques and methodologies for continuous improvement available in the quality toolbox, and different organisations are working constantly to tailor these techniques and invent other tools to satisfy their specific needs.


Statistics is the backbone of quality. Statistical tools and techniques enable fact based decision making, prioritising, problem solving and continuous improvement.

Statistics direct quality specialists how to use the data, understand the current status, to do an effective gap analysis, to compare populations based on a limited sample size and to predict the future by making statistically valid conclusions.

The use of statistical methods in quality improvement takes many forms.

Quality Toolbox
25 questions
Section 6: What's Next?

That is the end of this course. I hope that I have been able to provide you with valuable insight into what quality is, its origins, evolution and how it can benefit your business.

Our journey does not stop here. This is just the beginning. Now that you have seen the necessity and beauty of quality, I recommend you leverage what you have learnt from these lectures and begin incorporating it into both everyday operations and strategic planning. I am confident that it will enable you to gain a competitive advantage.

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Instructor Biography

UniverX Learning, Quality and Business Improvement Specialist

UniverX is neither a training organisation nor a college or university -- It is a community dedicated to sharing knowledge, usually in the form of short training courses and workshops.

Our mission is to provide everyone with the opportunity to learn something new each and every day. UniverX is open to everyone from different disciplines to share their knowledge and to learn from others.

We deeply believe in power of individuals and synergy of collaboration. We think a world with open access to knowledge and training is a better world because we all share the same planet and play important roles in the future of ourselves and each other. UniverX relies on ideas, creativity and power of its members. We encourage any person passionate about learning and knowledge to join us.

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