TOTAL QUALITY MANAGEMENT Jacek Selejdak, Tatiana Čorejová, Robert Ulewicz

1. BASIS OF QUALITY
1.1. The essence and the concept of quality
1.2. Terminology associated with quality
1.3. Total Quality Management conception

2. THE ROLE OF STANDARDS IN SYSTEMS QUALITY ASSURANCE 
2.1. Standards of ISO 9000 series
2.2. Standards of ISO 14000 series
2.3. Occupational Health and Safety and OHSAS
2.4. ISMS – Information Security Management System
2.5. Food safety systems
2.6. Requirements ISO 16949 in automotive industry in mass production and in production of spare parts
2.7. Revision of standards
2.8. The European Quality Prize (ENJ) for European organizations using the EFQM model of excellence
2.9. Integrated Management System

3. QUALITY MANAGEMENT OF QUALITY ASSURANCE IN PRODUCTION AND SERVICES  
3.1. QFD method (Quality Function Deployment)
3.2. Taguchi method
3.3. Philosophy Kaizen 
3.4. Zero defects method
3.5. FMEA method (Failure Mode and Effect Analysis) 
3.6. Servqual – method of testing the quality of services
3.7. Critical Incidents Technique

4. TRADITIONAL QUALITY MANAGEMENT TOOLS 
4.1. Ishikawa diagram 
4.2. Pareto-Lorenz diagram
4.3. Histograms
4.4. Block diagrams
4.5. Control sheets
4.6. Diagrams of two variables
4.7. Control charts

5. NEW TOOLS OF QUALITY MANAGEMENT
5.1. Diagram of Planning Decision Making Process (PDPC) 
5.2. Matrix data analysis
5.3. Affinity diagram
5.4. Interrelationship diagram
5.5. Systematic diagram
5.6. Matrix diagram
5.7. Arrow diagram

6. SUPPORT INSTRUMENTS

7. QUALITY MANAGEMENT IN THE SUPPLY CHAIN

8. CONCEPT OF SIX SIGMA AND LEAN SIX SIGMA

9. PROCESS CAPABILITY

BIBLIOGRAPHY