Basics: Message of quality ; Why quality? ; Four quality imperative ; Origins of the quality movement ; Contributions of Deming, Shewart and Juran ; Growth of interest in quality -- Quality: Idea of quality ; Quality as an absolute ; Relative notion of quality ; Two concepts of quality ; Consumer's role in quality ; Quality control, quality assurance and total quality ; Educational product ; Service quality ; Education and its customers -- TQM: TQM-some misconceptions ; Continuous improvements ; Kaizen ; Changing culturesc ; Upside-down organization ; Keeping close to the customers ; Internal customers ; Internal marketing ; Professionlism ; Quality of learning ; Barriers to introducing TQM -- Gurus: W Edwards Deming ; Joseph Juran ; Philip Crosby - Quality is free ; Tom Peters ; Kaoru Ishikawa -- Kitemarks: ISO9000 ; Investors in people UK ; Deming Prize (Japan) ; Malcolm Baldrige National Quality Award (United States) ; European Quality Award -- Organization: Institutional life-cycle theory ; TQM organizations ; Lean form, simple structure -- Leadership: Educational leader ; Communication a vision ; Role of the leader in developing a quality culture ; Empowering teachers --Teamwork: Importance of teamwork in education ; Team - the building blocks of quality ; Team formation ; Effective team ; Quality circles -- Knowledge: What is the knowledge management? ; What happens if we ignore our knowledge base? ; What is knowledge? ; Implications for managers ; Sharing knowledge ; Communities of knowledge ; Knowledge of creation ; Learning conversations - learning from tacit knowledge ; Knowledge and kaizen -- Tools: Brainstrom ; Affinity networks ; Fishbone or Ishikawa diagrams ; Force-field analysis ; Process charting ; Flowcharts ; Pareto analysis ; Career-path mapping ; Quality function deployment -- Benchmarking: What is benchmarking? ; Learning from the best ; Internal benchmarking ; Functional/competitive benchmarking ; Educational travel club ; Generic benchmarking ; How to set up a benchmarking excercise ; Planning a benchmarking exercise ; Benefits of benchmarking ; Are there any drawbacks to benchmarking? -- Measurement: Why measure educational quality? ; Why value-added? -- Budgeting: Linking budgetary delegation to TQM ; Neglect of the budgetary dimension ; Link between empowerment and delegated budgets ; How delegated budgets can aid improvement ; Resource allocation models ; Links to case-loading ; Concluding issues -- Strategy: Strategic quality management ; Vision, mission, values and goals ; Market research ; SWOT analysis ; Moments of truth ; Strategic plan ; Developing long-term institutional startegies ; Business and operation plans ; Quality policy and the quality plan ; Costs and benefits of quality ; Costs of prevention and failure ; Monitoring and evaluation -- Framework: Quality frameworks ; Components of a quality framework ; Applying the framework -- Self-assessment: What is self-assessment? ; Using a self-assessment checklist ; Constructing the action plan ; Self-assessment quality indicators ; Grading scale ; Self-assessing educational institutions- an instrument for self-auditing

1. School management and organization -- Great Britain
2. Total quality management -- Great Britain