With forty well structured and easy to follow topics to choose from, each workbook has a wide range of case studies, questions and activities to meet both an individual or organization's training needs. Whether studying for an ILM qualification or looking to enhance the skills of your employees, Super Series provides essential solutions, frameworks and techniques to support management and leadership development.

This study argues that there is little hope of maintaining quality in higher and further education unless those in academia share common goals. It demonstrates how results can be achieved if the principles of high quality learning are applied along with total quality management-type strategies.

Software quality is a generalised statement difficult to agree or disagree with until a precise definition of the concept of "Software Quality" is reached in terms of measurable quantities. Unfortunately, for the software technology the basic question of: • what to measure; • how to measure; • when to measure; • how to deal with the data obtained are still unanswered and are also closely dependant on the field of application. In the past twenty years or more there have been a number of conferences and debates focusing on the concept of Software Quality, which produced no real industrial impact. Recently, however, the implementation of a few generic standards (ISO 9000, IEEE etc.) has produced and improved application of good practice principles at the industrial level. As a graduate in PhYSiCS, I still believe it is a long way before the concept of Software Quality can be defined exactly and measured, if ever. This is way I think the AQuIS series of conferences is important, its object begin to provide a platform for the transfer of technology and know how between Academic, Industrial and Research Institutions, in the field of Software Quality. Their objects are: • to provide a forum for the introduction and discussion of new research breakthroughs in Software Quality; • to provide professional Software Quality engineers with the necessary exposure to the results of current research; • to expose the research community to the problems of practical application of new results.

This book illustrates the application of a variety of quality approaches to commissioning, management and practice. It provides a critical appraisal of quality models before considering quality issues relating to consumer feedback and the contracting process. There is a practical guide to using the Dynamic Quality Improvement System, as well as chapters on achieving quality in specific situations. Whilst acknowledging the expertise of community nurses, the book challenges them to find and use the most appropriate quality approaches and tools for their specific area.

The 2013/2014 Education for All Global Monitoring Report shows that a lack of attention to education quality and a failure to reach the marginalized have contributed to a learning crisis that needs urgent attention. Worldwide, 250 million children many of them from disadvantaged backgrounds are not learning the basics. Teaching and Learning: Achieving Quality for All describes how policy-makers can support and sustain a quality education system for all children, regardless of background, by providing the best teachers. The Report also documents global progress in achieving Education for All goals and provides lessons for setting a new education agenda post-2015. In addition, the Report identifies that insufficient financing is hindering advances in education.

We are in what many call “The Age of the Customer.” Customers are empowered more than ever before and demand a high level of customer attention and service. Their increasing expectations and demands worldwide have forced organizations to transform themselves and prepare for the customer experience (CX) battlefield. This landmark book addresses: What customer experience really means Why it matters Whether it has any substantial business impact What your organization can do to deliver and sustain your CX efforts, and How we got to this particular point in CX history This book is the result of exhaustive research conducted to incorporate various components that affect customer experience. Based on the research results, the authors make a case for seeing CX and associated transformations as the next natural evolution of the quality management system (QMS) already in place in most companies. Using an existing QMS as the foundation for CX not only creates a more sustainable platform, but it allows for a faster and more cost effective way to enable an organization to attain world-class CX.