Cover; Title Page; Copyright Page; Table of Contents; Introduction; 1 Quality; Learning objectives; NVQ links; Introduction; Customers and suppliers; The economics of quality; Total Quality Management; Quality tools; Quality standards; Developing and implementing a quality management system; Summary; Review and discussion questions; Case study; Work-based assignment; Action plan; 2 Planning techniques; Learning objectives; NVQ links; Introduction; The planning process; How organizations plan; Setting objectives; The reality of planning; Communicating with your team; Scheduling techniques. Review and discussion questionsCase study; Work-based assignment; Action plan; 5 Health and safety; Learning objectives; NVQ links; Introduction; Health and safety and the law; Responsibility for health and safety; Health and safety policy; Safety audit and risk assessment; Dealing with emergencies; Investigating and reporting accidents; Summary; Review and discussion questions; Case study; Work-based assignment; Action plan; 6 The environment; Learning objectives; NVQ links; Introduction; Environmental legislation; Sources of pollution; Conserving natural resources; Conserving energy.

eview and discussion questions; Case study; Work-based assignment; Action plan; 3 Monitoring activities; Learning objectives; NVQ links; Introduction; The monitoring function; How do you monitor activities?; Problem solving; Updating your plans; Recommending improvements; Summary; Review and discussion questions; Case study; Work-based assignment; Action plan; 4 Raw materials, supplies and equipment; Learning