To actively support or promote a particular idea, cause, or approach. Source: CQI and IRCA Profession Map.

A management tool for organising information (usually gathered during a brainstorming activity).

The ability of an organisation or process to quickly adapt and respond to changing circumstances or requirements. Source: CQI and IRCA Profession Map.

The process of examining and interpreting data or information to gain insights or make informed decisions. Source: CQI and IRCA Profession Map.

The process of ensuring that a product, service, or process meets or exceeds the required quality standards. Source: CQI and IRCA Profession Map.

Systematic and independent reviews or evaluation of a product, service, or a process to ensure compliance with standards or requirements. Source: CQI and IRCA Profession Map. 

A management system that provides feedback on internal business processes and external outcomes to continuously improve strategic performance and results.

Reference points used to compare or evaluate the performance or quality of a product, service or process. Source: CQI and IRCA Profession Map.

An identified explanation for the existence of a problem or defect.

The Cause and effect diagram – also known as an Ishikawa or “fishbone” diagram, is a graphical tool used to logically organise the many possible causes for a specific problem or effect by displaying them graphically.

An individual who promotes or advocates for a particular cause, initiative, or project within an organisation. Source: CQI and IRCA Profession Map.

The process of planning, implementing, and controlling changes to a process, system, or organisation. Source: CQI and IRCA Profession Map.

A written document, issued and approved by management which defines the scale of authority for an improvement project or team.

The ability, knowledge, or skills required to perform a specific task or role effectively. Source: CQI and IRCA Profession Map.

The act of meeting or adhering to established rules, regulations, or standards. Source: CQI and IRCA Profession Map.

A systematic approach to improving an organisation, processes, products, or services through ongoing evaluation and refinement. Source: CQI and IRCA Profession Map.

Measure or procedures put in place to manage or mitigate risks and ensure quality. Source: CQI and IRCA Profession Map.

The total cost of all activities related to preventing and addressing defects or problems. Source: CQI and IRCA Profession Map.

Philip B. Crosby (1926-2001), was an influential author, consultant and philosopher who contributed to management theory and quality management practices.  By developing practical concepts to define and communicate quality and quality improvement practices, he became an innovative and influential force in business and manufacturing.  In 1979, he wrote the best-seller ‘Quality is Free’ and in the 1980s his company was advising 40% of the Fortune 500 companies on quality management. Read more here.

The shared beliefs, values, attitudes, behaviours, and practices of an organisation or group. Source: CQI and IRCA Profession Map.

William Edwards Deming (1900 – 1993) is widely acknowledged as the leading management thinker in the field of quality. An American statistician, educator, and consultant whose advocacy of quality-control methods in industrial production aided Japan’s economic recovery after WW2 and contributed to its reputation for innovative, high-quality products and the subsequent global success of many Japanese firms by introducing statistical process control.  His message was simple, by improving quality companies will decrease expenses as well as increasing productivity and market share. His philosophy is one of cooperation and continual improvement; it avoids blame and redefines mistakes as opportunities for improvement. Read more here.

Design failure mode and effect analysis (DFMEA) is a systematic group of activities used to recognise and evaluate potential systems, products, or process failures. DFMEA identifies the effects and outcomes of these failures or actions.

Define—Measure—Analyze—Design—Verify (DMADV) is a data driven quality strategy for designing products and processes – it is an integral part of a Six Sigma quality initiative.

The factors or influences that motivate or propel an organisation or process towards a particular outcome or goal. Source: CQI and IRCA Profession Map.

A problem-solving approach to identify, correct and eliminate recurring problems.

Taiichi Ohno initially identified seven wastes (muda) to establish the most likely areas where waste will occur. These seven mudas include overproduction, waiting, transportation, overprocessing, excessive inventory, unnecessary movement, and defect production. He later added that the eighth form of muda, underutilised people as the eighth waste commonly found in physical production.

The degree to which something is successful in producing a desired result. Source: CQI and IRCA Profession Map.

The ability to achieve a desired outcome or output with minimal waste, effort or resource. Source: CQI and IRCA Profession Map.

The principles or standards of conduct that guide the behaviour of individuals or organisations. Source: CQI and IRCA Profession Map.

Armand V. Feigenbaum, an American quality control expert, who is recognised as the father of ‘Total Quality Control (TQC)’ and for making the customer the heart and focus of TQM. He coined the term ‘total quality control’, believing quality should be managed as part of the overall business strategy. Read more here.

The movement or transfer of products, information, or resources through a process or system. Source: CQI and IRCA Profession Map.

Failure Mode Effects Analysis (FMEA) is a process analysis tool which uses a step-by-step approach to identify possible failures in a design, manufacturing or assembly process, or a product or service.

Fault Tree Analysis (FTA) is a quality technique which makes use of a tree diagram for studying the distinct failure and checking the reliability of a process, product or system.

Specific, measurable objectives or targets that an organisation aims to achieve. Source: CQI and IRCA Profession Map.

The House of Quality (HOQ) is a product planning matrix which shows how customer requirements relate directly to the actions an organisation can take to achieve those requirements.

The difference made by a particular action, process, or event. Source: CQI and IRCA Profession Map.

Professor Kaoru Ishikawa (1915 – 1989) is also known as the Father of Japanese Quality. He was instrumental in developing quality initiatives, most notably the quality circle. Karou Ishikawa is probably, best known for inventing the Fishbone diagram (aka 4M/5M or cause and effect diagram), which is used widely today in the analysis of industrial processes. Read more here.

The process of creating or introducing new ideas, products, or processes. Source: CQI and IRCA Profession Map.

Examining or testing products, services, or processes to ensure they meet required standards or specifications. Source: CQI and IRCA Profession Map.

A guideline for the auditing of management system standards developed by the International Organisation for Standardization (ISO).

The ISO 9000 series is a family of quality management standards designed to help organizations improve their operations and meet customer requirements. The standards, initially published in 1987, are not specific to any particular industry, product or service. The standards were developed by the International Organisation for Standardization (ISO) (see listing). The standards underwent major revision in 2000 and now include ISO 9000:2005 (definitions), ISO 9001:2008 (requirements), ISO 9004:2009 (continuous improvement) and ISO 9001: 2015 (risk management).

A voluntary quality management system standard developed by the International Organisation for Standardization (ISO). First released in 1987 and one of several documents in the ISO 9000 family.

Joseph Juran was born in Romania in 1904 and emigrated to USA in 1912, where he lived until reaching the age of 103 (in 2008). Joseph Juran was an engineer and management consultant who is widely regarded as the founding father of many of the key quality management programmes used by organisations today. Read more here.

JIT is a material requirement planning system, used in the manufacturing process, which ensures that stock arrives as it is needed for production or to meet consumer demand, but no sooner.

Kaizen is a Japanese term meaning gradual, unending improvement by doing little things better and setting and achieving increasingly higher standards. The business philosophy states that business activities can continuously improve across all functions by involving all employees at all levels of an organisation.  By improving standardised programs and processes, it aims to eliminate waste and redundancies.

The Kano Model is a framework used by product teams to explore and measure customer needs. It is a systematic approach to prioritise functionalities, features or attributes which identifies the basic needs of customers as well as performance and excitement requirements. It states that functionality is not the only attribute which measures how good a product is, but consideration should also be awarded to customer emotions and how a product can be developed to delight customers.

Metrics or indicators used to evaluate the performance or progress of an organisation, process or system. Source: CQI and IRCA Profession Map.

This methodology focuses on eliminating waste in manufacturing processes, while maximising productivity. Waste is defined as anything customers do not believe adds value and are not willing to pay for. Principles of lean manufacturing include;  zero waiting time, zero inventory, scheduling, batch to flow, line balancing and reducing process times.

An environment that values continuous learning, growth and development, and encourages experimentation and learning from mistakes. Source: CQI and IRCA Profession Map.

The framework or set of policies, processes, and procedures sued to manage and improve the performance of an organisation. Source: CQI and IRCA Profession Map.

To provide guidance, advice, and support to a less experienced person or group. Source: CQI and IRCA Profession Map.

Mistake proofing, or its Japanese equivalent Poka-Yoke, is the practice of designing products and processes to eliminate (or at least to reduce) the likelihood of occurrence of mistakes, and thereby avoid creating defects (or reduce their severity).

The ongoing process of observing, assessing, or measuring performance or quality over time. Source: CQI and IRCA Profession Map.

Failure to meet or adhere to established rules, regulations or standards. Source: CQI and IRCA Profession Map.

Non-conformity, is the non-fulfilment or failure to meet a requirement.

The results or deliverables of a process or activity. Source: CQI and IRCA Profession Map.

Overall Equipment Effectiveness (OEE) measures manufacturing productivity. It looks at how well a manufacturing unit performs (facilities, time and material) compared to its full potential, during the periods when it is scheduled to run. 

Specific, measurable targets or outcomes that and organisation or individual aims to achieve. Source: CQI and IRCA Profession Map.

The difference or discrepancy between actual performance and desired, or expected performance. Source: CQI and IRCA Profession Map.

PDCA (Plan-Do-Check-Act) is an iterative, four-stage approach for continually improving processes, products or services, and for resolving problems.

The Process Decision Program Chart (PDPC) is used to systematically identify what might go wrong in a plan under development. Countermeasures are developed to prevent or offset those problems. By using PDPC, you can either revise the plan to avoid the problems or be ready with the best response when a problem occurs.

A strategic framework used to identify macroenvironmental influences on an organisation or a business. The PESTLE framework divides external influences into six sections: Political, Economic, Social, Technological, Legal, and Environmental.

A Japanese term that means mistake proofing. A poka-yoke device is one that prevents incorrect parts from being made or assembled or easily identifies a flaw or error.

The ability of a process to consistently produce outputs that meet or exceed established quality standards. Source: CQI and IRCA Profession Map.

A visual representation or diagram of a process or workflow, often used to identify opportunities for improvement. Source: CQI and IRCA Profession Map.

A perspective or approach that focusses on the entire process or workflow rather than individual tasks or functions. Source: CQI and IRCA Profession Map.

Actions taken to avoid or eliminate the causes of defects or problems in a product, service, or process. Source: CQI and IRCA Profession Map.

Quality Function Deployment (QFD) is a structured approach to defining customer needs or requirements and translating them into specific plans to produce products to meet those needs.

The process of planning, coordinating, and controlling activities to ensure that products or services meet or exceed established quality standards. Source: CQI and IRCA Profession Map.

Which is an acronym for; responsible, accountable, consulted, and informed, describes the contribution of various roles in completing tasks or deliverables for a project or business process.

Rules or requirements set out by a governing body, such as a government agency, to ensure compliance with legal or safety standards. Source: CQI and IRCA Profession Map.

The degree to which a product, service, or process can consistently perform its intended function. Source: CQI and IRCA Profession Map.

The essential features, functions, or characteristics that must be achieved or adhered to. Source: CQI and IRCA Profession Map.

The process of identifying, assessing, and mitigating risks to achieve a desired outcome. Source: CQI and IRCA Profession Map.

SPL – single point lesson, also known as one point lesson. This is a one-page procedure that uses images and short-form text to communicate the expectations of a process. It is intended to be a quick and precise way to learn about a complex process.

The individuals or groups who have a vested interest in the success or outcome of a project, programme, or organisation. Source: CQI and IRCA Profession Map.

Established guidelines criteria, or expectations for quality, safety, or performance, often set by industry organisations or regulatory bodies. Source: CQI and IRCA Profession Map.

Techniques or tools used to analyse and interpret data or information using mathematical or statistical concepts. Source: CQI and IRCA Profession Map.

The network of individuals or organisations, and process involved in the production, distribution, and delivery of goods or services. Source: CQI and IRCA Profession Map.

A set of interrelated components or processes working together to achieve a common goal. Source: CQI and IRCA Profession Map.

A set of interrelated analytic skills used to improve the capability of identifying and understanding systems, predicting their behaviours, and devising modifications to them in ore to produce desired effects.  These skills work together as a system. Source: CQI and IRCA Profession Map.

Dr Genichi Taguchi, born in Japan in 1924, was an engineer and statistician. Taguchi is famous for his pioneering methods of modern quality control and low-cost quality engineering. From the 1950s onwards, Taguchi developed a methodology for applying statistics to improve the quality of manufactured goods and reduce costs, known as the Taguchi Methods. He also developed the quality loss function. Read more here.

Total Quality Management (TQM) is a management approach that focuses on producing quality products and services to fulfil customer needs. TQM aims to make managing quality the responsibility of all employees.

The degree of deviation or difference in a process or system, often measured against established standards or expectations. Source: CQI and IRCA Profession Map.

Any activity or process that does not add value or contribute to the desired outcome of a process or system. Source: CQI and IRCA Profession Map.

This performance standard and methodology looks at eliminating errors and defects in all production or service delivery.