With a focus on service operations, this course will introduce you to various concepts of quality management such as Total Quality Management (TQM), Six Sigma, design quality, and process quality. The course will also teach skills and tools such as Statistical Quality Control, which are a valuable tool for service process quality control. Offering high quality products or services has been one of the significant strategies used by modern organisations in Australia to compete against products and services from developing countries with lower labour costs in the global marketplace. It is important for all employees in business and in the public sector to understand the concepts and tools used to design and operate processes that will produce and deliver high quality goods and services.