Chapter 37. Quality Management

  1. Jane M. Wiggins

Published Online: 9 JUN 2010

DOI: 10.1002/9781444320466.ch37

Facilities Manager's Desk Reference

Facilities Manager's Desk Reference

How to Cite

Wiggins, J. M. (2010) Quality Management, in Facilities Manager's Desk Reference, Wiley-Blackwell, Oxford, UK. doi: 10.1002/9781444320466.ch37

Publication History

  1. Published Online: 9 JUN 2010
  2. Published Print: 2 JUL 2010

ISBN Information

Print ISBN: 9781405186612

Online ISBN: 9781444320466



  • Quality management (QM), organisations remaining competitive in global economy;
  • Deming or PDCA (Plan, Do, Check, Action) cycle;
  • ‘quality,’ degree of excellence or superiority, as ‘quality managed facilities’;
  • quality management, business management programme - separate components of business into integrated whole;
  • fundamental inputs - to quality management system;
  • quality systems, built on concept of continuous improvement or ‘kaizen’;
  • quality systems and procedures;
  • total quality management - business philosophy focusing on quality;
  • Investors in People (IiP) - IiP standard framework, business improvement through people;
  • FM, determining metrics - direct impact or relationship to top organisational KPIs


This chapter contains sections titled:

  • Quality

  • Quality management (QM)

  • Continuous improvement

  • Quality systems and procedures

  • Total quality management

  • Business Excellence Model – European Foundation of Quality Management

  • Six Sigma

  • Quality standards and accreditation schemes

  • Standards

  • Benchmarking

  • FM benchmarking