What is 'quality', how do you achieve it, and how much does it cost? In this module, we explore definitions of quality and the trend away from conventional quality management (detection) towards the ever-increasing preference for 'total' quality management (prevention). We introduce concepts from around the world, and examine the tools and techniques which are most successful in eliminating defects in output, be they in tangible products or in service. As ever, we use exercises to underline methodology and we enable participants to introduce action plans on return to work. We know that quality usually costs; we aim to facilitate the introduction of cost-effective quality approaches which flow straight down to your bottom line.