1 Scope
2 Normative reference
3 Definitions
4 Fundamental concepts
4.1 Principles of quality improvement
4.2 Environment for quality improvement
4.3 Quality losses
5 Managing for quality improvement
5.1 Organizing for quality improvement
5.2 Planning for quality improvement
5.3 Measuring quality improvement
5.4 Reviewing quality-improvement activities
6 Methodology for quality improvement
6.1 Involving the whole organization
6.2 Initiating quality-improvement projects or
activities
6.3 Investigating possible causes
6.4 Establishing cause-and-effect relationships
6.5 Taking preventive or corrective actions
6.6 Confirming the improvement
6.7 Sustaining the gains
6.8 Continuing the improvement
7 Supporting tools and techniques
7.1 Tools for numerical data
7.2 Tools for non-numerical data
7.3 Training in applying tools and techniques
Annexes
A Supporting tools and techniques
B Bibliography