This document is intended to guide further education colleges and work-based learning providers through some of the commonly used tools, techniques, and theories of quality management. The following are among the topics discussed: (1) various ways of defining quality; methods used by organizations to achieve quality (quality control, quality assurance, and total quality management); and types of benchmarking (metric, diagnostic, and process benchmarking); (2) continuous process improvement, process re-engineering, and process benchmarking steps; (3) quality tools and techniques (affinity diagrams, brainstorming, cause and effect, check sheets/tally sheets, flowcharts, force field analysis, Gantt charts, histograms, moments of truth, Pareto analysis, scatter diagrams, and SWOT [strengths, weaknesses, opportunities, threats] analysis); (4) models, awards, and assessment (the charter mark scheme; the European Foundation for Quality Management excellence model; Investors in People; ISO 9000; and PROBE [Promoting Business Excellence]); and (5) the well-known quality gurus, including Philip R. Crosby, W. Edwards Deming, Kaoru Ishikawa, and Joseph M. Juran. A glossary of quality-related jargon and a final note about the Learning and Skills Development Agency's Raising Quality and Achievement program conclude the document. A list of 7 book references and 6 Web site references for further information is also included. An example code of conduct for process benchmarking is appended. (Contains 18 tables/figures.) (MN)