1 Scope 2 Normative reference3 Definitions4 Fundamental concepts 4.1 Principles of quality improvement 4.2 Environment for quality improvement 4.3 Quality losses5 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 activities6 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 improvement7 Supporting tools and techniques 7.1 Tools for numerical data 7.2 Tools for nonnumerical data 7.3 Training in applying tools and techniquesAnnexesA Supporting tools and techniquesB Bibliography