Total Quality Management (TQM)

This training course will empower you with a complete and detailed understanding and knowledge of total quality management. Since total quality management is a known concept recognised and practised by all departments and organisations. 

TQM is a completely structured, comprehensive, and organization-wide approach taken towards organisational structuring and management that continuously seeks to improve the quality rendered by the products, services belted out by the organization and the productivity of the resources handling the product. The aim is to continuously induce quality at each and every step of the organisational workflow in a bid to refine and fine-tune the processes and receive continuous feedback as per customers’ norms to refine still further.

Total Quality Management course is an intensive programme where delegates will be learning about Introduction to Total Quality Management, Approaches of TQM, Process & Implementation of TQM, Requirement of TQM, Principles of TQM, Quality Association with TQM, Cost of Quality and also about Concluding Remarks – A Case Study on TQM.

By the end of the Total Quality Management (TQM) Course you will learn:

• The required skill, understanding and confidence to partake in and play a significant role in the implementation of a total quality management system in the organisation, in turn supporting career growth and progression
• The necessary confidence and knowledge to train other professionals on total quality management
• The ability and knowledge to contribute to organisational growth and development by delivering better quality, following the requirements of clients
• The confidence, experience and understanding to check existing processes and procedures followed within the organisation for adherence to standards set and suggesting changes if required
• The required skillset and capabilities to work with advanced tools and concepts to set up total quality management systems within the organisation
• To describe the importance of quality models.
• To identify various quality concepts.
• To compare various TQM philosophies.
• To apply TQM improvement tools to enhance customer satisfaction and improve processes within their organization.
• To discuss widely-used improvement methodologies.

This Total Quality Management (TQM) Course is ideal for: 

• For those involved in TQM or those who want to learn more about the topic
• Managers or directors who have the responsibility of implementing TQM in their Organisation

Course Outline
5 days course

Day 1
Introduction to Total Quality Management (TQM) Concepts

• Definition of Quality and Quality Models
• History of Quality
• What is TQM?
• The Relationship Between ISO 9000 and TQM
• Benefits of Implementing a Quality Model
• The Cost of Poor Quality.
• The Gurus Comparison (Deming, Crosby, Juran, Etc.)
• National Quality Award:
• The Malcolm Baldrige National Quality Award
• EFQM.
• Choosing the Right Model for Your Organisation.
• The Quality Maturity Ladder.

Day 2
The Success Elements of TQM

• Customer-Driven Quality.
• Plan-Do-Check-Act Model (PDCA).
• Eight Step Problem-Solving Methodology.
• Process Thinking.
• Eliminating the Non-Value Added.
• Management by Facts and Data.
• Continual Improvement and Kaizen.
• Enhanced Employee Participation and Decision-Making through Idea Generating Systems.
• Employee Reward and Recognition.

Day 3
Tools for Total Quality Management

• What Is a Quality Tool?
• The Seven Quality Control Tools.
• Cause-and-Effect Diagram, Check Sheet, Control Charts, Histogram, Pareto Chart, Scatter Diagram, Stratification.
• Benchmarking
• Failure analysis
• PDCA (Plan–do–check–act) cycle
• Process management
• Product design control
• Statistical process control
• Brainstorming.
• Tree Diagrams: How-How and Why-Why Diagrams.
• Force Field Analysis.
• Affinity Diagrams.
• Process Mapping.
• Poka Yoke.
• Lean Thinking.
• Visual Management and5S Programme.
• Six Sigma.

Day 4
Elements of Total Quality Management

• Ethics
• Integrity
• Trust
• Training
• Teamwork
• Leadership
• Recognition
• Communication

Day 5
Steps to Implement a Total Quality Management System

• Identify the need for change
• Clarify vision and mission with management and employees
• Survey key customer groups
• Identify critical success factors (CSFs)
• Map major processes/sub-processes
• Train and re-train employees
• Develop improvement plan
• Measure and report

Challenges to Total Quality Management

• Constraints by quality culture
• Autocratic style of leadership
• Lack of employee commitment
• The improper channel of communication
• Quality certifications regarded as bureaucratic exercise
• Problems identifying customer needs