This highly challenging course is designed to explore and understand the philosophy, methodology and system of tools created in order to maintain continuous improvement within the organisation, by adopting Total Quality Management (TQM). TQM’s main objective “doing the right things right, first time and every time” involves all departments and employees improving the processes, products or services. It also aims to reduce costs and to meet and exceed the needs and expectations of customers and stakeholders of an organisation. TQM encompasses the concepts of business and social excellence, which is a sustainable approach for an organisation towards; competition, efficiency improvement, leadership and partnership.
• Identify and explain the basic concepts in Total Quality Management (TQM) • Determine the impact of quality on profitability • Explore the seven QC tools for data collection and analysis • Implement a business strategy driven by Total Quality Management (TQM) • What is necessary for successful implementation of total quality practices • Understand the Malcolm Baldrige National Quality Award guidelines to TQM initiatives • Differentiate between product quality characteristics and service quality characteristics • Identify and explain specific tools and techniques for quality improvement
Who Should Attend?
• Business Improvement Leaders • Quality Managers • Anyone with an interest in improving organizational performance in a very practical way.
Day One: Evolution of TQM
• Appreciating the holistic approach of TQM and its relationship to business process re-engineering and continuous improvement • Definitions of quality • The Cost of Quality (COQ) • The Quality Management System and strategies
Day Two: TQM principles and strategies
• Identifying how these concepts can aid the achievement of your strategic goals • Defining the key business processes and identifying where improvements can be made • Increasing customer satisfaction by analysing and redesigning your processes • Total Quality Management-implementation and culture change
Day Three: TQM tools and techniques
• The Quality Movement gurus: Deming, Shewhart, Juran, Crosby, Ishikawa and Tuguchi • Seven tools of quality control • Quality function deployment • Quality Circles • Kaizen
Day Four: Implementing TQM
• Managing key processes and steps in process improvement • Measuring process improvements, and performance measures • Benchmarking for TQM • Quality Management System – ISO 9000 series • Global Quality and International Quality Awards – Baldridge, Deming Prize, others
Day Five: Building a sustainable TQM system
• Leadership styles & theories conducive for longevity • Cross-functional, collaborative teamwork • Empowerment at the appropriate level • Supplier/Customer partnerships
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