Total Quality Management

Course details

• Understand the importance of quality models and identify various quality concepts and frameworks used by quality gurusDiscover the success elements of Total Quality Management deployment (TQM)
• Use TQM improvement tools to enhance customer satisfaction and improve processes within their organization
• Describe various types of benchmarking tools and techniques to boost quality initiatives
• Apply widely used improvement methodologies

• Definition of quality and quality models
• History of quality
• Defining TQM
• TQM critical success factors
• The relationship between ISO 9000 and TQM
• Benefits of implementing a quality model
• The cost of poor quality
• Selecting the right model for your organization
• The quality maturity ladder

• Customer driven quality
• Plan, Do, Check, Act (PDCA) model
• 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

• What is a quality tool?
• The seven quality control tools
• Tree diagrams: how-how and why-why diagrams
• Force field analysis
• Affinity diagrams
• Process mapping: 'the turtle'
• Lean thinking
• The seven types of waste in organizations
• Visual management and the 5S program
• Six Sigma

• What is benchmarking? Why benchmark?
• Levels of benchmarking
• Pros and cons of different benchmarking approaches

• The eight steps to achieve improvement
• Critical success factors and common failure factors in TQM