Total Quality Management

Course details

Day 1: Overview of total quality management concepts

• Introduction to quality and quality models
• Background of quality & Defining TQM
• The relationship between ISO 9000 and TQM
• Benefits of implementing a quality model
• The cost of poor quality
• The Malcolm quality award
• EFQM awards

• 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
• Employee reward and recognition

• Improvement tools and methodologies
• What is a quality tool?
• The seven quality control tools
• Brainstorming
• Tree diagrams: how-how and why-why diagrams
• Force field analysis
• Lean thinking
• The seven types of waste in organizations
• Visual management and the 5S program
• Six sigma

• Core principles in achieving Total Quality management
• Prevention, not correction
• Customer focused quality
• Establishing vision, mission and policy
• Opportunities for organizational continuous improvement
• Building quality through teamwork

• Definition of benchmarking and reasons to 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