Total Quality Management (TQM System)

Course details

The objective of this 5-day intensive course is to provide participants with technical knowledge and practical training on the methodologies and tools of total quality management (TQM) supported by case studies suitable to the work environment.

The course will focus on the tools of continuous improvement necessary for achieving excellence in customer satisfaction. Discussing techniques and tools for quality performance and high productivity.

What will I learn?

Day 1:

• Basic Concepts of TQM
• Basic Quality Concepts
• Service Elements
• Customer Expectations
• Quality Costs

Day 2:

• Process Analysis
• Identifying the Customer
• Internal and External Customers
• Defining a Process
• Process Charts
• Factors Affecting Quality

Day 3:

• Quality Assurance and Management Systems
• ISO 9000
• Service First
• Measuring Quality
• The MBNQA system
• The EFQM model
• SERVQUAL

Day 4:

• Quality Tools
• Idea Generation Tools
• Process Analysis Tools
• Cause Analysis Tools
• Planning Tools
• Evaluation Tools
• Data Collection Tools

Day 5:

• TQM Implementation
• The Human Aspects
• Change Management
• An integrated Plan
• Success Factors

Target Audience

Senior and middle managers of different disciplines in business and services organizations that are interested in implementing TQM systems to improve performance and ensure better quality products and services.