Total Quality Management (TQM): Tool Box for Continual Improvement

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Course Objectives

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By the end of the course, participants will be able to:

• Explain the importance of quality models and identify various quality concepts and frameworks used by quality gurus
• Discover the success elements of Total Quality Management (TQM) deployment
• 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

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Who Should Attend?

Individuals, managers, supervisors and all those who are engaged in quality models, awards, ISO and TQM implementation as well as  improving organizational performance.

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Course Outline

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• Introduction to total quality management concepts

  • 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
  • Comparing the gurus (Deming, Crosby, Juran, etc.)
  • National quality awards:
    • The Malcolm Baldrige national quality award
  • Selecting the right model for your organization
  • The quality maturity ladder

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• The success elements of TQM

  • 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

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• Improvement tools and methodologies

  • What is a quality tool
  • The seven quality control tools
  • Cause and effect diagram, check sheet, control charts, histogram, Pareto chart, scatter diagram, stratification
  • Brainstorming
  • Tree diagrams: how-how and why-why diagrams
  • Force field analysis
  • Affinity diagrams
  • Process mapping: ‘the turtle’
  • Poka yoke
  • Lean thinking
  • The seven types of waste in organizations
  • Visual management and the 5S program
  • Six sigma

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• Benchmarking as a tool to improve quality and business processes

  • Definition of benchmarking and reasons to benchmark
  • Levels of benchmarking
  • Pros and cons of different benchmarking approaches

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• Elements of a continuous improvement process

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

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