Course Overview

The TQM training course will build in the competencies required for each participant to identify and act as instruments of continual growth in the workplace.

The program outline is up to date and pertinent to marketplace requirements, thus catering well to all analytical prediction of training needs in the specified area. A customised proposal can also be arranged, to suit the training requirements of your team.

Course Objectives

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

• Describe the importance of quality models
• Identify various quality concepts
• Compare various TQM philosophies
• Apply TQM improvement tools to enhance customer satisfaction and improve processes within their organization
• Discuss widely-used improvement methodologies

Course Outline

• Introduction to Total Quality Management (TQM) Concepts
• Definition of Quality and Quality Models
• History of Quality
• What is TQM?
• The Relationship Between ISO 9000 and TQM
• Benefits of Implementing a Quality Model
•  The Cost of Poor Quality
• The Gurus Comparison (Deming, Crosby, Juran, Etc.)
•  National Quality Award:
• The Malcolm Baldrige National Quality Award
  EFQM, Dubai Quality Award and HH Sheikh Khalifa Excellence Award

Selecting the Right Model for Your Organization

• The Quality Maturity Ladder
• The Success Elements of TQM
• Customer-Driven Quality
• Plan-Do-Check-Act Model (PDCA)
• 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
• 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
• Visual Management and5S Program
• Six Sigma

Benchmarking as a Tool to Improve Quality and Business Processes

• What is Benchmarking? Why Benchmark?
• Levels of Benchmarking

Elements of a Continuous Improvement Process

• The Eight Steps to Achieve Improvement
• Critical Success Factors and Common Failure Factors in TQM

Who Should Attend?

Individuals, managers, supervisors and all those who are engaged in TQM implementation and improving organizational performance.