Total Quality Management (3 Day Course)

‘Total Quality Management’ or ‘TQM’ may be defined as a continuous pursuit of excellent quality by creating the right skills and attitudes in people to prevent defects and satisfy customers/users totally at all times. You should understand that TQM is an organization-wide activity that involves an integration of various processes and has to reach every individual within an organization.

Total Quality management is defined as a continuous effort by the management as well as employees of a particular organization to ensure long term customer loyalty and customer satisfaction.

Course Objectives

• Explain What is Total Quality Management (TQM)

• Describe the Evolution of TQM

• Explain Concepts in TQM

• Explain What is Cost Benefit Analysis

• Explain the Principles of TQM Pyramid

• Explain Kano’s Five Types of Quality

• Explain Kinds of Measurements in TQM

• Explain the STINGER Principle

• Describe the Various Tools used in TQM

• Describe the Focus Areas of TQM

• Explain the Steps for the Quality Improvement Process

• Explain Four Absolutes of Quality Improvement Process

• Explain the Implementation of TQM

• Explain Deming’s 14 Points to Improve Quality

• List the Benefits of TQM

Advanced 2 days extra:

• Importance of Quality Management

• Elements of Total Quality Management

• Total Quality Management Models

• Quality Management Tools

• Six Sigma and Quality Management

• What is Kaizen ?

• Role of Managers in TQM

• Role of Customers in TQM

• Comparison of Six Sigma and TQM

• Similarities and Differences in Implementation of Quality Frameworks in Manufacturing and Service Sector

• The PDSA (Plan-Do-Study-Act) Technique for Quality Improvement

• Total Quality Management (TQM)