Total Quality Management
Course Overview
“The journey towards becoming a world class company starts by achieving total quality within an organization” .
Understanding and building basic guidelines in Quality Management creates a solid foundation of all organization cultures, people, and technologies that, when followed, lead to success.
This program is designed to help delegates learn a solid base of knowledge to help improve or enhance their business. TQM modules give an opportunity for the delegates to understand the importance of quality and learn to apply quality structures and tools in their organizations.
Goal of Course:
During the program workshop delegates will learn comprehensive quality tools, system and approaches and breakthrough improvement methodologies such as Lean and Six Sigma that works parallel across an organization, including all departments and employees and spreading to include both suppliers and clients and customers.
The highly interactive program is meant to be applied in the practical work post the completion of the classroom training and will allow the delegates to apply the TQM knowledge back on the job and improve processes within their organization.
TQM case studies, Team discussions and presentations are used all over the skill building workshop to provide delegates with understandably of quality concepts and applications.
Duration:
3 Days
Language:
English
Training Objectives
By the end of the course, participants will be able to:
- Understand Total Quality Management
- Learn approaches of TQM
- Understand Total Quality Management Process & Implementation of TQM
- Know the requirement of TQM
- Understand Cost of Quality
- Understand the importance of quality models and identify various quality concepts and frameworks used by quality gurus
- Learn Quality function deployment (QFD)
- Use TQM improvement tools and strategies to improve quality, productivity and customer satisfaction
- Apply methods for continuous quality improvement
- Understand benchmarking techniques for effectively conducting quality improvement
- Case Studies of Total Quality Management
Module Outlines
Module 1: Introduction to Total Quality Management (TQM) Concepts
- History of quality
- How Organizations Work
- Definition
- Quality Benefits
- Quality & Profitability
- External vs Internal Quality
- Financial, Commercial, Organizational and Human Issues
- Cost of Poor Quality – Case Study / Exercise
- Quality Management Principles & Values
- Quality Management Models
- ISO 9001 QMS
- TQM: Malcolm Baldrige National Quality Award
- Relationship between ISO 9001 and TQM
- TQM Critical Success Factors – Case Study / Exercise
- Quality History & Evolution
- The Quality Maturity Ladder
- The Quality Gurus (Deming, Crosby, Juran…) – Case Study / Exercise
Module 2: Elements of TQM
- Leadership and Management Responsibilities
- Customer Driven Quality
- Customer Types
- Customer Needs, Characteristics and Requirements
- Quality Function Deployment (QFD)
- Failure Mode & Effect Analysis (FMEA) – Case Study / Exercise
- Error / Mistake Proofing – Case Study / Exercise
- CRM & Complaints Management
- Continual Improvement (PDCA)
- Process Thinking
- Management by Facts
- Employee Participation
- Communication
- Teamwork
- Training – Case Study / Exercise
- Reward & Recognition
Module 3: Improvement Tools & Methodologies
- The Seven Basic Quality Tools
- Flowchart – Case study / Exercise
- Check Sheet
- Pareto Chart
- Cause & Effect Diagram
- Scatter Diagram
- Control Chart
- Histogram
- Full Case Study / Exercise
- Advanced Quality Tools
- Brainstorming
- Lean Thinking
- Benchmarking
- 5S
- Six Sigma
Module 4: Quality Function Organization
- Organizational Structure
- The Quality Function
- Quality Culture, Vision, Mission – Case Study / Exercise
- Strategic Planning / SWOT and Quality Strategy – Case Study / Exercise
- Quality Plan
- Quality Organization
- Quality Management System Development
- Quality Assurance & Quality Control
- Documentation
- Quality Audit
- Quality Performance and Reporting – Cost of Quality
Module 5: Process Management and Improvement in TQM
- Problem Solving Methodology
- Processes in TQM
- Definitions & Classifications
- Process Problems (cycle time, variation)
- Process Management Principles
- Case study / Exercise
- Business Process Reengineering (BPR) – Case study / Exercise
- Suppliers Quality Management (7-step process) – Case study / Exercise
- Critical Success Factors and Common Failures in TQM
- Change Management
Additional Full Case Studies (depending on time):
- Case Study – Employee Retention
- Case Study – Putting Quality into Practice
- Case Study – Voice of the Customer
- Case Study – Maintaining a Customer Focus
- Case Study – Performance Improvement
- Case Study – Leading Change
- Sample Multiple Choice Test
Customized Learning
Leap To Success is offering a variety of learning options to meet current realities and can be adapted to suit your business needs. These options include variants of online, blended and on-site course formats.
Face To Face Learning
Enabling you to have a face to face interactive and engaging learning experiences led by renowned industry experts and thought leaders with extensive practical experience who will employ a variety of interactive learning techniques, including short high-impact videos, case studies, assessments, role plays, in addition to on-going support.
Virtual Learning Labs
Interactive online learning held in real-time using Zoom and are led by international subject matter experts who incorporate case studies, breakout rooms, guided practice, simulations and discussions to maximise your learning experience.
General Methodology
Similar to any L2S training program, this program offers an interactive learning experience in which will allow the delegates to reflect on their learning through an informative, indulging, and fun classroom experience. The design of the training session focuses on the following attributes.
- Concrete Experience: The delegates will learn by doing
- Reflective Observation: Reflecting on the newly experienced skill-set
- Abstract Conceptualization: Developing deeper understanding to the learned concepts
- Active Experimentation: providing the delegates with realistic tools that can be tested in the real life
Specific Methodology
To effectively execute this program and to ensure that the end result is being achieved L2S specific training methodology in TQM is as explained in the below stages:
Stage 1: Designing the Training Event
A diagnostic meeting is fundamental for conducting the TQM workshop in order to capture the current happening with in the organization and to reflect those happening in the training event.
Stage 2: During the training
The course design is based on interactive facilitation, training energizers, Case Studies, group discussions, group brainstorming sessions.
This course is designed for the full involvement of every participant through the use of:
- Interactive team activities
- Skills practice sessions
- Group discussions
- Participant presentations
- Personal reflection
- Theory input
- Case Study/Exercise
Activities Brief
Improve That Process: This is an Interactive and engaging Total Quality Management game played during a session on TQM to give participants an experience of the concepts and experience of TQM
This training activity is used to highlight the importance of understanding the process of the business and how when faced with a process that isn’t working, teams are empowered to change it – then test it – then measure the level of improvement.
Benefits of mastering TQM game “improving that process”:
- Easier communications and control
- Easier measurement for improvement
- Increased understanding of the big picture
- Motivated and efficient staff.
- Sense of belonging to corporate team
- Better focus on customer needs
- More ideas, increased
- ‘value added’
- An increase in performance, productivity – and profit!
Learning Objectives
- Breaks down communication barriers
- Shows the benefit of cross-functional teams towards achieving customer satisfaction
- Illustrates the advantages of continuous improvement
- Highlights the need for creative change and empowerment
- Overcomes resistance to change
- Shows change as a function of open communication networks
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