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Why Choose this Training Course?
Why Choose this Training Seminar?
Total Quality Management (TQM) is a customer-oriented philosophy that ensures all members strive to achieve improvement of the organization through ongoing participation of all employees. Organizations adopting TQM often work out their own definitions, so that the general model is relevant and clear to their management and employees. This training seminar is designed to provide you with an understanding of TQM principles in order to incorporate them into your organization’s framework. It is essential for supervisors and managers who are responsible for facilitating continuous improvement in their organization
TQM is a management approach to long-term success through customer satisfaction. This training seminar will assist you how to use a combination of strategy, data, and effective communication to integrate quality into all aspects of your organization.
This seminar will highlight the three aspects of TQM:
Counting Tools - techniques, and training for solving quality problems
Customers Quality - for the customer as a driving force and central concern
Culture Shared - values and beliefs, expressed by leaders to support quality
What are the Goals?
What are the Goals?
TQM = “Do the right things right the first time, every time”
Total Quality Management means that the organization's culture is defined by and supports the constant attainment of customer satisfaction through an integrated system of tools, techniques, and training. This involves the continuous improvement of organizational processes, resulting in high quality products and services.
The primary purpose of this training seminar is to equip employees from all types of businesses with the basic body of knowledge of TQM and introduce them to some of the soft components and methods and techniques for the improvement of quality and overall operational performance. Objectives include:
Increase the total client satisfaction through quality products and services
Continuous improvements to processes, systems, people, products, and services
“Improved quality leads to improved productivity”
At the end of this training seminar, you will learn to:
The history of Total Quality
Use the Deming Philosophy
How to increase your customer satisfaction
How to use PDSA Cycle
How to lead quality process
Who is this Training Course for?
Who is this Training Seminar for?
Supervisors/team leaders and
All who are working towards customer’s satisfaction development in product or services
How will this Training Course be Presented?
How will this Training Seminar be Presented?
A combination of class lectures, case studies or examples and group discussion. The latest educational methods and strategies are employed. The training seminar is designed to maximize delegate participation. This gives participants the opportunity to discuss with other delegates and the presenter their specific problems and appropriate solutions. All delegates take away a manual of all the material presented.
Case Study (1) - Your customer’s Requirements
Case Study (2) - Making Connections
Participants to this seminar will receive a thorough training on the subjects covered by the seminar outline with the Tutor utilising a variety of proven adult learning teaching and facilitation techniques.
Day One: Total Quality Management (TQM)
Introduction to Quality
History of Total Quality
Three Quality Gurus
Commonality of Themes of Quality Gurus
The Deming Philosophy “Seven Deadly Diseases”
Five Approaches of Defining Quality
System Approach for TQM
Triangle of wisdom
Indicators for Customer Satisfaction
Cost of Quality
Benefits of TQM
The Continuous Improvement Process
Sustainable development of TQM
Obstacles to achieving TQM
Day Two: Quality Leadership
Leadership & Management
Power Sources of the Leaders
The 5 Management Functions
Leadership Effectiveness & Efficiency
Plan & Planning
Old & New Styles of Leadership
3 Components of Communication
The negative listening habits
Day Three: Quality Strategic Management
Who is Responsible?
Ideal Planning Model
What to include in Strategic Plan?
Strategic Planning Model: ABCDE
3 Levels of Strategy
Steps of Goal Setting
Examples of Goals & Objectives
Tools for Putting Strategy into Action
Business Strategy & Strategy Types
A Strategic-Management Model
Basis for Customer Segmentation
GANNT & PERT Chart
Porter's Five Forces
Internal Analysis: 4 perspectives
Force Field Analysis
Four Ps - Root cause analysis
On successful completion of this training course, a PetroKnowledge Certificate will be
awarded to the delegates