Course Objectives
Total Quality Management (TQM): Tool Box for Continual Improvement - Virtual Learning
Course Objectives
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
Target Audience
Individuals, managers, supervisors and all those who are engaged in quality models, awards, ISO and TQM implementation as well as improving organizational performance.
Target Competencies
Problem solving
Applying quality tools
Selecting quality models and systems
Using Lean and Six Sigma applications
Change management
Understanding ISO systems
Applying benchmarking
Course Outline
Introduction to total quality management conceptsDefinition of quality and quality modelsHistory of qualityDefining TQMTQM critical success factorsThe relationship between ISO 9000 and TQMBenefits of implementing a quality modelThe cost of poor qualityComparing the gurus (Deming, Crosby, Juran, etc.)National quality awards:The Malcolm Baldrige national quality awardEFQM, Dubai Quality Award, and HH Sheikh Khalifa Excellence AwardSelecting the right model for your organizationThe quality maturity ladder
The success elements of TQMCustomer driven qualityPlan, Do, Check, Act (PDCA) modelEight-step problem solving methodologyProcess thinkingEliminating the non value addedManagement by facts and dataContinual improvement and KaizenEnhanced employee participation through idea generating systemsEmployee reward and recognition
Improvement tools and methodologiesWhat is a quality toolThe seven quality control toolsCause and effect diagram, check sheet, control charts, histogram, Pareto chart, scatter diagram, stratificationBrainstormingTree diagrams: how-how and why-why diagramsForce field analysisAffinity diagramsProcess mapping: 'the turtle'Poka yokeLean thinkingThe seven types of waste in organizationsVisual management and the 5S programSix sigma
Benchmarking as a tool to improve quality and business processesDefinition of benchmarking and reasons to benchmarkLevels of benchmarkingPros and cons of different benchmarking approaches
Elements of a continuous improvement processThe eight steps to achieve improvementCritical success factors and common failure factors in TQM