Total Quality Management (TQM)

What are the Goals?

At the end of this Total Quality Management (TQM) online training course, 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?

• Leaders
• Managers
• Supervisors/Team Leaders
• All who are working towards customer’s satisfaction development in product or services

Daily Agenda

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
• Customer Satisfaction
• Indicators for Customer Satisfaction
• Cost of Quality
• Benefits of TQM
• The Continuous Improvement Process
• Sustainable development of TQM
• PDSA Cycle
• Obstacles to achieving TQM

Quality Leadership

• Leadership & Management
• Power Sources of the Leaders
• Leadership Importance
• The 5 Management Functions
• Leadership Effectiveness & Efficiency
• Plan & Planning
• Leadership Styles
• Old & New Styles of Leadership
• Creative Leadership
• Communication Channels
• Communication Cycle
• 3 Components of Communication
• Effective Communication
• Body Language
• Sandwich Technique
• Effective listening
• The negative listening habits

Quality Strategic Management

• Who is Responsible?
• Strategic Planning
• 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
• Action Plans
• Tools for Putting Strategy into Action
• Business Strategy & Strategy Types
• A Strategic-Management Model
• Basis for Customer Segmentation
• SWOT Analysis
• SMART Goals
• GANNT & PERT Chart
• PEST Analysis
• Porter's Five Forces
• Internal Analysis: 4 perspectives
• Force Field Analysis
• Four Ps - Root cause analysis