Course Methodology

The course relies on workshops, role plays, and group debriefs to help participants understand various quality concepts and applications. Additionally, it offers hands-on experience with top-notch tools and applications, and numerous videos on quality tools and systems support it. Team discussions and presentations are also used throughout the course to foster participants’ understanding of quality concepts.

Course Objectives

By the end of the course, participants will be able to:

• Explain the importance of quality models and various quality concepts and frameworks used by quality gurus
• Discover the success elements of Total Quality Management (TQM) deployment 
• Practice TQM improvement tools to enhance customer satisfaction and improve processes within their organization
• Apply widely used improvement methodologies
• Discuss various types of benchmarking tools and techniques to boost quality initiatives

Target Audience

Individuals, managers, supervisors, and all those who are engaged in quality models, awards, ISO and TQM implementation, and 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

Introduction to Total Quality Management (TQM) Concepts

• Definitions and history of quality
• Quality assurance and quality control
• What is Total Quality Management (TQM)?
• Quality standards
• Cost of Poor Quality (COPQ)
• Quality management principles 
• Quality gurus comparison (Deming, Crosby, Juran, etc.)
• Worldwide excellence awards
• Quality maturity ladder

The Success Elements of TQM

• The relationship between ISO 9001 and TQM
• TQM success factors
• Elements of a Total Quality process
• Customer-driven quality
• Management by facts and data
• Enhanced employee participation
• Participative management techniques
• Critical Success Factors and common failure factors in TQM

Continual Improvement Tools and Practices

• The seven quality control tools
• Check sheet, histogram, control charts, Pareto chart, cause-and-effect diagram, scatter diagram, and flow charts
• Brainstorming
• Tree diagrams: How-how and why-why diagrams
• Process and process management
• Value-added, waste, and LEAN thinking
• Visual management and 5s program
• Poka Yoke

Continual Improvement Methodologies

• Continual improvement and Kaizen
• Plan-Do-Check-Act (PDCA) methodology
• Toyota A3 model and report
• The Eight-Step methodology
• Six-Sigma methodology
• Innovation and Quality 4.0
• Assessing your organization's readiness tool

Benchmarking as a Tool to Improve Quality and Business Processes

• What is benchmarking?
• Why benchmark?
• Benchmarking methodology 
• The two themes of benchmarking
• Levels of benchmarking
• Types of benchmarking