Total Quality Management is a management approach centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction. This course explores the TQM philosophy, emphasizing continuous improvement (Kaizen) and the integration of quality into every aspect of the organization.

Course Objectives:

• Understand the philosophy and history of TQM (Deming, Juran, Crosby).
• Implement a customer-centric quality culture.
• Use TQM tools to improve organizational performance.
• Align quality initiatives with corporate strategy.
• Apply benchmarking and performance measurement techniques.

Target Audience:

• Quality Managers and Officers.
• Senior Management and Department Heads.
• Operations and Supply Chain Professionals.

Course Outline:

Day 1: Principles of TQM

• The evolution of Quality Management.
• The 8 Principles of TQM.
• Leadership Commitment and Culture Change.
• Strategic Quality Planning.

Day 2: Customer Focus & Employee Involvement

• Understanding Customer Expectations and Satisfaction.
• Employee Empowerment and Teamwork in TQM.
• Suggestion Systems and Quality Circles.
• Training and Development for Quality.

Day 3: Continuous Improvement (Kaizen)

• The PDCA Cycle (Plan-Do-Check-Act).
• Benchmarking: Internal, Competitive, and Functional.
• Business Process Reengineering (BPR) vs. Kaizen.
• Total Productive Maintenance (TPM) overview.

Day 4: Tools for Quality Improvement

• The 7 Basic Quality Tools (Check Sheets, Flowcharts, etc.).
• Quality Function Deployment (QFD) and the House of Quality.
• Statistical Thinking in Management.
• Six Sigma as a tool within TQM.

Day 5: Implementing and Sustaining TQM

• Barriers to TQM implementation and how to overcome them.
• Quality Awards and Excellence Models (EFQM, Baldrige).
• Measuring TQM Success: Quality Costs (COQ).
• Final Case Study: Developing a TQM Roadmap.