Total Quality Management – Tool Box for Continual Improvement

Courses Syllabus

Introduction

This program is designed for:

Individuals, managers, supervisors and all those who are engaged in TQM implementation and improving organizational performance.

Objectives

• Describe the importance of quality models.
• Identify various quality concepts.
• Compare various TQM philosophies.
• Apply TQM improvement tools to enhance customer satisfaction and improve processes within their organization.
• Discuss widely-used improvement methodologies.

Content

Introduction to Total Quality Management (TQM) Concepts

• Definition of Quality and Quality Models
• History of Quality
• What is TQM?
• The Relationship Between ISO 9000 and TQM
• Benefits of Implementing a Quality Model
• The Cost ofPoor Quality
• The Gurus Comparsion (Deming, Crosby, Juran, Etc.)
• National Quality Award:
  • The Malcolm Baldrige National Quality Award
  • EFQM, Dubai Quality Award and HH Sheikh Khalifa Excellence Award
• Selecting the Right Model for Your Organization
• The Quality Maturity Ladder

The Success Elements of TQM

• Customer-Driven Quality
• Plan-Do-Check-Act Model (PDCA)
• Eight Step Problem-Solving Methodology
• Process Thinking
• Eliminating the Non-Value Added
• Management by Facts and Data
• Continual Improvement and Kaizen
• Enhanced Employee Participation and Decision-Making through Idea Generating Systems
• Employee Reward and Recognition

Improvement Tools and Methodologies

• What Is a Quality Tool?
• The Seven Quality Control Tools.
• Cause-and-Effect Diagram, Check Sheet, Control Charts, Histogram, Pareto Chart, Scatter Diagram, Stratification
• Brainstorming
• Tree Diagrams: How-How and Why-Why Diagrams
• Force Field Analysis
• Affinity Diagrams
• Process Mapping: “The Turtleâ€Â
• Poka Yoke
• Lean Thinking
• Visual Management and5S Program
• Six Sigma

Benchmarking as a Tool to Improve Quality and Business Processes

• What is Benchmarking? Why Benchmark?
• Levels of Benchmarking

Elements of a Continuous Improvement Process

• The Eight Steps to Achieve Improvement
• Critical Success Factors and Common Failure Factors in TQM