Fundamentals Of Quality Management



Course Introduction

Quality management is the act of overseeing all activities and tasks needed  to maintain   a  desired level of excellence.  This includes creating and implementing  quality planning and assurance, as well as quality control and quality improvement. It is also referred to as total quality  management (TQM). At its core, quality  management (TQM) is a business philosophy that champions the idea that the long- term success of a company comes from customer satisfaction. TQM requires that all stakeholders in a business work together to improve processes, products, services and the culture of the company itself.

This programme is designed to provide participants with the quality management principles, techniques, tools, and skills for on-the-job applications useful in a wide range of businesses and organizations, including service, manufacturing,   government, education, and healthcare.

  • Anyone who wants to use QM framework and proven approaches and tools to be more effective on the job.
  • Understand the philosophy  and core values of  Total  Quality Management (TQM)
  • Apply and evaluate best practices for the attainment of total quality.
  • Determine the voice of the customer and the impact of quality on economic performance  and long-term business  success  of an organization
  • Select and apply appropriate techniques in identifying customer needs, as well as the quality impact that will be used as inputs in TQM methodologies;
  • Measure the cost of poor quality and process effectiveness and efficiency to track performance quality and to identify areas for improvement;
  • Understand  proven methodologies   to  enhance management processes, such  as  benchmarking and  business process reengineering;
  • Choose a framework to evaluate the performance excellence of an organization, and determine the set of performance indicators that will align people with the objectives of the organization.
  • Interactive lectures
  • Group discussion
  • Examination of case studies
  • Practical exercises

Principles of Total Quality

  • Concepts of quality
  • Core values and paradigms for TQM, including corporate citizenship and protection of the environment
  • Models for performance excellence: Deming Prize, Baldrige

Quality Award, European Quality Award

Customer Needs

  • Internal and external customers
  • Voice of the customer; Customer satisfaction
  • Customer loyalty
  • Service recovery
  • Crisis management

Economics of Quality

  • Classification and analysis of quality costs
  • Implementing quality costing systems
  • Economic value of customer loyalty and employee loyalty

TQM Methodologies

  • Quality Function Deployment (QFD)
  • Benchmarking
  • Business process reengineering
  • Process improvement

Learning and Growth

  • Organizational learning
  • Organizational renewal
  • Change management
  • Employee empowerment

Strategic Quality Management

  • Vision, strategy, goals, and action plans
  • Measurement of organizational performance