Total Quality Management

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Total Quality Management combines both philosophy and methodology to present a uniquely powerful approach to management. This workshop covers both TQM philosophy and its practical methods including key concepts, tools, and analytical processes. The participants will take part in demonstrations so that they may use TQM methods and apply them to their own place of work. The workshop will also discuss how to start a quality management program. TQM is not new, it is a tried and tested Management discipline that has had remarkable success in the past, it has the potential to improve company performance to a remarkable degree. It involves every-one in the company; all have to commit to an attitude focussed on improving performance in all aspects of the business. Without this commitment the system will not produce the anticipated results. The course will explore the philosophies of the leading "gurus" as well as the practical tools of the trade. A core focus of this course will be the model of TQM implementation, which is crucial to the success of any TQM Program. The course will also explore Reengineering and ISO registration as part of a comprehensive TQM implementation program.

This important course is an ideal introduction to the broad topic area of quality management. It is particularly valuable for those exploring the benefits and implications of quality for their organisation, and it is an appropriate introduction prior to attending specialist quality management courses. This workshop is intended for anyone requiring both a general overview of TQM along with specific and practical understanding of its methods.

• What is Quality
• The Quality Movement
• The Quality Approaches
• The Cost of Quality (COQ)
• Continuous Quality Improvement (CQI)
• The Seven Quality Tools (7QC)
• Statistical Process Control (SPC)

• The concept of Quality
• Definitions of Quality
• The benefits of quality
• The Quality Management System (QMS)
• The Quality Movement

• Contributions of the quality gurus (Shewhart, Deming, Juran, Crosby, Ishikawa and Taguchi)
• Zero Defects (ZD)
• Kaizen system
• Poke-yoke (Shingo)

• Total Quality Management (TQM)
• The Award approach (MBNQA) approach
• The ISO 9000 approach
• Quality Function Deployment (QFD)
• Comparison of quality approaches

• Control cost and failure cost
• Prevention cost and Appraisal cost
• External cost and internal costs

• Shewhart Cycle
• The Seven-Steps Cycle
• Data collection and data analysis

• When and how to use the quality
• How to use the 7QC

• The concept and benefits of the SPC
• How to implement the SPC
• Application of the SPC to improve the quality of products and services