Total Quality Management

Workshop Outline:

  • TQM: Introduction, basic approach, history & benefits
  • Continuous Process Improvement
  • American, European & Japanese Quality Models
  • TQM Gurus: Deming 14 Points (principals); Juran Trilogy; Crosby Zero Defects
  • Quality planning, assurance & control
  • Plan-Do-Check-Act Model (PDCA)
  • TQM-Tools, Techniques & Improvement Cycle
  • Statistical Process Control (SPC)
  • Pareto Diagram
  • Cause-Effect Diagram
  • Check Sheets
  • Process Flow Diagram
  • Scatter Diagram
  • Histogram
  • Control Charts
  • House of Quality and Quality Function Deployment (QFD)
  • Six Sigma Perceptions
  • Six Sigma Definition, Focus & Benefits
  • Six Sigma Comparison with Quality Systems
  • Lean Six Sigma
  • Contingency and Risk Planning
  • Failure Mode and Effects Analysis (FMEA)
  • Cost of non-quality (CNQ)

Methodology of the Training:The workshop relies on a variety of training and facilitation methods and techniques. Used whenever applicable, these methods are aimed at enhancing individual and group interaction while maximizing learning. Some of these methods are:

  • Active involvement in exercises followed by review Individual and team exercises.
  • Behaviour modelling and role-plays
  • One-to-one and group discussions
  • Case studies, simulations and small projects
  • Video films
  • Self-analysis questionnaires and learning instruments
  • Individual action plans (to follow up and evaluate training results)