Total Quality Management Techniques

  2 Days

Total Quality Management aims to improve the competitiveness, effectiveness and flexibility of the whole organisation so that not only is it positioned to meet the needs of customers today but is capable of continuing to delight them tomorrow and into the future. TQM requires a culture that places the customer at the centre of its strategic decision making and a commitment to continual improvement.
This one day course focuses on the tools and techniques that enable continual improvement to take place. 

Objectives:

On completion of the workshop, participants will be able to:

  • Define Total Quality Management 
  • Describe a method for calculating the cost of quality
  • Explain the purpose, scope and key requirements of the international standard ISO 9001
  • Explain how to describe a process in the form of a Business Process Diagram
  • Explain how to relate the Critical to Quality factors to process inputs
  • Describe a method of prioritising improvement activities
  • Use a variety of methods for collecting, collating and analysing data
  • Use a variety of methods for problem solving
  • Explain a method for identifying ways of benefiting from opportunities
  • Use a variety of methods for decision making
  • Describe a model for continuous improvement.

Content:

  • Total quality management
    • Quality management system
    • Quality management system standards
    • Total Quality Management
    • The relationship between TQM and Six Sigma
  • Understanding business processes
    • Cross-functional business processes
    • The Process Classification Framework
    • Business process diagrams
    • Evaluating business processes
    • Process cost reports
  • Prioritising improvement
    • Prioritising processes for improvement
    • Other factors to consider
  • Collecting data
    • Measureable characteristic of a business process
    • Measurement selection matrix
    • Data collection methods
    • Data types
    • Business process auditing
  • Collating data
    • Data collation and display
    • Process analysis
  • Problem solving
    • Tools for analysing process problems
  • Decision making
    • Tools for making decisions
    • Potential problem analysis
    • Potential opportunity analysis
  • Continuous improvement
    • The Deming Cycle
    • A structured approach to continuous improvement