Total Quality Management

LEARNING OBJECTIVES OF THE PROGRAM:

• Detailed knowledge and information about total quality management.

• The required skill, understanding and confidence to partake in and play a significant role in the
   implementation of a total quality management system in the organization in turn supporting career
   growth and progression.

• Provide the necessary confidence and knowledge to train other professionals on total quality management.

• The ability and knowledge to contribute to organizational growth and development by delivering better
   quality, following the requirements of clients

• The confidence, experience and understanding to check existing processes and procedures followed within
   the organization for adherence to standards set and suggesting changes if required

• The required skillset and capabilities to work with advanced tools and concepts to set up total quality
   management systems within the organization

• The knowledge, confidence and experience to work in any organization or industry in quality management
   related roles, thereby increasing avenues for career growth and progression

PROGRAM OUTLINE

Module 1 – Overview of Total Quality Management

             • Definition
             • History
             • Critical success factors

Module 2 – Principles of Total Quality Management

             • Commitment from management
             • Employee empowerment
             • Continuous improvement
             • Customer focus
             • Process-centered
             • Integrated system
             • Strategic and systematic approach
             • Fact-based decision making
             • Effective communication

Module 3 – Phases of Total Quality Management

             • Planning phase
             • Do phase
             • Check phase
             • Act phase

Module 4 – Tools for Total Quality Management

             • Benchmarking
             • Failure Mode Effect Analysis
             • PDCA (Plan–do–check–act) cycle
             • Process management
             • SWOT & PESTLE
             • Statistical process control
             • 7 QC Tools
             • DMAIC
             • LEAN Concepts
             • JIT / Kan Ban / Push Pull

Module 5 – Elements of Total Quality Management

             • Ethics
             • Integrity
             • Trust
             • Capacity & Skills set Building
             • Teamwork
             • Leadership
             • Rewards & Recognition
             • Communication

Module 6 – Benefits of Total Quality Management

             • Increased awareness of quality culture organization-wide
             • Special emphasis on teamwork
             • Commitment towards continuous improvement
             • Cost and defect reduction
             • Increased customer satisfaction

Module 7 – Steps to Implement a Total Quality Management System

             • Change Management
             • Vision and mission alignment with Leadership and Employees
             • Identify critical success factors (CSFs)
             • Processes/ sub-processes mapping
             • Train and re-train employees
             • Develop improvement plan
             • Measure and report

Module 8 – Challenges to Total Quality Management

             • Constraints by quality culture
             • Leadership & Management Styles
             • Lack of employee commitment
             • Effective Communication Chanels
             • Quality certifications
             • Customer Relationship Management

This special training is aligned with the “Leading in a Continuously Changing Environment” core competency of the Career Executive Service Board (CESB), where TQM is identified as a critical learning area. This equips government executives and third-level eligibles with the mindset and tools to drive innovation, build high-performance teams and deliver sustained value to citizens.