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Home	February 5, 2012


Fundamental of Total Quality Management Overview The Total Quality Management TQM is a new approach for doing business within organizations, and that it requires new knowledge and actions. This course is designed to provide a fundamental look at the what, how, why, when and where of Total Quality Management. It is designed to lay the basic foundation upon which you can build your implementation and transformation efforts in your organization. Objectives The objective of the Fundamentals of Total Quality Management course is to enable you to understand the basic concepts of Total Quality Management. Our purpose is to introduce you to the concepts, principles, and approaches to TQM. You will be shown how important and useful TQM can be in your future work in your company or institutions. Who should attend? All professionals who take an active role in completing quality management Including Performing quality system auditors. Quality Advisors Quality coordinators Team Leaders Benefits of attending After completion of this program you will gain confidence in your ability to: • Explain the quality approach • Describe the quality improvement team structure • Describe the System of Profound Knowledge • Explain the Fourteen Obligations of Management • Identify, construct and apply basic process improvement tools Topics Module 1: Quality Approach • Quality Management Concept • Define quality • Describe the different dimensions of quality • Quality dependence • Condition of quality • Explain how the customer defines the quality of a product or service • Define process • Differentiate between significant and critical processes • Contrast two approaches to quality • Describe the Process Improvement • Describe the benefits of quality Module 2: Quality Improvement Teams • The Traditional Organization • Explain the purpose and structure of quality improvement teams • Describe the roles and responsibilities of the Executive Steering Committee (ESC) • Describe the roles and responsibilities of the Quality Management Boards (QMBs) • Describe the roles and responsibilities of the Process Action Teams (PATs) • Describe the roles and responsibilities of the TQM Coordinator. • Quality Advisor. • Downward Link. • Team Leader. • Recorder and Team Member. • Explain the Total Quality Management Approach. • Session Summary Module 3: System of Profound (Systems) • Define system • Explain the relationship among systems, subsystems and processes • Identify elements of an extended system • Explain the concepts of optimization/sub optimization • Explain the importance of viewing an organization as a system • Explain the importance of measures in the extended system Module 3: System of Profound (Psychology) • Describe psychology as part of the System of Profound Knowledge • Explain how differences and similarities of people affect work behavior • Explain what is involved in changing the culture of an organization • Explain the definition of critical mass • Explain why working in teams is important for quality improvement Module 3: System of Profound (Variation) • Describe the concept of variation • Explain the significance of the quality loss function • Explain the importance of continuous process improvement for reducing variation • Describe the difference between common cause and special cause variation • Describe the difference between specification limits and control limits • Describe the difference between stable and capable processes • Explain who is responsible for taking action on common and special cause variation Module 3: System of Profound (Knowledge) • Explain the definition of the theory of knowledge • Explain the effective planning and decision making approaches • Explain that planning and decision-making require prediction • Describe the importance of operational definitions • Describe the Plan-Do-Check-Act (PDCA) cycle • Explain how the PDCA cycle provides a method for continual improvement Module 4: THE Fourteen Obligations of Management • Explain each of the Fourteen Obligations of Management. • Explain how the Fourteen Points are an application of the System of Profound Knowledge. • The Fourteen Points are Deming's theory of total quality. • Improving quality means actively practicing the Fourteen Points. • Explain how the Fourteen Points are an application of the System of Profound Knowledge (Systems, Psychology, Variation and Knowledge) Module5: Basic Process Improvement Tools • Explain the purpose and uses of basic process improvement tools • Construct and apply Flowcharting, Brainstorming, and Affinity • Diagrams, Cause and Effect Diagrams, Nominal Group • Technique (NGT), Multi-voting, Check Sheets, Pareto • Charts, and Run Charts • Describe Histograms and Control Charts • Describe the importance of Data Collection Plan • Complete an exercise using the basic process improvement tools Length: 5 days