SBS Endorsed – Total Quality Management (TQM): Tool Box for Continual Improvement

Program Overview

Total Quality Management depends on everyone using a common set of tools to understand problems and improve work. This course provides a practical toolbox: the seven basic quality tools, the seven management and planning tools such as affinity and matrix diagrams, PDCA and kaizen events, benchmarking and quality function deployment. Participants practise each tool on realistic data and learn how TQM principles of customer focus, process management and employee involvement underpin excellence models such as EFQM, which many GCC government excellence programmes use.

Learning Outcomes

• ✓Select the appropriate basic quality tool for a given problem and apply it to sample data.
• ✓Use affinity diagrams, interrelationship digraphs and prioritisation matrices to structure complex issues.
• ✓Plan and facilitate a short kaizen event using the PDCA cycle.
• ✓Translate customer requirements into service or product characteristics using a simple house of quality.
• ✓Design a benchmarking study that compares a process with a recognised leader.
• ✓Assess an organisation's TQM maturity against customer focus, process and people criteria.

Target Audience

• Quality and continual improvement officers
• Team leaders and supervisors running improvement teams
• Institutional excellence coordinators
• Process owners in operations and services

Detailed Program Modules

Training Methodology

Applied Project & Assessment