Course Ref: OP.4

Course Subject: Operations Management

Who should attend?

• Project managers who are looking to enhance quality within their projects
• Operations managers who are looking to embed TQM within their areas of responsibility
• Senior managers who are looking to initiate or develop TQM within their organisation

Course objectives

• To achieve in-depth comprehension of the principles of TQM, with emphasis on placing customer needs at the centre of corporate objectives
• To evaluate the concept of ‘best practice’ in quality management with particular attention to identifying bench-mark quality standards and installing continuous improvement planning
• To evaluate the skills and resources needed to implement total quality management processes, to enable cost-effective achievement of world class standards
• To recognise the potential benefits of international quality certification, both as a marketing tool and to enhance corporate image

Course content

Introduction to TQM

• Development of TQM processes
• Stages of quality management
• Barriers to quality achievement
• Quality cost & customer satisfaction
• Achieving world-class standards

Principles of TQM

• Quality Management concepts
• Need to be customer focused
• Ensuring customer feedback
• Defining ‘Best Value’ in public service
• Need for employee feedback

TQM Processes

• Elements of quality management
• Quality measurement processes
• Statistical quality control
• Quality assurance planning
• Continuous improvement planning

Implementation of TQM

• Implementation methodology
• Quality audit procedure
• Use of diagrams in quality systems
• Recording & correcting defects
• Quality approval certification

Success Strategies

• Need for committed leadership
• Overcoming resistance to change
• Building multi-skilled TQM teams
• Bench-marking quality parameters
• Setting up a work-centred QA project