Dates for this course

23/08/10 - 27/08/10

13/12/10 - 17/12/10

Who should attend:
• Executives, managers & other senior personnel involved in quality management and related activities, in either private sector, parastatal or government organisations.
• Priority is given to the requirements of organisations where the directors are committed to early achievement of world class quality standards and international quality certification.
• Senior HR development personnel, who have responsibility for quality management training, to ensure effective support for the strategic objectives of their organisations. 

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