Introduction to TQM
- Development of TQM practices
- Stages of quality management
- Barriers to quality achievement
- Quality cost & customer satisfaction
- Achieving world-class standards
- Competitive advantage through TQM
Principles
- Quality Management concepts
- Need to be customer focused
- Ensuring customer feedback
- Defining ‘Best Value’ in public service
- Ensuring employee feedback
- Need for employee feedback
Processes
- Elements of quality management
- Selection of quality criteria
- Quality measurement processes
- Statistical quality control
- Quality assurance planning
- Continuous improvement planning
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Implementation
- Quality approval certification
- Implementation processes
- Quality audit procedure
- Use of diagrams in quality systems
- TQM cost-benefit comparisons
- Priority setting in correcting defects
Success Strategies
- Need for committed leadership
- Overcoming resistance to change
- Building multi-skilled TQM teams
- Bench-marking quality parameters
- Coordinating TQM processes
- Setting up a work centred TQM project
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