Total Quality Management

Workshop Outline:

TQM: Introduction, basic approach, history & benefits
Continuous Process Improvement
American, European & Japanese Quality Models
TQM Gurus: Deming 14 Points (principals); Juran Trilogy; Crosby Zero Defects
Quality planning, assurance & control
Plan-Do-Check-Act Model (PDCA)
TQM-Tools, Techniques & Improvement Cycle
Statistical Process Control (SPC)
Pareto Diagram
Cause-Effect Diagram
Check Sheets
Process Flow Diagram

Scatter Diagram
Control Charts
House of Quality and Quality Function Deployment (QFD)
Six Sigma Perceptions
Six Sigma Definition, Focus & Benefits
Six Sigma Comparison with Quality Systems
Lean Six Sigma
Contingency and Risk Planning
Failure Mode and Effects Analysis (FMEA)
Cost of non-quality (CNQ)

Methodology of the Training:

The workshop relies on a variety of training and facilitation methods and techniques. Used whenever applicable, these methods are aimed at enhancing individual and group interaction while maximizing learning. Some of these methods are:

Active involvement in exercises followed by review Individual and team exercises.
Behaviour modelling and role-plays
One-to-one and group discussions
Case studies, simulations and small projects
Video films
Self-analysis questionnaires and learning instruments
Individual action plans (to follow up and evaluate training results)