Training Course: TQM Smart Tools for Continuous Improvement

Introduction

Course Objectives of TQM Smart Tools for Continuous Improvement

• Explain the importance of quality models and identify various quality concepts and frameworks used by quality gurus.
• Discover the success elements of Total Quality Management (TQM) deployment.
• Use TQM improvement tools to enhance customer satisfaction and improve processes within their organization.
• Describe various types of benchmarking tools and techniques to boost quality initiatives.
• Apply widely used improvement methodologies.

TQM Smart Tools for Continuous Improvement Course Outline

Day 1

Introduction to total quality management concepts

• Defining TQM.
• TQM critical success factors.
• The relationship between ISO 9000 and TQM.
• Benefits of implementing a quality model.
• The cost of poor quality.
• Comparing the gurus (Deming, Crosby, Juran, etc.).
• Selecting the right model for your organization.
• The quality maturity ladder.

Day 2

The success elements of TQM

• Customer-driven quality.
• Plan, Do, Check, Act (PDCA) model.
• Eight-step problem-solving methodology.
• Process thinking.
• Eliminating the non-value-added.
• Management by facts and data.
• Continual improvement and Kaizen.
• Enhanced employee participation and decision-making through idea-generating systems.
• Employee reward and recognition.

Day 3

Improvement tools and methodologies

• What is a quality tool?
• The seven quality control tools
  • Cause and effect diagram, check sheet, control charts, histogram, Pareto chart, scatter diagram, stratification
• Brainstorming.
• Tree diagrams: how-how and why-why diagrams.
• Process mapping: 'the turtle'.
• Poka-yoke.
• Lean thinking.
• The seven types of waste in organizations.
• Six sigma.

Day 4

Benchmarking as a tool to improve quality and business processes

• Definition of benchmarking.
• Reasons to benchmark.
• Levels of benchmarking.
• Pros and cons of different benchmarking approaches.

Elements of a continuous improvement process

• The eight steps to achieve improvement.
• Critical success factors in TQM.
• Common failure factors in TQM.

Case study (success & failure), open discussion, and Q&A session