Day One: Introduction to Total Quality Management
Concept of Total Quality Management (TQM)
• Definition of Total Quality Management and its importance in organizational development.
• The difference between traditional quality and total quality management.
• How Total Quality Management contributes to customer satisfaction.
Origins and Evolution of Total Quality Management
• Quality pioneers: Deming, Juran, Crosby.
• Stages of the evolution of quality concepts over time.
• Modern global trends in the application of quality management.
Core Principles of Total Quality Management
• Customer focus as a top priority.
• Data-driven decision-making.
• Continuous improvement as an ongoing operational approach.
Day Two: Applying Total Quality Management within Organizations
The Role of Leadership in Quality
• Establishing a clear quality vision within the organization.
• Supporting quality initiatives and providing necessary resources.
• Promoting a quality culture among employees.
Employee Empowerment
• Training and capacity building in quality management.
• Encouraging active employee participation.
• Performance- and quality-based incentive systems.
Process Management and Improvement
• The importance of efficient process design.
• Core quality control tools (Pareto – Check Sheets – Flowcharts).
• Methods for identifying waste and improving processes.
Day Three: Quality Tools and Continuous Improvement
The Seven Basic Quality Tools
• Cause-and-effect diagram (Ishikawa).
• Control charts.
• Histograms.
Measuring Organizational Performance
• Key Performance Indicators (KPIs) in quality management.
• Data collection and analysis methods.
• Performance evaluation and linkage to improvement plans.
Continuous Improvement (Kaizen)
• The concept of Kaizen as a methodology for incremental improvement.
• Steps for implementing continuous improvement within organizations.
• Success stories of organizations that have adopted continuous improvement.
