Total Quality Management - An Overview

Total Quality Management (TQM) has become a popular phrase in many businesses. However, often the approach and the results are less than spectacular. In order to start an effective quality journey or to improve and accelerate a journey underway, it is important that people within the organization have a basic understanding of TQM.

This is a one day workshop which will enable participants to gain a high level understanding of TQM and each of its key elements:

• Planning - Using the voice of the customer, the business and the employees to focus improvement and re-engineering efforts on a few key business priorities.

• Managing - Defining business processes and monitoring for stability, flexibility and the capability to meet customer and business needs.

• Improving - Improving business results and customer satisfaction by identifying and eliminating problems involving cost, defective products, errors, and cycle time.

Course Outline

 I.     Introduction to Quality

• A historical perspective
• The quality organization

II.    Organizational Planning

• Creating a Vision of the Future
• Translating Vision to Action
• Establishing Priority Management

III.    Process Management

• Determine Scope
• Document Process
• Measure Performance
• Assess Performance
• Improve Processes

IV.    Process Improvement (PDCA)

• Define Area for Improvement
• Analyze Problem
• Prevent Problem
• Implement Solution and Evaluate Performance

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EBP Consulting Service, Inc.     CompanyEmail     (510) 339-6144