COURSE OVERVIEW:

Total Quality Management (TQM) is a management philosophy that seeks to integrate all organizational functions to focus on meeting customer needs and organizational objectives. Unlike standards-based compliance, TQM is a culture-driven approach that views quality as a responsibility shared by every employee, from the CEO to the frontline worker. This course provides a comprehensive overview of the TQM pillars, emphasizing long-term success through customer satisfaction and the continuous improvement of all internal processes.

The scope of this training involves the exploration of the core TQM concepts, including employee empowerment, process-centered thinking, and fact-based decision-making. Attendees will learn how TQM differs from traditional ISO compliance and how it can be used to drive organizational excellence beyond the basic requirements of a certificate. The curriculum focuses on the "Human side of Quality," exploring how leadership, communication, and teamwork are essential for creating a sustainable quality culture.

Coverage includes the teachings of quality pioneers like Deming, Juran, and Crosby, as well as modern applications of TQM in service and technology industries. Participants will examine tools for measuring customer satisfaction and techniques for fostering cross-functional collaboration. By the end of this course, attendees will be able to implement TQM principles that improve organizational agility, reduce waste, and create a high-performance environment dedicated to delivering superior value to stakeholders.

COURSE OBJECTIVES:

After completion of this course, the participants will be able to:

• Define the core philosophy and history of Total Quality Management.
• Identify the Eight Pillars of TQM.
• Understand the teachings of Deming (14 Points), Juran, and Crosby.
• Apply the concept of "Customer Focus" to all internal and external roles.
• Explain the importance of Total Employee Involvement in quality.
• Utilize process-centered thinking to improve cross-functional workflows.
• Implement the PDCA cycle as a foundational tool for TQM.
• Demonstrate the role of Leadership in fostering a TQM culture.
• Utilize fact-based decision-making using statistical tools.
• Develop effective communication strategies to support quality goals.
• Identify barriers to TQM implementation and how to overcome them.
• Align TQM principles with the organization's strategic vision.

TARGET AUDIENCE:

Operations Managers, Quality Coordinators, Team Leaders, Department Heads, and Professionals interested in organizational culture and excellence.

TRAINING COURSE METHODOLOGY:

A highly interactive combination of lectures, discussion sessions, and case studies will be employed to maximize the transfer of information, knowledge, and experience. The course will be intensive, practical, and highly interactive. The sessions will start by raising the most relevant questions and motivating everybody to find the right answers. The attendants will also be encouraged to raise more of their questions and to share in developing the right answers using their analysis and experience. There will also be some indoor experiential activities to enhance the learning experience. Course material will be provided in PowerPoint, with necessary animations, learning videos, and general discussions.

The course participants shall be evaluated before, during, and at the end of the course.

COURSE CERTIFICATE:

National Consultant Centre for Training LLC (NCC) will issue an Attendance Certificate to all participants completing a minimum of 80% of the total attendance time requirement.