At the end of this course, the participants should be able to:
• Identify the various definitions of quality and the concept and elements of total quality management system.
• Understand the eight principles of total quality management
• Apply process approach of total quality management and use SIPOC model to better understand and improve work processes and work flow.
• Communicate with customers and determine their needs and Utilize TQM principles to enhance customer satisfaction.
• Realize the importance of keeping employees engaged and motivated in the organization for the success of TQM.
• Select and use proper quality and continuous improvement tools to improve the performance of the organization and its internal processes.
• Advice and influence management to adopt TQM philosophy as a strategic approach for the organization.

Introduction to Total Quality Management
• The concept and development of quality concepts
• Quality dimensions of products and services
• The concept and principles of total quality management.
• Pioneers of Total Quality Management
• The relationship between total quality management, standards and excellence awards
Quality and Operations Management
• The concept of operation
• SIPOC process model
• Benefits of focusing on operations
• The concept of added value
• Measuring process performance
• Documenting operations
Participation and engagement of individuals
• The principle of participation and association of individuals
• The concept of teams and quality circles
• The stages of team formation
• Quality Circles methodology
• Motivation
• Motivation theories and job satisfaction
• Motivation methods
Quality management tools
• The Seven Quality Tools
• Failure and Impact Matrix
• Kaizen Method 5s
• Benchmarking
Focus on the customer
• Customer care methodology
• Customer contact channels
• Identification of Customer Requirements (customer voice)

• Determining Customers’ Needs
• Service Quality
• Quality Assurance & Quality Management System
• Change Management
• Continuous Improvement
• Leadership
• Problem Solving and Decision Making
• Business Process Management
• Performance Measurement
• Seven Tools of Quality
• Data Collection and Analysis

This training course will be carried out through the use of best practices and the right combination of engaging and purposeful tools such as:
• Practical, relevant case studies
• Group activities and workshops
• Related role plays
• Experiential learning
• Brain storming
• Stimulating mental activities
• Engaging team competitions
• Suitable training Videos
• Presentations
• Self–assessments
• Learning with Simulations and Games

All employees working in operations, quality, planning, and supplier/customer relationships departments in both manufacturing and service industries as well as managers involved in strategic decision making, executives, and heads of functional departments.