Day 1: Foundations of Total Quality Management

• Introduction to TQM: Concepts, history, and importance.
• Principles of TQM: Customer focus, leadership, employee involvement, process approaare included in the Binding Mortar section. We provide a detailed description of them in the modulesch, system approach, continuous improvement, factual approach ¹ to decision-making, and supplier relationships.  
• Quality Philosophies: Deming, Juran, Crosby, and Ishikawa.
• The Cost of Quality: Understanding the impact of poor quality on organisational performance.

Day 2: TQM Tools and Techniques

• Process Mapping and Analysis: Flowcharts, SIPOC diagrams, and value stream mapping.
• Data Collection and Analysis: Check sheets, histograms, Pareto charts, and scatter diagrams.
• Problem-Solving Tools: Fishbone diagrams, 5 Whys, and root cause analysis.
• Statistical Process Control (SPC): Control charts and process capability analysis.
• Practical Exercise: Applying problem-solving tools to a real-world quality issue.

Day 3: Customer Focus and Satisfaction

• Understanding Customer Needs: Voice of the Customer (VOC) and customer surveys.
• Customer Relationship Management (CRM): Building and maintaining customer relationships.
• Service Quality Management: Delivering exceptional customer service.
• Customer Feedback and Complaint Handling: Effectively managing customer feedback.
• Practical Exercise: Conducting a customer satisfaction survey and analysing the results.

Day 4: Continuous Improvement and Employee Involvement

• Kaizen and Continuous Improvement: Principles and implementation.
• Employee Empowerment and Teamwork: Building high-performing teams.
• Knowledge Management and Best Practices Sharing.
• Performance Measurement and Benchmarking: Tracking progress and identifying areas for improvement.
• Practical Exercise: Developing a Kaizen event plan.

Day 5: Implementing and Sustaining TQM

• TQM Implementation Strategies: Developing a roadmap for TQM implementation.
• Change Management and Organisational Culture: Overcoming resistance to change.
• Leadership and Commitment: The role of leadership in driving TQM initiatives.
• Auditing and Certification: ISO 9001 and other quality standards.
• Case Studies: Analysing successful TQM implementation initiatives.
• Course Review, Q&A, and Action Planning.