Total Quality Management (TQM): Tool Box for Continual Improvement

Start Date End Date Venue Fees (US $)
13 Sept 2026 Kuala Lumpur, Malaysia $ 4,500 Register
06 Dec 2026 Dubai, UAE $ 3,900 Register

Total Quality Management (TQM): Tool Box for Continual Improvement

Introduction

TQM is a management and quality philosophy aimed at integrating all organizational functions to focus on meeting customer needs and organizational objectives. It has been one of the most influential methods used in managing business processes over the last 30 years. It has been incorporated as a vital component in the management systems of some of the world's most successful enterprises. The aim of this course is to equip participants to understand TQM so that they can make Quality and Continuous Business Improvement work to best effect in their organization.

Objectives

    The course will provide participants with comprehensive knowledge on the history and evolution of the concept of quality, as well as on the history of quality gurus and tools. Through various workshops and role-plays the course will focus on applications of quality systems, models and methodologies including excellence awards, ISO systems and breakthrough improvement methodologies such as 'Lean' and 'Six Sigma'. This highly interactive course will help participants apply the powerful quality tools used in leading organizations. Participants will leave with best practices on how to select, design or apply quality structures and tools in their organizations.

    By the end of the course, participants will be able to:

      • Explain the importance of quality models and identify various quality concepts and frameworks used by quality gurus
      • Discover the success elements of Total Quality Management (TQM) deployment 
      • Use TQM improvement tools to enhance customer satisfaction and improve processes within their organization
      • Describe various types of benchmarking tools and techniques to boost quality initiatives
      • Apply widely used improvement methodologies

Training Methodology

The course relies on the use of workshops, role-plays and group debriefs aimed at helping participants understand various quality concepts and applications. The course also features hands-on experience on quality tools applications and is supported by various videos on quality tools and systems. Team discussions and presentations are also used throughout the course to foster participants’ understanding of quality concepts.

Who Should Attend?

Individuals, managers, supervisors and all those who are engaged in quality models, awards, ISO and TQM implementation as well as improving organizational performance.

Course Outline

 Introduction to total quality management concepts

  • Definition of quality and quality models
  • History of quality
  • Defining TQM
  • TQM critical success factors
  • The relationship between ISO 9000 and TQM
  • Benefits of implementing a quality model
  • The cost of poor quality
  • Comparing the gurus (Deming, Crosby, Juran, etc.)
  • National quality awards:
  • The Malcolm Baldrige national quality award
  • EFQM, Dubai Quality Award, and HH Sheikh Khalifa Excellence Award
  • Selecting the right model for your organization
  • The quality maturity ladder

The success elements of TQM

  • Customer-driven quality
  • Plan, Do Check, Act (PDCA) model
  • Eight-step problem-solving methodology
  • Process thinking
  • Eliminating the non-value added
  • Management by facts and data
  • Continual improvement and Kaizen
  • Enhanced employee participation through idea-generating systems
  • Employee reward and recognition

Improvement tools and methodologies

  • What is a quality tool
  • The seven quality control tools
  • Cause and effect diagram, check sheet, control charts, histogram, Pareto chart, scatter diagram, stratification
  • Brainstorming
  • Tree diagrams: how-how and why-why diagrams
  • Force field analysis
  • Affinity diagrams
  • Process mapping: 'the turtle'
  • Poka yoke
  • Lean thinking
  • The seven types of waste in organizations
  • Visual management and the 5S program
  • Six sigma

Benchmarking as a tool to improve quality and business processes

  • Definition of benchmarking and reasons to benchmark
  • Levels of benchmarking
  • Pros and cons of different benchmarking approaches

Elements of a continuous improvement process

  • The eight steps to achieve improvement
  • Critical success factors and common failure factors in TQM

Accreditation

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