Strategic Total Quality Management


Program Description

Key Information

  • Course Code: OPM106
  • Duration: 10 days
  • Fee: £5105

Course outline

The Role of Management in TQM

  • The need for senior managers to get involved in TQM
  • What senior managers need to know about TQM
  • What senior managers need to do about TQM
  • The role of middle managers
  • The role of first-line managers

The Introduction of TQM

  • Change and Continuous Improvement
  • Forces for change
  • How do companies get started?
  • Approaches to TQM

A Framework for the Introduction of TQM

  • Organising
  • Systems and techniques
  • Measurement and feedback
  • Changing the culture
  • Use of the framework

Levels of TQM Adoption

  • Level 1 – uncommitted
  • Level 2 – drifters
  • Level 3 – tool-pushers
  • Level 4 – improvers
  • Level 5 – award-winners
  • Level 6 – world-class

Sustaining TQM

  • TQM sustaining audit tool: development and methodology
  • Category 1 – internal / external environment
  • Category 2 – management style
  • Category 3 – policies
  • Category 4 – organization structure
  • Category 5 – process of change

Policy Deployment

  • What is policy deployment?
  • The policy deployment process
  • A check-reflect-improve-scrutinise-pass (CRISP)
  • Approach to policy deployment

Quality Costing

  • The categorization of quality costs
  • Collecting quality costs
  • Some cost aspects of the manufacturing industry
  • Reporting quality costs
  • Use of quality costs

Managing People

  • QM and the management of people
  • HR policies and practices
  • Employee involvement
  • Organisational culture
  • Integration

Managing Service Quality

  • The service environment
  • Defining service quality
  • The role of personnel in
    service delivery
  • Service delivery

Supplier Development

  • Long-term issues of partnership
  • Barriers to developing partnerships
  • Conditions of partnership
  • The issues to be considered in partnership
  • The process of partnership
  • Potential difficulties of operating partnerships

Target audience

This total quality management course is suitable for:

  • Chief officers, directors, and heads of departments who wish to play a greater role in determining the quality policy within their organizations.
  • Senior management team members who wish to create the strategic dialogue, organizational environment, atmosphere, values and behavior in which total quality management (TQM) can achieve its potential.
  • Those who wish to create an organizational culture in which each person in every department is fully committed to improving their own performance and is dedicated to satisfying their internal customers’ needs and future expectations.
  • Middle and first-line management who wish to play a key role in putting the principles of TQM in place at the sharp end of their organization.
  • Industrialists
  • Management consultants

Learning outcomes

Upon completion of these quality courses, you will be able to understand:

  • The main reasons why senior management should become personally involved in TQM – what they need to know about TQM and what they need to do in terms of actions.
  • The role of middle and first-line management as being key to putting in place the principles of TQM, and the activities which they need to get involved with.
  • Change and continuous improvement.
  • How the improvement process is triggered.
  • A range of approaches which can be followed in the introduction of TQM.
  • The structure of a framework to assist with the introduction of TQM.
  • Six levels of TQM adoption that can be used as an internal measure by which organizations can compare their standing and which help them review their performance.
  • Some of the typical problems in sustaining TQM.
  • An audit tool by which organizations can assess if they are experiencing the factors which can have a negative impact on the sustainability of TQM.
  • The history and concept of policy development.
  • A policy deployment model that will enable an organization to deploy, in an effective manner, its vision, mission, goals, objectives, targets, and means.
  • Why quality costs are important to management.
  • How to identify, collect, analyze, report and use quality costs to best advantage.
  • The typical pitfalls in quality cost collection.
  • The need to consider the ‘soft-aspects’ of TQM.
  • The key role that the HR function can play in the development and success of TQM.
  • The implications for service quality in a changing business environment.
  • The characteristics of service, the service quality GAP model, dimensions and determinants of service and service encounters and service delivery processes and the role of personnel.
  • The importance and role of supplier development in TQM and the need to develop long-term collaborative business partnerships between customer and supplier.
  • The typical barriers to supplier development.
  • How organizations should start and advance the partnership concept.
Last updated Mar 2020

About the School

London Business Training & Consulting (LBTC) is the UK’s premier business and management training and consulting service provider. We cater to both individual and organisational clients from all o ... Read More

London Business Training & Consulting (LBTC) is the UK’s premier business and management training and consulting service provider. We cater to both individual and organisational clients from all over the world. Read less