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Continuous cost reduction, productivity and quality improvement have proved essential for organizations to stay in operation.  Today Quality has developed into the most important competitive strategy to stay in business and many organizations have realized that Total Quality Management (TQM) is the way of managing for the future.  TQM is far wider in its application than assuring product or service quality - - it is a way of managing business processes to ensure complete ‘customer’ satisfaction at every stage, internally and externally. This training program is specially designed for organizations that wish to embrace the TQM way of management excellence. It expounds the TQM concepts and principles including its practical application.  Factors such as foundations of customer-supplier interfaces, commitment to quality, communication of quality messages and making quality culture a way of life in the organization are discussed.  It also outlines the importance of proper SYSTEMS, TOOLS and TEAMS to assist companies to achieve Total Customer Satisfaction. The inter-relationship between TQM and ISO9000 and Re-engineering concepts will also be discussed.  Finally a practical approach to implement a TQM program will be provided.  Utilizing various teaching methodologies such as lively discussions, games, exercises and role-play, this training program serves as a foundational course for all levels of employees in the organization.



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

  • Gain overall understanding of TQM; its Philosophies, Principles, Model, Benefits and Implementation.
  • Explain what are the Costs of Quality and the effects.
  • Differentiate between the Traditional and TQM practices.
  • Understand the Tools used in TQM.
  • Explain what Quality Management System (QMS) is.
  • Recognize management approaches to Total Customer Satisfaction through total employees’ involvement in: communication, team problem solving and fostering teamwork spirit.
  • Assist your management to implement TQM practices in the organization and avoid common pitfalls of TQM implementation.


In order to maximize the participants' learning and retention, this course uses the following methods:
  • Lively small group discussions.
  • Quiz, Exercises & role-play
  • Games & Case studies
course contents:


    • What is Quality?
    • Evolution of Quality Management.
    • Major quality issues in organizations.
    • Traditional and Deming’s view of improved quality


    • Organizational expectations
    • Cost of Quality
    • Implications of poor quality
    • Traditional Vs TQM approach
    • Understanding the Quality Chain
    • TQM Model & practices.


    • Focus on Customer
    • Continuous Improvements to eliminate defects/wastes with TQM Approach
        - MUDA, MURA, MURI
    • Techniques used for Continuous Improvements at teh workplace:
      •  - 5S Good Housekeeping
      • - GEMBA KAIZEN: Standardization & Improvements
      • - Zero Defects: POKA-YOKE
      • - Systematic Problem Solving cycle (PDCA, SDCA)
    • Standardized Tools used for Quality Improvements:
      • - 7 QC Tools, SPC, DOE, FMEA, etc
      • - Quality Management System (QMS)



    • Teamwork skills: 'Win-Win' Mentality
    • Exercise: 'T.E.A.M = Together Everyone Achieve More'
    • Prople involvements in small group activities:
      • -SGA/QCC/ICC
      • Employees Hall of Fame



    • Top Management Involvement, Commitment, Culture, Communication
    • Roles in implementing TQM
    • Strategic approach to TQM implementation
    • Training and support for TQM implementation
    • Action plans
who should attend:
  • Managers, Engineers, Executives, Supervisors and all levels of employees are responsible for implementing total quality management practices in the organization
administrative details :
Duration : 2 days
Time : 9.00am - 5.00pm
Venue : In-house or public program
Language medium : English
Trainer :
Nelson Kok (please click here to see trainer's profile)

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