Introduction to Total Quality Management (TQM) Concepts

• Definition of Quality and Quality Model
• History of Quality
• What is TQM?
• The Relationship Between ISO 9001:2008 and TQM
• Benefits of Implementing a Quality Model
• Popular TQM Approaches (Deming, Crosby, Juran, Etc)
• The Malcolm Baldrige National Quality Award
• EFQM, Dubai Quality Award and HH Sheikh Khalifa Excellence Award
• Selecting the Right Model for your Organization

The Success Elements of TQM

• Customer-Driven Quality
• Plan-Do-Check-Act Model (PDCA)
• Eight Step Problem-Solving Methodology
• Process Thinking
• Eliminating the Non-Value Added
• Management by Facts and Data
• Continual Improvement
• Enhanced Employee Participation and Decision-Making through Idea Generating Systems
• Employee Reward and Recognition

Improvement Tools and Methodologies

• Brainstorming
• Pareto Chart
• How-How and Why-Why Diagrams
• Cause and Effect Diagram
• Control Charts
• Scatter Diagrams
• Force Field Analysis
• Process Mapping: "The Turtle"
• Poka Yoke
• Lean Thinking
• Visual Management and 5 S Program
• Six Sigma

Benchmarking as a Tool to Improve Quality and Business Processes

• What is Benchmarking? Why Benchmark?
• Levels of Benchmarking
• Out-of-the-Box Benchmarking

Elements of a Continuous Improvement Process

• The FOCUS Method
• The Eight Steps to Achieve Improvement
• Critical Success Factors and Common Failure Factors in TQM