Total Quality Management (TQM)

Course Introduction

Total Quality Management (TQM) is one of the most essential management concepts aimed at continuously improving organizational performance through a strong focus on customer satisfaction, process enhancement, and employee empowerment.

In today’s rapidly evolving digital landscape and highly competitive environment, quality has become closely linked to innovation, as well as the effective use of technology and data to support more accurate and impactful decision-making.

Course Objectives

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

• Understand modern concepts of Total Quality Management (TQM)
• Apply quality improvement tools and techniques in the workplace
• Analyze processes and identify improvement opportunities
• Foster a culture of quality within the organization
• Utilize data to support quality-related decision-making
• Integrate quality practices with digital transformation and artificial intelligence

Target Audience

• Quality and development managers
• Department managers and team leaders
• Professionals working in continuous improvement
• Employees in operations, production, and service sectors
• Individuals seeking to enhance their quality management skills

Course Outline

Module 1: Fundamentals and Evolution of Quality Management

• Evolution of quality (from inspection to organizational excellence)
• Principles of Total Quality Management (TQM)
• Differences between traditional and modern quality approaches
• Cost of Quality (CoQ)
• Alignment between quality and organizational strategy

Module 2: Process Management and Performance Improvement

• Process thinking approach
• Process mapping and analysis
• Waste identification and efficiency improvement (Lean basics)
• Basic and advanced quality tools
• Problem-solving methodologies (PDCA) and root cause analysis
• Introduction to Six Sigma

Module 3: Quality, Digital Transformation, and Data

• Data-driven quality management
• Application of artificial intelligence in quality improvement
• Automation and process optimization
• Electronic Quality Management Systems (e-QMS)
• Key Performance Indicators (KPIs) and performance measurement

Module 4: Customer Experience and Risk Management

• Measuring customer satisfaction
• Voice of the Customer (VOC) analysis
• Customer journey design
• Complaint management and service improvement
• Risk-based thinking
• Risk analysis (FMEA) and business continuity

Module 5: Organizational Excellence and Practical Application

• Global excellence models (EFQM / Baldrige) and ISO 9001:2015 Quality Management Systems
• Internal auditing and continuous improvement
• Leadership role in promoting a quality culture
• Change management and employee empowerment (Kaizen)
• Practical project for improving a real process

Competencies to Be Acquired

Knowledge Competencies

• Understanding TQM concepts and international standards
• Familiarity with quality tools and improvement methodologies (Lean / Six Sigma)
• Awareness of customer experience, risk management, and digital transformation concepts

Skill Competencies

• Process analysis and improvement, and waste identification
• Application of quality tools and problem-solving techniques
• Performance measurement (KPIs) and data-driven decision-making
• Implementation of internal audits and improvement plans

Behavioral Competencies

• Adopting a culture of quality and continuous improvement
• Analytical thinking and teamwork
• Customer focus and adaptability to change

Leadership Competencies

• Leading quality initiatives aligned with organizational strategy
• Managing change and empowering teams
• Promoting a culture of organizational excellence