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Total Quality Management

  • Quality , development from a historical perspective, quality management, essence of TQM, TQM as a philosophy, Principles of TQM, use of TQM, Rules of TQM
  • orientation on a customer, continuous improvement, orientation on employees, Customer satisfaction, External satisfaction of a customer , External satisfaction of a customer components, Operative perspective on managing the relationships with customers, strategic perspective on managing the relationships with customers, Building customer loyalty, Involving employees, Importance of evaluation
  • method of evaluation, role of management , role of leadership, satisfying the expectations of employees, Employee involvement as a critical success factor, techniques of quality, Quality Management System , definitions of basic terms, Quality Management System ISO 9001:2008., Tools of quality assurance, statistical methods , statistical methods application., Cycle of improvement, self-assessment
  • measurement , monitoring, Internal audits, A total quality management system, Implementing, improvement of quality management system, certification of quality management system. 

Topics for Total Quality Management

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  • Traditional approach, True cost,Limitations of traditional approach, Cost of Quality Model, Continual Improvement , Initiating Change, Managing Change, Organisational change,Total Quality, Strategic, Management ,
  • Corporate Responsibility, Optimization of Partnering, Strategic Alliances, ISO 9000 , Total Quality Analysis, Quality, Techniques , Tools, Problem Solving, Decision Making, Quality Function Deployment, Optimizing ,
  • Controlling, Process Through StatisticalProcess Control, Methods with Six Sigma, Team Strategic Plan, Develop team strategic plan , core values, operating guidelines, mission, vision, goals, strategies, critical success factors,
  • distinctive competencies, measurements, Strategic Model , Leadership Quality paper, SQM Implementation Plan,Service Economy;Service StrategyNew Service Development;The Service Encounter;Supporting Facility and Process Flows
  • Process Analysis;Service Quality;Process Improvement Quality Analytics Simulation;Managing customer- Induced Variability in Service Operations;Play Yield Management Game ;Managing Waiting Lines; Benihana Simulation Project Management Simulation

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