The course will provide participants with comprehensive knowledge on 'Quality’ history and evolution, as well as quality gurus and tools. Through various workshops and role-plays, the course will focus on applications of quality systems, models and methodologies including excellence awards, ISO systems, and breakthrough improvement methodologies such as Lean and Six Sigma. This highly interactive course will help participants apply the powerful quality tools used in leading organizations. Participants will leave with best practices on how to select, design, or apply quality structures and tools in their organizations.

Course Methodology

The course relies on the use of workshops, role plays, and group debriefs aimed at helping participants understand various quality concepts and applications. The course also features hands-on experience on quality tools applications and is supported by various videos on quality tools and systems.

Team discussions and presentations are also used throughout the course to foster participants’ understanding of quality concepts.

Course Objectives

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

• Explain the importance of quality models and identify various quality concepts and frameworks used by quality gurus.
• Discover the success elements of Total Quality Management deployment (TQM)
• Use TQM improvement tools to enhance customer satisfaction and improve processes within their organization.
• Describe various types of benchmarking tools and techniques to boost quality initiatives.
• Apply widely used improvement methodologies.

Target Audience

Individuals, managers, supervisors, and all those who are engaged in quality models, awards, ISO and TQM implementation as well as improving organizational performance.

Target Competencies

• Problem-solving
• Applying quality tools
• Selecting quality models and systems
• Using Lean and Six Sigma applications
• Change management.
• Understanding ISO systems
• Applying Benchmarking
• Reporting and analysing
• Action planning for improvement

Course Outline

Introduction to Total Quality Management (TQM) Concepts

• Definition of quality and quality models
• History of quality
• Defining TQM
• TQM critical success factors
• The relationship between ISO 9000 and TQM
• Benefits of implementing a quality model
• The cost of poor quality
• The guru’s comparison (Deming, Crosby, Juran, etc.)
• National quality awards:
  • The Malcolm Baldrige national quality award
  • EFQM, Dubai Quality Award, and HH Sheikh Khalifa Excellence Award

• Selecting the right model for your organization
• The quality maturity ladder

The Success Elements of TQM

• Customer-driven quality
• Plan, Do, Check, Act (PDCA) model
• Eight-step problem-solving methodology
• Process thinking
• Eliminating the non-value-added
• Management by facts and data
• Continual improvement and Kaizen
• Enhanced employee participation and decision making through idea-generating systems.
• Employee reward and recognition

Improvement Tools and Methodologies

• What is a quality tool?
• The seven quality control tools
• Cause and effect diagram, check sheet, control charts, histogram, Pareto chart, scatter diagram, stratification.
• Brainstorming
• Tree diagrams: how-how and why-why diagrams
• Force field analysis
• Affinity diagrams
• Process mapping: 'the turtle'
• Poka yoke
• Lean thinking
• The seven types of waste in organizations
• Visual management and the 5S program
• Six Sigma

Benchmarking as a Tool to Improve Quality and Business Processes

• What is benchmarking and Why benchmark?
• Levels of benchmarking
• Pros and cons of different benchmarking approaches

Elements of a Continuous Improvement Process

• The eight steps to achieve improvement.
• Critical Success Factors (CSF) and Common Failure Factors (CFF) in TQM