Ask ten managers what quality means and you will likely get ten different answers - which is exactly the problem Total Quality Management was built to solve. This Training Course gives participants a shared, practical vocabulary for quality: what it means, which frameworks organisations actually use to pursue it, and how customer focus, leadership, and data come together to make it real.

Rather than treating TQM as an abstract philosophy, the course ties every concept to a tool participants can use immediately, from the Deming and EFQM models to statistical process control and root cause analysis. Case studies and group exercises turn the theory into a step-by-step approach participants can adapt to their own workplace.

Target Group

• Quality assurance and quality control professionals.
• Managers and team leaders focused on quality improvement.
• Operations and production managers.
• Project managers and business analysts involved in quality management.

Course Objectives

• Understand the core concepts and principles of Total Quality Management.
• See how TQM frameworks and models support quality improvement in practice.
• Apply key TQM tools and techniques to real problem-solving situations.
• Build the foundations of a continuous improvement culture and a workable TQM implementation strategy.

Module 1: The Seven Principles That Define TQM

• Customer focus: putting customer needs and expectations at the centre of quality decisions.
• Leadership and its role in establishing a culture of quality.
• Involving and empowering people across the organisation.
• Process approach, continuous improvement, data-driven decision-making, and strong supplier relationships.

Module 2: Where TQM Came From and Why It Still Matters

• Definition and history of TQM and how it evolved into a modern management discipline.
• Its core purpose within today's organisations.
• Key benefits of TQM for organisations, employees, and customers alike.

Module 3: Choosing and Applying a TQM Framework

• Overview of the Deming Model, Baldrige Excellence Framework, and EFQM Excellence Model.
• Comparing frameworks and how each is applied across different industries.
• Adapting a framework to fit specific organisational goals.

Module 4: Quality Management Systems and ISO 9001

• The components of a Quality Management System (QMS) and its role in TQM.
• Introduction to ISO 9001 and how it aligns with TQM principles.
• Establishing a QMS that supports TQM practices in an organisation.

Module 5: Putting the Customer at the Centre

• Techniques for gathering customer feedback and measuring satisfaction.
• Identifying and meeting Critical-to-Quality characteristics (CTQs).
• Building customer loyalty through consistent quality initiatives.

Module 6: The TQM Toolkit

• Essential tools: control charts, Pareto analysis, flowcharts, and check sheets.
• Root cause analysis using Fishbone diagrams and the 5 Whys.
• Statistical process control (SPC) and its role in managing consistency.

Module 7: Leadership, Engagement, and Continuous Improvement in Practice

• The PDCA cycle, and Kaizen and Lean methodologies as complements to TQM.
• The role of leadership commitment and techniques for engaging employees and teams.
• A step-by-step guide to implementing TQM and aligning it with organisational goals and performance metrics.
• Case studies and group exercises to practise building a sample TQM plan.