Markets rarely forgive inconsistent quality for long — customers compare, competitors improve, and standards keep rising. Total Quality Management strategies exist to keep an organization ahead of that curve, and this course gives participants a working strategy, not just a set of definitions.

The program covers how to embed quality into strategy, culture, and daily operations, from process analysis and statistical tools to risk management, international standards, and customer-facing improvement. Participants leave with the ability to set up a dedicated team that tracks production, reports to management, and keeps quality improving rather than just maintaining it.

Who Should Attend?

• Quality managers and supervisors.
• Continuous improvement staff.
• Operations management professionals.
• Project leaders and managers.
• Students and graduates of engineering, management, and administrative sciences.

Knowledge and Benefits:

After completing the program, participants will be able to master the following:

• Explain the concept of total quality and its role in organizational performance and customer satisfaction.
• Apply the principles and foundations of total quality management.
• Use TQM tools and techniques, including process analysis, statistical control charts, and continuous improvement methods.
• Apply total quality strategies across different industries and sectors, including services and manufacturing.
• Explain the role of leadership and management commitment in building a supportive quality culture.

• Module 1: Why Total Quality Starts with Leadership, Not Paperwork

  • Role of leadership in adopting and driving quality
  • Building a quality culture across the organization

• Module 2: From Traditional Quality to Total Quality

  • Evolution of quality management over time
  • Differences between traditional and total quality approaches

• Module 3: Strategic Quality Planning

  • Setting a vision and objectives for quality
  • Integrating quality into the overall strategic plan

• Module 4: TQM Tools and Process Analysis

  • Process maps, cause-and-effect analysis, and statistical tools
  • Identifying weaknesses and designing improvement plans

• Module 5: Performance Management and Risk in a Quality System

  • KPIs linking performance to organizational quality
  • Identifying and managing quality-related risks

• Module 6: Global Standards, Audits and Accreditation

  • Key international standards such as ISO 9001
  • Conducting internal audits and following up on recommendations

• Module 7: Leading and Motivating Quality Teams

  • Leadership's role in reinforcing a quality culture
  • Forming and managing cross-functional quality teams

• Module 8: Customer Satisfaction and Complaint Management

  • Measuring satisfaction and using feedback for improvement
  • Turning complaints into improvement opportunities

• Module 9: Continuous Improvement and Long-Term Excellence

  • Kaizen and the PDCA cycle in practice
  • Connecting total quality to the EFQM excellence model for sustainability