Total Quality Management - Principles


Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number

Overview/Description
"Total Quality Management: Deploying TQM Principles": This course builds on the fundamentals by examining the principles of customer satisfaction and quality teamwork. It teaches the importance of training and motivation, performance excellence and shared quality, as well as the first steps in implementing an improvement process.

Target Audience
This curriculum is aimed at all individuals who wish to input to and improve quality within their organization. It is recommended that individuals take the first course in the series or have equivalent knowledge.

Expected Duration (hours)
3.0

Lesson Objectives

Total Quality Management - Principles

  • Recognize aspects of the relationship between internal and external customers.
  • Recognize characteristics of customer needs and expectations.
  • Identify ways of responding to changing customer needs.
  • Identify ways to measure customer satisfaction.
  • Identify five quality checkpoints for customer satisfaction.
  • Recognize how to develop a customer needs map.
  • Identify principles of teamwork.
  • Identify situations when it is appropriate to consider teamwork.
  • Identify the four stages of team development.
  • Identify ways to manage team conflict.
  • Identify guidelines for strategic planning for successful quality programs.
  • Identify the three steps to process management in quality systems.
  • Identify ways in which replication increases performance excellence.
  • Recognize aspects of a Total Quality Management environment.
  • Recognize guidelines for effective information sharing.
  • Identify steps for generating a quality-planning roadmap.
  • Recognize benefits of training for quality management.
  • Identify guidelines for developing a training plan for quality.
  • Recognize benefits of motivating with rewards and recognition.
  • Identify ways to control a process.
  • Identify aspects of the cycle for continuous improvement.
  • Identify steps in developing a methodology for process improvement.
  • Identify functions of a quality mission statement for a project.
  • Identify typical revisions that your mission statement may require.

    • Course Number:
    en_US_44852_ng