Total Quality Management (TQM) & Theory of Constraints (TOC)

Day (1) Introduction to total quality management 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

• Comparing the gurus (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

Day (2) The success elements of TQM

• Customer-driven quality

• Plan, Do Check, Act (PDCA) model

• Eight-step problem-solving methodology

• Process thinking

• Eliminating the nonvalue added

• Management by facts and data

• Continual improvement and Kaizen

• Enhanced employee participation through idea-generating systems

• Employee reward and recognition

Day (3) 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

Day (4) Benchmarking as a tool to improve quality and business processes

• Definition of benchmarking and reasons to benchmark

• Levels of benchmarking

• Pros and cons of different benchmarking approaches

Day (5) Elements of a continuous improvement process

• The eight steps to achieve improvement

• Critical success factors and common failure factors in TQM