Total Quality Management

Total Quality Management (TQM) is a comprehensive and fundamental rule for leading and operating an organization, aimed at continually improving performance over the long term by focusing on customers while addressing the needs of all stakeholders. It is both a philosophy and a set of guiding principles that represent the foundation of a continuous improvement process. The course is a comprehensive introduction to Total Quality Management (TQM) and its main objective is to present the basic concepts and definitions of TQM, giving emphasis on the applied quantitative techniques and tools. This course is designed to provide an understanding of TQM principles in order to incorporate them into an organization’s framework. In the context of the course, the quality standards or quality assurance systems, as well as the alternative approaches to TQM are examined.

Objectives

The main objectives of the course is to examine the principles of quality management, present the steps towards a TQM system, understand the tools and techniques of quality management, and practice these tools in managing, controlling and improving quality . Based on the previous, the learning objectives include the following: 1. Implement the principles and concepts inherent in a TQM approach to managing a manufacturing or service organization. 2. Understand the philosophies of TQM in order to better evaluate TQM implementation programs. 3. Successfully implement teams trained to use the various quality tools for identifying appropriate process improvements. 4. Assess exactly where an organization stands on quality management with respect to the ISO 9000 quality management standard and the criteria of a quality award. 5. Develop a strategy for implementing TQM in an organization.

Prerequisites

Principles of Management, Statistical Quality Control

Syllabus

Introduction to quality (definitions, basic dimensions, history), Basic principles and axioms of TQM, The IGI as a new culture, philosophy and approaches to TQM (Deming, Juran, Crosby, Ishikawa, Taguchi, Feigenbaum), Customer Satisfaction and customer service systems, quality awards (Deming, EFQM, Malcolm Baldridge), Monitoring and Evaluation of competitiveness performance Tools IGI (quality improvement, statistical process control, quality function deployment, analytical techniques Taguchi, etc.), standards and quality assurance systems cost quality.