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Total Quality Management - A Briefing for Directors and Senior Management

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5. Total Quality Management - A Briefing for Directors and Senior Management (1 Day)


Executives with the responsibility and accountability for the introduction and implementation of a Total Quality Management programme within their organisation. Also those senior management considering such an approach.


  • To enable participants to learn the what, why, where, when, who and how of a Total Quality Management programme.
  • To provide an informed overview of what Total Quality Management is all about, what is involved in making it happen, and the dangers and benefits in embarking on such a journey to excellence.
  • To highlight the challenges which must be faced in the introduction of a Total Quality Management programme, and to indicate best practices to meet them.
  • Be able to make some value judgements using their own organisation's characteristics against those of a Total Quality Management organisation.
  • To judge whether their organisation has a sufficiently developed culture and Human Resource development strategy in place to sustain a Total Quality Management programme in the long term.
  • Identify the mechanisms and involvement actions that can and should be taken to harness the commitment of an organisation's workforce to the goals of Total Quality Management.


The course will contain the following main themes:-

  • What is Total Quality Management, its History and Background?
  • Total Quality Management in context with other Organisational and Human Resource development initiatives.
  • Six philosophy and culture differences between Traditional companies and Total Quality Management companies.
  • Twelve characteristics of Traditional companies against Total Quality Management companies.
  • Why Total Quality Management as an operating philosophy
  • Seven basic principles for Total Quality Management.
  • Four cornerstones of a Total Quality Management programme - Meeting the Requirements, Error-Free Work, Measure by Cost of Quality and Manage by Prevention.
  • The six stages through which a Total Quality Management programme progresses to maturity.
  • A four phase implementation plan for a Total Quality Management programme.
  • TQM Steering Committees and other visible TQM structures.
  • TQM and Business Process Re-engineering including customer supplier service chain analyses.
  • The dangers and benefits in putting in a Total Quality Management programme.


Total Quality Management at its most basic is nothing more than a vehicle which translates the philosophy of Total Quality into a tangible process using management style and organisational climate and culture change to catalyse organisational effectiveness changes. This to be done through attitudinal, behavioural, system and process changes.

In order for Total Quality Management to succeed, it must be supported by an effective Human Resource strategy for change. Total Quality Management itself is not the strategy as is often thought. Additionally, Total Quality Management is not fully capable of building the Human Resource strategy, rather it provides the finishing to the foundations, cornerstones and walls which have already been constructed and tested, and which already help the organisation maintain its present momentum.


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