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Total Quality Management - The Principles

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7. Total Quality Management - The Principles (1 Day)


All management involved in an organisation embarking on a Total Quality Management initiative and campaign, who will be directly or indirectly affected by it. (Phased in education programme)


  • To promote an understanding and awareness of the principles and values of a Total Quality Management programme within participating organisations.
  • To explain to management the part they already play and can play in living TQM principles.
  • To create an understanding of the participant's part in CUSTOMER SUPPLIER SERVICE CHAIN concepts and their own potential COST OF QUALITY problems with regard to error, prevention and detection costs.
  • To equip Managers with the wherewithal to brief their own teams on their organisations programme


  • This seminar is designed to give a comprehensive overview of what Total Quality Management is all about, and the part individuals and departments already play that can be built on when promoting the Total Quality Management campaign. The course is designed to outline the way a programme on Total Quality Management will unroll and progress within a client organisation. It will cover both the milestones during the first year, and also over the next 5-10 years. The course is highly participative and will draw on real life example case studies from both within and without the client organisation so that they can be related to by the course participants.


  • Why Total Quality Management?
  • History and background to Total Quality Management throughout the world and UK.
  • Culture, Characteristic and Philosophy differences between Traditional companies and Total Quality Management companies.
  • The seven basic principles of Total Quality Management.
  • The dangers and benefits of starting a Total Quality Management programme.
  • How service and quality relate to one another.
  • A real life case study on Total Quality Management in action - video based.
  • Characteristics of excellence necessary to fulfil quality improvement requirements.
  • Individual, department and organisational purpose definitions, and why these are important.
  • Identifying internal and external customers and suppliers and their requirements.
  • The Customer Supplier Service Chain.
  • The Cost of Quality or non-conformance defined.
  • Where the Cost of Quality comes from?
  • Error Cost, Prevention Cost, Protection Cost and Opportunity Cost Lost.
  • The four values and objectives of a quality improvement programme:-
    • Specifying The Requirements(STR)
    • Error-Free Work(EFW)
    • Measure by Cost of Quality (COQ),
    • Manage By Prevention (MBP).
  • What is a Project Customer Action Team (CAT)?
  • Who is involved in Project CATs?
  • Problems and their nature.
  • The problem-solving process to follow.
  • The benefits of managing for Total Quality Management including improvement seeking and not just problem solving.
  • Where to now?


Benefits for participants on this course are that they will receive before leaving a complete understanding of how a Total Quality Management programme can work, and the principles that it will follow in terms of the subsequent activity in which they may be involved. Commitment to the change processes that Total Quality Management will bring is the ultimate objective.

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