TQM (Total Quality Management)

Description:

The course was designed to cover critical business and professional development topics in the shortest time possible. With a wealth of hands-on exercises, the course keeps you engaged and help you retain critical skills.

This course provides managers and team members with an easy-to-understand overview of the TQM philosophy. Fifty ideas for practicing the TQM concept are given for use by organizations, teams, and individuals.

Duration: One day

Table of Contents:

Introduction

Section 1: Take Personal Responsibility for Quality
Tip 1: Make a Commitment to Never-Ending Improvement
Tip 2: Honor Your Commitments
Tip 3: Make a Daily ‘To Do’ List
Tip 4: Accept Help Graciously
Tip 5: Lead When a Leader Is Needed
Tip 6: Define Excellence for Yourself
Tip 7: Be Part of the Solution
Tip 8: Admit Your Mistakes
Tip 9: Do Your Part in the Group Effort
Tip 10: Learn to Say “I’m Sorry”
Tip 11: Learn Something New Each Day
Tip 12: Strive for Zero Defects
Tip 13: Take Charge of Morale
Tip 14: Inspire Trust
Tip 15: Offer Suggestions
Tip 16: Look for Opportunities in Losses or Mistakes
Tip 17: Accept Revisions as Proof That Someone Cares
Tip 18: Don’t Gossip or Spread Rumors

Section 2: Improve Teamwork and Commitment
Tip 19: Know Your Organization’s Mission
Tip 20: Know Your Team’s Goals
Tip 21: Start and End Meetings on Time
Tip 22: Be Tough on Problems-Soft on People
Tip 23: Prepare for ‘Storming’ Times
Tip 24: Help Your Group Reach Consensus
Tip 25: Appreciate Your Team’s Diversity
Tip 26: Develop an Effective Problem-Solving Process
Tip 27: Celebrate Your Success
Tip 28: Use Open-Ended Questions
Tip 29: Help with Your Team’s Chores
Tip 30: Share Ideas as Well as Problems
Tip 31: Use ‘Creative Dissatisfaction’ as an Incentive
Tip 32: Ignore Complaining
Tip 33: Listen Respectfully to Each Team Member
Tip 34: Empathize with Other Team Members’ Feelings
Tip 35: Put into Practice ‘Actions Speak Louder Than Words’
Tip 36: Find at Least One More Solution to Every Problem

Section 3: Focus on Customers and Service
Tip 37: Define the Term ‘Customer’
Tip 38: Share Your Expertise
Tip 39: Use Your Judgment
Tip 40: Distinguish Between Your ‘Job’ and Your ‘Work’
Tip 41: Remember, Everyone Has and Is a Customer
Tip 42: Develop Friendly Relationships
Tip 43: Help When There’s a Time Crunch
Tip 44: Listen Actively to Your Customers
Tip 45: Use Customers’ Names
Tip 46: Offer to Do the Job
Tip 47: Reward Customers for Giving You Their Business
Tip 48: Be Prompt in Straightening Out a Problem
Tip 49: Make the Most of Your Telephone Contacts
Tip 50: Keep Your Promises

Section 4: Case Studies: Putting TQM into Practice
Case Studies
Case Study 1: Creative Dissatisfaction in Action
Case Study 2: Honoring Commitments
Case Study 3: ‘The Second Right Answer’ Offers a Second Chance
Case Study 4: Train Someone in Something You Do Well
Case Study 5: Accepting the Challenge of Change
Case Study 6: A Story from Your Organization
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