In Total Quality Management, you'll learn...
- How to measure quality, then empower all employees to improve their output
- How to create an overriding focus on customer satisfaction that will guide each and every company operation
- The 14 essential management principles to instill quality in all of the organization’s processes
- How to pave the way for continuous improvement and never-ending innovation
- And much more!
Rid your company of outdated work methods, recharge your organization and revolutionize the way you work by implementing the success-enhancing principles of Total Quality Management. TQM works, whether you’re a small or large firm … operating as a private or publicly-traded company … in the service or manufacturing industry … or in the private or public sector. This seminar will guide you through a proven, step-by-step approach to learning the simple techniques behind TQM. You’ll leave with a road map to empowered employees, increased performance, higher productivity, continuous improvement, satisfied customers and—ultimately—greater company profits.
WORKSHOP AGENDA
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How to build in quality from the start+
- W. Edwards Deming’s 14 essential management principles
- How to implement the 6 sequential steps to quality planning
- Understanding why higher quality leads directly to higher productivity
- Recognizing that the customer, not the organization, defines quality
- Why quality inspections at the end of the task can never guarantee real quality
- How building quality into the process—not just the product or service—leads to continuous improvement
Focusing on the moving customer+
- Customers’ needs are moving targets—learn how to stay responsive and competitive
- The dramatic positive effect of putting the customer first
- How to find out just who your customers are and exactly how to satisfy them
- How to accurately identify your “vital few” and “useful many” customers
- How to understand the difference between your customers’ stated needs and what they really want
- How to collect the critical data that tells you the most about your customer
- The importance of understanding your role as “internal customer/supplier” in your organization
How to measure quality so you can improve it+
- Quality is measurable—you’ll learn 3 accurate methods for gathering and interpreting the pertinent facts and figures
- 7 statistical tools that help you analyze data, evaluate performance and distinguish symptoms from their root causes
- Practical techniques for measuring results, tracking processes and identifying flawed procedures
- How adopting a TQM approach to problem solving helps make sure you’re solving the right problem
- The Malcolm Baldrige National Quality Award—what you can learn from the winners
- How to use the Baldrige Award criteria as powerful management guidelines for your organization
How to benefit from the powerful motivational payoffs of TQM+
- How to involve workers in “the big picture” and build their feelings of pride and ownership
- How to “listen down” to your workers—those closest to the process know best how to improve it
- Learn different approaches to goal setting and which one really motivates workers
- How to create the kind of work environment that generates enthusiasm and job satisfaction
- What positive messages TQM sends workers about their organization
- How to recognize workers for their contributions both as individuals and as team members
- Learn about the successes organizations are having with innovative methods that both motivate and reward workers
- How TQM results in shared values and a common language that unifies workers and managers
Helping individuals to become empowered team players+
- Teamwork’s golden rule: Collaborate, don’t compete
- How encouraging open communication within and among teams results in improved quality and productivity
- Why learning another team member’s job gives workers a better understanding of the whole process
- Why employee ranking and performance appraisal may be counterproductive—the TQM way to really measure worker performance and productivity
- Why workers feel more empowered as members of a cooperative work group than from individual effort
- The vital role trust plays in developing empowered team members
The new role of the Total Quality Manager+
- Learning how to focus on and solve the problems in the process, not the worker
- Understanding the vital difference between delegation and abdication
- The manager’s critical responsibility for providing ongoing worker training
- How understanding the concept of variation helps you to detect problems early on
- Gaining a clear understanding of your role as manager of the team
- How to get everyone’s support and commitment to achieving Total Quality
