Total Quality Management

Objectives

Participants will be able to:

i. Understand the concepts and implementation of productivity and quality through TQM & Lean approaches, and using these approaches to improve processes.

ii. Have sound knowledge on performance measurement and KPI.

iii. Enhance awareness of reduction in wastes and operational inefficiencies.

iv. Play constructive roles in supporting improvement.

v. Link productivity to wastes in the organisation.

vi. Improve current processes to a more optimum level.

vii. Achieve practical connection between Vision and Reality.

viii. Use Creativity and Innovation techniques to increase process efficiency.

Who Should Attend

This programme targets managers, officers, executives, and operatives personnel from the service industry and those who wish to improve their understanding and skills in relation to the application of lean management leading to process and productivity improvement.

Course Description

The concept of TQM is a quantum leap in the advancement of organisational efficiency. The results include process improvement, better utilisation of resources which are in alignment with organisational vision and objectives, better cost management, and enhanced productivity and competitiveness. The pace and complexity of competition due to such common themes as globalisation, information technology and internet revolution is so relentless – and will become even more so – that organisation finds it tough to maintain its edge without sustained and continuous improvement effort.

Duration

2 Days

 

Course Outline

MODULE LEARNING OBJECTIVES
Introduction to TQM

and Lean

– What is TQM and Lean Concept?

– A look into Socio-Techno System

– 3 key Pillars of Lean

– World Class Organisation: matrices

– Zero defect or error defined: Do it right the first time

– Cost of Quality

Experiencing the

Dynamics of

Values in Action

– Relationship between waste and productivity

– Enhancing productivity with TQM/Lean concept

– Requirements for implementation

– Case Study

Corporate Culture

& Values Best

Practices and

Current Realist

Snapshot

– Looking at performance differently: case commentary on “efficiency”

– Avoiding “busy bees, no honey” syndrome

– Your KPI sharing & commentary

– Skills matrix: what are the gaps?

– Case: From Vision to practicality

Corporate Culture

& Values Best

Practices and

Current Realist

Snapshot

– Definition of value-add activities, tasks, and jobs

– Examples of processes that are wasteful

– Workshop on the depth of each wasteful activity

– Your processes revisit: critique and commentary

– Workshop: What new/revised processes are necessary?

Corporate Culture

& Values Best

Practices and

Current Realist

Snapshot

– Exercise on “Thinking out of the box”

– Techniques of Creativity & Innovation

– Application of Creativity & Innovation Techniques in enhancing process effectiveness

Corporate Culture

& Values Best

Practices and

Current Realist

Snapshot

– Types of Leadership Styles supporting improvement

– Techniques for Managing Change: there CANNOT be improvement without change

– Applying these on the change facing organisation

Corporate Culture

& Values Best

Practices and

Current Realist

Snapshot

– Identify wastes in your area

– ACT on these wastes

– Compile results and/or key learning