Total Quality Management

Course aim:

Course will introduce the learner to the whole area of quality management, standards such as ISO 9000 and its specifications and costs. Topics such as Cost of Quality and what tools are used in Total Quality Management are covered in more detail. The Cost of Quality is a term that’s widely used and widely misunderstood. It isn’t about the cost of creating a quality product or service; rather it’s the cost of not creating a quality product or service. Popular TQM tools include Checklists, Fishbone Diagrams, Histogram Charts, PDCA Cycle and Pareto Diagrams. Any business with high service quality will meet customer needs while remaining economically competitive. In this online course you will learn what service quality means and how it can be applied within service industries. You will learn more about the practices and procedures that can be used to improve customer satisfaction. This course will be of great interest to all quality management professionals who would like to learn more about the application of quality management within an organization, and to all learners who are interested in developing a career in the area of quality management..

Topics covered:

  • Introduction to Quality Management
  • Understanding Cost of Quality and TQM Tools
  • Introduction to Quality Standards
  • Service Quality for Service Industries

Course outcome:

After completion of this course, student will be able to

  • Define Total Quality Management
  • Describe Quality specifications and costs
  • Explain Total Quality Management tools and external benchmarking
  • Describe and explain ISO 9000
  • Explain service quality management
  • Describe Six Sigma Quality
  • Describe what cost of quality means and how it is measured