Total Quality Management for Leaders

Online Live Interactive Training (Zoom)

Course Introduction

This training program helps participants understand the concepts and principles of Total Quality Management (TQM) in the healthcare industry. It equips participants with a wide range of tools and techniques used for quality and process improvement that is needed for the progression and development of healthcare organizations. This course empowers leaders with the knowledge they need to implement total quality in their daily practice and enables them to undertake higher roles and responsibilities to articulate and support quality management in their organizations. This program is particularly designed to build the capacity, competency, and skills of leaders in order to ensure that they can apply the knowledge they learn through this course in the workplace. Thus, course instructors provide high-level exercises, tests, and competency checks along with the necessary guidance, feedback, and recommendations for improvement. As leadership support and involvement in TQM is vital to the success of the TQM system in any healthcare organization, this course prepares leaders to have the necessary knowledge, capabilities, and confidence to contribute to the overall quality management system within the organization.


Course Objectives

  • Define the concepts of TQM
  • Discuss the principles and elements of TQM
  • Understand the tools and techniques used in TQM
  • Practice using the basic tools of TQM
  • Recognize the phases and steps of implementing TQM systems
  • Evaluate the benefits and challenges of implementing the TQM system
  • Implement a business strategy driven by TQM
  • Support the cultural transformation necessary for the successful implementation of TQM


Course Outline

  • Overview and Principles of TQM
  • Elements of TQM (Ethics, Integrity, Trust, Training, Teamwork, Leadership, Recognition, Communication)
  • Tools and techniques used in TQM (Benchmarking, Failure analysis, PDCA (Plan–do–check–act) cycle, Process improvement, Cause and effect, Measurement, Statistical process control)
  • Phases of TQM (Planning phase, Doing phase, Checking phase, Acting phase)
  • Steps to implement a TQM system
  • Identify the need for change
  • Clarify vision and mission with management and employees
  • Survey key customer groups
  • Identify critical success factors
  • Map major processes/sub-processes
  • Train and re-train employees
  • Develop improvement plan
  • Measure and report
  • Benefits of TQM
  • To the customer – improved quality; increased customer satisfaction
  • To employees – increased satisfaction; special emphasis on teamwork; commitment toward continuous improvement
  • To the organization – better performance; cost and defect reduction; increased awareness of quality culture
  • Challenge to TQM
  • Constraints by a quality culture
  • Autocratic style of leadership
  • Lack of employee commitment
  • Improper channel of communication
  • Quality certifications regarded as a bureaucratic exercise
  • Problems identifying customer needs

Target Audience

  • Senior leaders within the organization
  • Managers, directors, chairman, and heads of departments
  • Quality managers
  • Operations and project managers
  • Internal and external auditors
  • Professionals who would like to know more about TQM
Frontline Workers Performance Improvement Course
Program Date: 26-27-28 July 2024