Total Quality Management (TQM)

Who should attend:
Managers and professionals working in an international and/or multi-cultural environment who have several years experience of management and want to improve their overall management and work control
The Quality Management System as an integral part of the Business Model.
Using a project management approach to the integration process.
Implementing organizational change to accommodate the integration of the management systems.
Selecting resources for the implementation project including deciding on the use of consultants vs. using in-house resources.
Selecting tools for system management including a discussion on appraisal of computerized document management systems.
Developing the integrated quality system based on understanding concepts such as quality elements, systems & processes, document types, flowcharting etc.
Implementing an awareness program to get all staff involved.
Case Study illustrating aspects of the development of the implementation project.

The course aims to:

Get more than a year’s jump on the costly, time consuming process of pinpointing and understanding ISO 9001’s changes and new requirements in key areas.
Proactively manage change and meet stakeholders’ expectations, while simultaneously improving performance and saving money.
Reduce paperwork and form standardization.
Objectively demonstrate environmental and health & safety responsibility.
Assist in compliance to regulatory requirements, demonstrating social responsibility, and a positive image within the market place.

Course Duration: 5 days
Course location: Cairo

Course contents:
Part 1: Introduction to Quality

  • Definition of Quality
  • Perspectives of Quality
  • The myths, untrue ideas associated with Quality
  • Relationship between Quality & Cost
  • Quality Target


Part 2: Quality Model (Quality Robot) 
Principles of Quality

  • Focus on clients
  • Focus on systems and processes
  • Focus on teamwork & employee participation
  • Focus on data availability

 Dimensions of Quality
1- Technical competence
2-   Access to service
3-   Effectiveness
4-   Interpersonal relations
5-   Efficiency
6-   Continuity
7-   Safety
8-   Amenities
Application of Quality improvement tools . Workshops on:

  • Balanced score card
  • Decision Making Tool(Criteria rating Form)
  • Process Flow Chart
  • Matrix Diagram
  • Quality Assurance Storytelling board
  • System analysis
  • Data gathering tool


Part 3: Quality steps

  • Planning for Quality Assurance
  • Setting Guidelines, Standards & Specifications
  • Guidelines for developing standards (System Analysis)
  • Communicating Guidelines, Specifications & Standards
  •  Quality Control (Quality Monitoring)
  • Identifying Quality Deficiency Problems & Selecting Opportunities for its Improvement
  • Developing Clear Measurable Problem Statement
  • Identifying Team Members Who Need to Work on the Problem.
  • Identify Major Causes of the Problem: Analyzing & Studying the
  • Problem.
  • Developing Solutions & Actions for Quality Improvement
  • Implementing Solutions & Evaluating Quality Improvement
  • Efforts Plan-do-check-act cycle (PDCA cycle)


Part 4: Building a Quality Assurance Program Flower Model

1- Fostering a commitment to Quality
2- Develop the mission, vision and values for the QA program
3- Conduct an analysis of the current quality related activities in the organization
4-  Develop an implementation plan and implementation design for the start of QA program
5- Assign responsibility for QA
6- Decide what will be the level and scope of the initial QA activities
7- Allocate resources for QA
8-  Begin implementing QA and start disseminating experience within organization
9-   Develop a written Quality assurance plan
10-  Manage change
11- Achieving performing excellence

Part 5 : Quality Management System

Quality Management Principles:
Principle 1: customer focused organization
Principle 2: leadership
Principle 3: involvement of people
Principle 4: process approach
Principle 5:system approach to management
Principle 6: continual improvement
Principle 7: factual approach to decision making
Principle 8: mutually beneficial supplier relationships

ISO 9001: 2000  :


Practical Steps for Effective ISO Implementation:
1. Commitment from senior management  ( top mangers),:
2. Establishing a steering committee and a task force
3. Appoint a consultant if necessary
4. Start ISO awareness programs in the organization.
5. Start training programs for different categories of employees
6. Make initial status survey this exercise is sometimes refereed to as gap analysis:
7. Start Action Plan:
8. Develop Quality System Documentation
9. Implementation
10.  Internal quality audit
11. Management review
12. Pre-Assessment audit
13. Certification and Registration quality management system requirements