Total Quality

This course is designed for participants who have responsibility to ensure Continuous Improvement is achieved across the whole business via changing attitudes, gaining a better understanding of TQ initiatives and stressing the implementation process.


  • Objectives
  • Definition of Excellence
  • The Key Principals
  • What is Total Quality?
  • Getting Started
  • Characteristics of a Quality Business
  • The Benefits
  • Customers
  • Why Customers Quit
  • Internal Customer Concept
  • The Total Chain
  • Processes and the Functional View
  • Challenging the Processes
  • Mapping the Process
  • Process Mapping Activity
  • Cause and Effects
  • The 5 Whys
  • Consensus Reaching – Tools and Techniques
  • Continuous Improvement
  • Inspection versus Detection
  • The Costs of Quality
  • The Traditional Cycle
  • The TQ Way
  • The Thirteen Steps to Improvement
  • The Three Approaches to Improvement