Introduction to TQM

•       Definition and principles of TQM
•       History and evolution of TQM
•       Importance of TQM in service industries
•       Core Concepts of Quality Management:
•       Quality as defined by customers
•       The role of leadership in quality management

Quality Management Principles

•       Customer focus
•       Total employee involvement
•       Process-centered approach
•       Integrated system
•       Quality Tools and Techniques:
•       Statistical process control
•       Benchmarking
•       Root cause analysis

     Customer Satisfaction and Service Quality

•       Understanding Customer Needs
•       Methods for identifying customer needs and expectations
•       Measuring customer satisfaction
•       Service Quality Models:
•       SERVQUAL model
•       GAP model of service quality

Process Improvement and Management

•       Process Mapping and Analysis
•       Techniques for mapping service processes
•       Identifying process bottlenecks and inefficiencies
•       Continuous Improvement:
•        Kaizen and other continuous improvement methodologies

Quality Measurement and Metrics

•      Defining Quality Metrics
•       Key performance indicators (KPIs) for service quality
•       Techniques for measuring and analyzing service quality
•       Data Collection and Analysis.
•       Tools for data collection and analysis
•       Interpreting data to drive quality improvements

Leadership and Team Dynamics

•       Role of Leadership in TQM
•       Leadership styles and their impact on quality
•       Building and sustaining a quality-focused culture
•       Team Dynamics and Collaboration:
•       Effective team communication and collaboration techniques
•       Conflict resolution strategies

Training and Development

•       Employee Training and Development:
•       Developing a training plan to support TQM
•       Techniques for effective training delivery
•       Mentoring and Coaching:
•       The role of mentoring and coaching in achieving quality goals

Change Management in TQM

•       Managing Change
•       Strategies for managing organizational change
•       Overcoming resistance to change
•       Implementing TQM Initiatives:
•       Developing and executing TQM action plans

Quality Improvement Tools

•       Advanced Quality Tools.
•       Failure Modes and Effects Analysis (FMEA)
•       Six Sigma and Lean principles
•       Problem-Solving Techniques.
•       Techniques for solving complex quality issues
•       Using tools like fishbone diagrams and Pareto analysis

Evaluation and Future Planning

•       Evaluating TQM Implementation:
•       Assessing the effectiveness of TQM practices
•       Metrics for evaluating success and areas for improvement
•       Future Trends in TQM:
•      Emerging trends and technologies in quality management