Using Total Quality

Using Total Quality Management to Improve Processes

What is it? Ten Steps to Total Quality Management (TQM)
Steps to TQM are as follows:
Pursue New Strategic Thinking

Know your Customers

Set True Customer Requirements

Concentrate on Prevention, Not Correction

Reduce Chronic Waste

Pursue a Continuous Improvement Strategy

Use Structured Methodology for Process Improvement

Reduce Variation

Use a Balanced Approach

Apply to All Functions

The Guiding Principles of TQM are as follows:

Quality can and must be managed.

Everyone has a customer and is a supplier.

Processes, not people are the problem.

Every employee is responsible for quality.

Problems must be prevented, not just fixed.

Quality must be measured.

Quality improvements must be continuous.

The quality standard is defect free.

Goals are based on requirements, not negotiated.

Life cycle costs, not front end costs.

Management must be involved and lead.

Plan and organize for quality improvement.

Gartman and Associates offers several courses on Total Quality Management which are on the GSA schedule. Additionally, the conceptual implementation of TQM is in every consultation, process evaluation, course taught and principle premise of Gartman and Associate.

	An Introduction to Total Quality Management Course Number 101 S I N 874-4 3 Days This three-day course provides a thorough overview of the philosophy and basic tools of Total Quality Management (TQM). Participants are engaged to answer, "Why TQM?" "What is TQM?" and "How to implement TQM in their organization." The course begins with the evolution of modern management. A variety of instructional methodologies including lecture, video, small group activities and exercises are used to present the basic tenets of TQM. The course includes the philosophical foundation of TQM: systems theory, theory of variation, psychological theory and theory of knowledge. Dr. Deming's 14 Points are presented. The basic statistical and management tools used in a quality effort are taught using hands-on group activities. Upon completion of the course participants have the requisite knowledge to support the implementation of TQM within the organization. This course provides the basis for the organization's evolution to a customer-based, continuously improving, high performance organization. Class size limited to 30
	The Tools of Quality Course Number 501 S I N 874-4 3 Days This three-day course provides a thorough overview of the seven basic tools of quality, the management tools, and the role of statistical process control in all organizations. A variety of instructional methodologies including lecture, video, small group activities and exercises are used to present the tools of TQM. The course includes both the theory of statistical process control and hands-on activities. The application of these methods to management and to the service is stressed. The use of software to support the application of the tools is demonstrated and The Quality Advisor software is provided to attendees of this course. Upon completion of the course participants have the requisite knowledge to apply appropriate tools and techniques to problems found within most organizations. Class size limited to 24
	Understanding and Using the Malcolm Baldrige National Quality Award Criteria for Organizational Improvement Course Number 401 S I N 874-4 1 Day This one-day course is designed to familiarize the participants with the history, process, and benefits of using the MBNQA criteria for organizational improvement. The core values and key relationships of the criteria are examined and the scoring system is explained. The evaluation process, including an understanding of the differences in applying scoring criteria to approach, deployment and results, is presented. Several models which are based on the criteria are compared and the requirements in each category and how the categories are connected is demonstrated. How to prepare for an organizational self-assessment audit, how to conduct an audit, and how to evaluate your organization is discussed. Upon completion of this course a participant should have an understanding of how to use the MBNOA criteria as a system for continuously improving an organization and enhancing customer satisfaction. Class size limited to 30