RATIONALE
Total Quality Management is a service delivery activity which any organisation whether public or private, cannot ignore. Matters of quality, especially in service delivery, are useful in shaping the opinions of stakeholders, inducing consumer appreciation and enhancing internal integrity. This course will aid participants to understand current trends on the subject and their applications especially in emerging economies and in dynamic organisations.
LEARNING OBJECTIVES:
Personality Assessment Test: We conduct Personality Assessment Test on all our Course participants to help them understand their personality traits and dispositions.
At the end of the programme, delegates in addition, will achieve the following:
- Learn and discuss Organizational Structures and Setting-up of Total Quality Management Systems(TQM)
- Identify Relevance of TQM in Emerging Economies
- Identify the importance of TQM in organisations
- Identify Quality Management Systems
- Process Standards for Effective Output.
- Learn process capability and the impact and management of Change.
- Develop Action Plans.
- Identify the features and steps of achieving continuous improvement.
- Learn best practices in handling customer complaints.
- Apply appropriate conflict and crisis management Techniques
- Equipped to design and use techniques for managing service quality, undertake periodic reviews and measurement of performance, develop and implement wide quality culture
- Apply appropriate team building functions.
COURSE CONTENT:
- Organisational Structure and Setting for Total Quality Management (TQM).
- Relevance of TQM in Emerging Economies
- Importance of TQM in organisations
- Overview of Quality Management Systems
- Process Standards for Effective Output.
- Understanding Process Capability, Managing and implementing Change.
- Complaints Management and Dealing with Customers.
- Crisis Management and Scenario Building.
- Changing Public Services Delivery, the Role of Public/Private Partnerships.
- The Citizens Charter, Publishing your Standards and Corporate Image Building.
- Developing Action Plans at Individual and Corporate levels.
- Measurement Systems, Performance Indicators and Use of Statistics.
- Replicating Success and Continual Improvement.
TARGET AUDIENCE:
Senior and middle level managers especially those involved in establishing and maintaining standards, making and implementing strategic decisions in their organisations.