Introduction to total quality management


This course provides an introduction to the Total Quality Management (TQM) philosophy. It provides a brief history of the concept and offers tips on how to implement the TQM philosophy to ensure continuous improvement processes. The TQM philosophy is customer oriented. All members of a TQM organisation strive to systematically manage the improvement of the organisation through the ongoing participation of all employees in problem-solving efforts across functional and hierarchical boundaries.

Topics covered

  • Total quality management philosophy
  • Implementing TQM
  • Training, coaching and mentoring.

Learning objectives

On completing this course, learners should be able to:

  • Develop strategies to ensure that team members are actively encouraged and supported to participate in decision-making processes and to assume responsibility and exercise initiative as appropriate
  • Establish systems to ensure that the organisation’s continuous improvement processes are communicated to all stakeholders
  • Develop effective mentoring and coaching processes to ensure that individuals and teams are able to implement and support the organisation’s continuous improvement processes.

Business outcomes

Organisations implementing this course will:

  • Increase productivity
  • Improve customer focus and satisfaction
  • Improve employee morale
  • Strengthen their competitive position
  • Adapt more easily to changing or emerging market conditions.

Target audience

This course is designed to be delivered organisation-wide. It is aimed at private- and public-sector organisations.


Approximately one hour

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