Quality & Operational Excellence

Total Quality Management

Total Quality Management makes quality the responsibility of everyone in the organisation. This course covers TQM philosophy and pioneers, customer focus, process management, employee involvement, continuous improvement, quality tools, supplier partnerships and implementing TQM across an organisation.

5 days Classroom or live online English

Smart Horizon Certified - Global Leadership Consultants

Take the course details with you.

Download the full standard outline: why attend, methodology, objectives, audience, competencies, the daily outline and current plans.

Download course PDF

Why attend

From knowledge to real-world impact.

TQM principles underpin most modern quality approaches. You will learn how to apply them in today’s organisations.

Workplace challenges

Professional Problems This Course Is Designed to Solve

The programme explores practical approaches to the following challenges. Results depend on how the learning is applied in your organisation.

Difficulty translating subject knowledge into practical workplace decisions.
Inconsistent approaches to the activities covered in the course outline.
Lack of a structured plan for applying and reviewing new skills.

Course methodology

How you will learn.

Case studies, quality tools practice, group workshops and implementation planning.

Course objectives

What you'll take away.

By the end of this course, participants will be able to:

Explain TQM philosophy and the contributions of quality pioneers
Build customer focus across the organisation
Manage processes for quality
Involve employees in quality improvement
Apply basic quality tools
Plan TQM implementation

Target audience

Who should attend.

This course is suitable for:

Quality managers and professionals
Senior managers
Supervisors and team leaders
Continuous improvement staff
Students of quality management

Target competencies

Capabilities you will build.

Participants will develop competencies in:

Quality philosophy
Customer focus
Process management
Employee involvement
Implementation planning

Course outline

Your learning journey.

A focused, practical outline with time to explore, apply and reflect.

Day 1TQM Foundations

09:00–10:08History and pioneers
10:08–11:00Principles
11:00–11:30Coffee break
11:30–11:45Principles (continued)
11:45–12:53Case studies
12:53–14:00Exercise

Day 2Customer Focus

09:00–10:08Internal and external customers
10:08–11:00Requirements
11:00–11:30Coffee break
11:30–11:45Requirements (continued)
11:45–12:53Satisfaction
12:53–14:00Workshop

Day 3Process Management

09:00–10:08Process approach
10:08–11:00Measurement
11:00–11:30Coffee break
11:30–11:45Measurement (continued)
11:45–12:53Control
12:53–14:00Exercise

Day 4People and Tools

09:00–10:08Involvement
10:08–11:00Quality circles
11:00–11:30Coffee break
11:30–11:45Quality circles (continued)
11:45–12:53Basic tools
12:53–14:00Practice

Day 5Implementation

09:00–10:08Leadership
10:08–11:00Supplier partnerships
11:00–11:30Coffee break
11:30–11:45Supplier partnerships (continued)
11:45–12:53Roadmap
12:53–14:00Action plan

The timings provided are estimates and may vary depending on the number of participants and the discussions taking place during the sessions. They are indicative only and do not constitute a binding commitment.

Dates & venues

Find a session that works for you.

Confirmed dates accept registration requests. Tentative dates are enquiry only.

Good to know

A few things to know.

How is the course delivered?

Our classroom programmes combine facilitated discussion, case studies, exercises and reflection. The precise format will be confirmed before enrolment.

Can you deliver this programme for our team?

Yes, you can enquire about a tailored programme. Share your goals, group size and preferred dates with our learning team.

Will I receive a certificate?

Participants who complete the programme receive a Smart Horizon certificate of attendance. Smart Horizon programmes are not externally accredited and do not award a professional qualification, licence or designation. Where a course title or outline refers to a professional certification (for example, AACE International's Certified Cost Professional), the programme supports learning and preparation only; the credential itself is awarded solely by the relevant professional body under its own application and examination requirements.

What should I confirm before booking travel?

Please confirm the session, exact venue, accessibility arrangements, fees and any visa requirements with the team before arranging travel. Tentative dates are not confirmed sessions.

Keep exploring

Your next horizon awaits.

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The full course agenda and dates are available above. Use the session links in Dates & venues to choose a session. Registration and quotation forms require JavaScript; you can also contact our learning team directly.