London Business Training & Consulting

The Business Context of Total Quality Management

London Business Training & Consulting
In Hammersmith

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Important information

Typology Course
Level Intermediate
Location Hammersmith
Duration 1 Week
Start 13/01/2020
other dates
  • Course
  • Intermediate
  • Hammersmith
  • Duration:
    1 Week
  • Start:
    other dates

Upon completion of this course, you will be able to understand:

The history and concept of policy development.
A policy deployment model that will enable an organisation to deploy, in an effective manner, its vision, mission, goals, objectives, targets and means.
Why quality costs are important to management.
How to identify, collect, analyse, report and use quality costs to best advantage.
The typical pitfalls in quality cost collection.
The need to consider the ‘soft-aspects’ of TQM.
The key role that the HR function can play in the development and success of TQM.
The implications for service quality in a changing business environment.
The characteristics of service, the service quality GAP model, dimensions and determinants of service and service encounters and service delivery processes and the role of personnel.
The importance and role of supplier development in TQM and the need to develop long-term collaborative business partnerships between customer and supplier.
The typical barriers in supplier development.
How organisations should start and advance the partnership concept.

Facilities (2)
Where and when
Starts Location
13 Jan 2020
18 May 2020
21 Sep 2020
W6 0NB, London, England
See map
On request
W6 0NB, London, England
See map
Starts 13 Jan 2020
18 May 2020
21 Sep 2020
W6 0NB, London, England
See map
Starts On request
W6 0NB, London, England
See map

To take into account

· Who is it intended for?

Chief officers, directors andheads of departments who wish to play a greater role in determining the quality policy within their organisations. Senior management team members who wish to create the strategic dialogue, organisational environment, atmosphere, values and behaviour in which total quality management (TQM) can achieve its potential. Those who wish to create an organisational culture in which each person in every department is fully committed to improving their own performance and is dedicated to satisfying their internal customers’ needs and future expectations. Middle and first-line management who wish to play a key role in putting the principles of TQM in place at the sharp end of their organisation. Industrialists Management consultants

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Reviews on this course

Joseph A,
4.5 19/05/2018
What I would highlight: Keep it up, I have a great session.
What could be improved: nothing to improve
Would you recommend this course?: Yes
Did this opinion help you? Yes (0)
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What you'll learn on the course

Policy Deployment
Process technology
Quality Costing
Quality Process
Manufacturing Industry
Manufacturing Engineering

Course programme

Policy Deployment
  • What is policy deployment?
  • The policy deployment process
  • A check-reflect-improve-scrutinise-pass (CRISP)
  • Approach to policy deployment
Quality Costing
  • Categorisation of quality costs
  • Collecting quality costs
  • Some cost aspects of manufacturing industry
  • Reporting quality costs
  • Use of quality costs
Managing People
  • QM and the management of people
  • HR policies and practices
  • Employee involvement
  • Organisational culture
  • Integration
Managing Service Quality
  • The service environment
  • Defining service quality
  • The role of personnel in service delivery
  • Service delivery
Supplier Development
  • Long-term issues of partnership
  • Barriers to developing partnerships
  • Conditions of partnership
  • The issues to be considered in partnership
  • The process of partnership
  • Potential difficulties of operating partnerships