Total Quality Management

Background to a Total Quality approach: Dr W.E. Deming; Peter Drucker; Charles B. Handy; Tom J, Peters; summary on what a Quality approach is; exercise 1. Why do organizations need a Total Quality approach?: what is the main objective of any organization?; satisfy customers - what is a customer?; control costs; plan for improvements and growth; summary of why organizations need Total Quality approach; exercise 2. What are customer requirements?: who determines external customer requirements?; who determines internal customer requirements?; internal and external customer satisfaction;meeting the needs of the customer; summary of customer requirements; exercise 3. The impact of Quality on the business and the customer: the cost of Quality on the business; factors affecting Quality in the business; the cost of Quality on the customer; factors affecting Quality for the customer; cost of ownership; summary of the impact of Quality; exercise 4. How to delight your customer: encourage feedback; why measuring customer feedback is difficult; how to overcome the problems associated with customer feedback; how to instill a Total Quality approach; summary of how to delight your customer; exercise 5. The seven primary organizational cultures: corporate culture; task culture; people culture; single focused culture; shared culture; balanced culture; opportunistic culture; mature culture; summary of organizational cultures; exercise 6.