1. Quality Management Strategic Quality Planning Organizing for TQM
Training for TQM
TQM in service Organisation
Implementing TQM

2. Quality Management Strategic Quality Planning
Members of the organization envision its future.
Develops the necessary procedures and operation to carry out the vision.
An effective strategy allows a business to create a sustainable competitive advantage.

3. Quality Management Organizing for TQM
Organization leaders must explore and agree upon the vision, mission and guiding principles of the organization.
Mission of a firm defines its reason for existence.
Vision describes where the organization is headed and what it intends to be.

4. Quality Management Organizing for TQM
Guiding principles direct the journey to a vision by defining attitudes & policies for all employees.
Reinforced through conscious and sub conscious behaviour through at all levels of organization.

5. Quality Management Training TQM
Roles- Work force.
Develop ownership of quality process.
Empowerment.
Training, recognition and better communication.

6. Quality Management Training TQM
Roles- Senior Managers.
Organization focuses on needs of customer.
Promote mission, vision and value of the organization.
Using quality tools for problem solving

7. Quality Management Training TQM
Roles- middle Managements.
Empowerment
Creating a common vision of excellence
Playing the organizational game.
Implementing a continuous improvement process.
Developing and retaining peak performers.

8. Quality Management TQM in Service Organizations
Selecting the theme.
Analysis of the Problem
Generating Ideas
Testing the Idea
Implementing the Ideas
Check the Result
Standardize Control/Document the Improvement Story
Future Actions

9. Quality Management Implementing TQM
Elements to be implemented.
A customer focused vision.
Concept of voice of customer.
Way of learning from outstanding companies.
Expression for caring for employees.
Removing barriers to achieve quality.
Measurement plan.