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Total Quality Management

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Mostafizur Rahman
Business and Management

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Total Quality Management
  • Overview
  • Instructor

Day 1: Introduction to Total Quality Management

  • Definition and history
  • Principles of TQM
  • Benefits of TQM
  • W. Edwards Deming
  • Joseph Juran
  • Philip Crosby
  • Kaoru Ishikawa
  • Customer focus
  • Continuous improvement
  • Employee involvement
  • Process approach
  • ISO 9001 Standards
  • Implementation of QMS
  • Statistical Process Control (SPC)
  • Six Sigma
  • Lean Manufacturing
  • Benchmarking
  • Quality Function Deployment (QFD)

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Day 2: Leadership and Strategic Planning in TQM

  • Commitment from top management
  • Creating a quality culture
  • Leadership styles and their impact on TQM
  • Vision, mission, and values
  • Goal setting and performance measurement
  • Strategic quality planning
  • Voice of the Customer (VoC)
  • Customer requirements and expectations
  • Customer satisfaction surveys
  • Net Promoter Score (NPS)
  • Customer feedback and complaint management
  • Customer relationship management (CRM)
  • Building long-term customer loyalty

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Day 3: Process Management and Improvement

  • Process flowcharts
  • Value stream mapping
  • Plan-Do-Check-Act (PDCA) Cycle
  • Root Cause Analysis (RCA)
  • Failure Mode and Effects Analysis (FMEA)
  • Key Performance Indicators (KPIs)
  • Balanced Scorecard
  • Total Productive Maintenance (TPM)
  • Training and development
  • Employee engagement and motivation
  • Forming quality circles
  • Effective communication strategies
  • Conflict resolution and management
  • Real-world examples of TQM success
  • Lessons learned from TQM implementation
  • Recap of main topics covered
  • TQM knowledge test
  • Certification of completion
  • Recommended readings and textbooks
  • Group discussions and presentations

Course Information

  • Reg. Ends 05 September, 2024
  • Start Date 06 September, 2024
  • End Date 13 October, 2024
  • Class Schedule Sep: 6, 7, 13
    9:00 AM To 5:00 PM
  • Total Hours 24 Hours
  • Venue Title ECDL Classroom
  • Venue Address Cemex Shimul Trade Center, Flat: 4/A, Kha 86/1, 87, 87/1, Kuril, Dhaka
author avatar
Mostafizur Rahman

Consultant, Enroute

Mostafizur Rahman, PMP, CSSGB, ITIL, ISO 27000, the dynamic MD and CEO of Sigma Solutions, is a highly experienced training facilitator with a deep-seated passion for knowledge sharing. His 17 years of experience in Different Domains of Telecom, IT, Large Project Management, and Process Improvement, combined with his strategic and leadership expertise, make him an invaluable asset in the training and development arena.

Having worked across various national and international organizations, Mr. Rahman is well-versed in facilitating programs that cater to diverse groups. His commitment to upholding a strong code of conduct is reflected in his training methodologies, emphasizing transparency, honesty, and respect. His experience in strategic formulation, digital transformation, project management, and process innovation serves as a robust foundation for his training sessions. Mr. Rahman skilfully integrates the ethics of business conduct into his programs, ensuring trainees appreciate the importance of maintaining high professional standards.

His credentials include PMP, CSSGB, ITIL, and ISO IEC 27000, equipping him with advanced knowledge in executing digital transformation, process improvement, project & Portfolio management, personal development, and leadership. This, coupled with his NLP Coaching Certificate, allows him to incorporate various coaching approaches into his training, fostering a culture of continuous learning and ethical conduct.

In his role as an adjunct faculty member at the BRAC Business School, Green University, and an independent facilitator for the Enroute Center for Development (ECDL), Rahman expertly instills the importance of professional ethics into his students and trainees.

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