Innovation in Training Human Resources and Realizing Total Quality

Program Overview
This course explores a framework for making strategic agendas more robust amidst uncertainty, which requires leadership to thrive. The integration of leading innovation with strategic frameworks will force us to take stock of our assumptions and consider alternative options in the future as well as enable us to overcome critical uncertainties and better assess the various ways a market can evolve. From an understanding of the challenges that businesses face today, to the kind of organizations that are currently providing access to the most innovative landscapes, as well as the wiring of the new kind of intelligences that are required to succeed, this course will push your understanding of what defines leadership in today’s world.


In Marketing, four critical success factors are identified as product, price, place and promotion. Like Marketing, the management of quality has become a key issue in the success of modern organisations, regardless of whether they engage in the provision of goods or services. A leading author has observed that

In the past, quality control in most organisations was the responsibility of the production department, and it was wrongly assumed to be synonymous with physical inspection of goods before they left the premises. The modern view is that quality control and management are the responsibility of everybody in the organisation, starting with the chief executive officer.

After completing this course, students should be able to:

  • Identify and explain the basic concepts in Total Quality Management (TQM)
  • Differentiate between product quality characteristics and service quality characteristics
  • List the key steps in the control of quality
  • Distinguish between quality of design and quality of conformance to design
  • Explain the process of planning for quality
  • Explain the system of documentation, implementation and assessment of quality
  • Identify and explain specific tools and techniques for quality improvement
  • Explain the role of external and internal customers in setting quality parameters


This course is recommended for:

  • HR Professionals
  • Training Professionals
  • Quality Professionals
  • Business owners
  • Managers



The Foundations of Total Quality Management

  • Components of quality
  • The total quality management approach
  • Innovation, design and improvement
  • Product quality characteristics and service quality characteristics
  • Quality parameters and specific dimensions of quality

Key Aspects of the Quality System

  • Planning for quality
  • Flowcharting
  • Detailed flow process charts and flow diagrams
  • Planning for just-in-time (JIT) management
  • System design and contents
  • System documentation, implementation and assessment


 TQM Tools and the Improvement Cycle

  • Measurement of quality
  • Costs of quality
  • Tools and techniques for quality improvement
  • Statistical process control
  • Quality improvement techniques in service industries
  • Specific techniques for design, reliability, maintenance and process improvement


Conformance and Non-conformance to Quality Standards

  • Quality of design
  • Quality of conformance to design
  • Control of non-conforming products

. identifying and classifying non-conformance

. documenting non-conforming products

. reinspection of repaired and reworked products

  • Corrective and preventive action


The Quality Organisation Within an Organisation

  • People and the organisational structure
  • Responsibilities and performance management
  • The relationship between the quality organisation and top management
  • Culture change through teamwork for quality improvement
  • Implementing teamwork for quality improvement: the DRIVE model

Control  of Quality Records

  • Compilation and indexing of quality records
  • Storage and maintenance of quality records
  • Procedures related to quality records
  • Authentication of quality records

Internal Quality Audits

  • Scope of requirements and audit procedures
  • The audit programme and planning of quality audits
  • Verifying compliance with planned arrangements
  • Determining the effectiveness of the system
  • Reporting the results of quality audits
  • Follow-up audits

Quality and Business Process Re-engineering

  • Beyond tools to total quality management
  • Stages in the development of quality and related activities:
    • inspection
    • quality assurance
    • company-wide quality control
    • total quality management
  • Quality circles
  • Stages in the evolution of a company’s improvement capability:
    • traditional approach
    • structured continuous improvement
    • goal-oriented continuous improvement
    • proactive/empowered continuous improvement
    • full continuous improvement capability (the learning organisation)

Training for Total Quality Management

  • Scope of requirements and identification of training needs
  • Design of training programmes
  • Evaluation of training programmes
  • Performance improvement worksheets

Training Methodology:
This interactive training course includes the following training methodologies as a percentage of the total
tuition hours:-
• 30% Lectures, Concepts, Role Play
• 30% Workshops & Work Presentations, Techniques
• 20% Based on Case Studies & Practical Exercises
• 20% Videos, Software & General Discussions


A Certificate of Completion will be issued to those who attend & successfully complete the programme.


  08:30 – 10:15 First Session

 10:15 – 10:30 Coffee Break

10:30 – 12:15 Second Session

 12:15 – 12:30 Coffee Break

12:30 – 14:00 Third Session

 14:00 – 15:00 Lunch


 The Fee for the seminar, including instruction materials, documentation, lunch, coffee/tea breaks & snack is: