Total Quality Management (TQM) is an enhancement to the traditional way of doing business. TQM focuses on increasing customer satisfaction along with improving business processes, and uses the goal of customer satisfaction to generate the organisation's strategies.
This course provides students with an understanding of the fundamental principles, concepts and techniques relating to Total Quality Management. This course will first focus on quality concepts and the contributions of various quality gurus to quality management. Next, we will explore the implementation process of TQM and the major quality awards and certifications sought after by organisations in their quest for performance excellence. This will be followed by the management of the Voice of the Customer and the Voice of the Market. We will then explore the different techniques that can be used to design and improve quality in products and services