ADVANCED TOTAL QUALITY MANAGEMENT

OBJECTIVES

A quality product sells itself in the air transport industry, but in today's competitive world, learning the keys to superior customer service and the techniques to achieve error-free, efficient operation will give your company the necessary advantage to become an industry leader. Through a combination of lectures, discussions and role-playing, participants in this course will be introduced to the key concepts of total quality management as well as gain important skills to satisfy the clientele. After all, the immeasurable value of quality and customer service at all levels cannot be underestimated.

COURSE OUTLINE

1.      The significance of Total Quality Management (TQM) in today's global economy.

2.      What is TQM? Key concepts and the evolution of the movement.

3.      TQM issues: listening to the customer.

4.      TQM and ISO 9000 codes: continuous process improvement, bench marking.

5.      TQM tools: flowcharts, cause/effect diagrams, Pareto charts, trend charts, histograms.

6.      Implementing TQM: real life examples, activities that reinforce TQM concepts, implementing TQM in your organization.

7.     Workshops on conceiving, designing and implementing TQM.

COURSE METHODS

• Presentation
• Discution
• Case Study
• Evaluation

PARTICIPANTS

Production managers, customer service managers, human resources managers, finance managers, quality control managers, customer service training instructors and industrial engineers, etc.

INSTRUCTUR

Th. Agung M. Harsiwi, S.E., M.Si and Team.