Commitment to Quality: a primer on TQM

course summary

After more than a decade of discussion and a gazillion articles and speeches, TQM remains a bit of a mystery to people in many medium-to-small organizations, as well as to large segments of government and the professions. The problem lies largely because TQM requires a change in an organization's culture and an acceptance that TQM is a process, not simply a goal.
      This interactive computer-based guide to TQM structures an introduction to the following topics:

• Identifying customers (internal and external) and their requirements;
• Measurements and how to avoid misinterpretation of quantitative data;
• Problem solving: simple steps to identify the root causes of failure;
• Identifying needed changes in the work process; improving cycle times;
• Changing roles and responsibilities to improve service and product quality.

The program is generic, drawing on cases and examples from manufacturing, distribution, health care and government. It is intended to be customized to specific industries and serve as either a primer to the topic or as a supplement to more extensive training/consulting activities. Currently, the program is available only in DOS.