CUSTOMER FOCUS AND TEAM WORK FOR TOTAL QUALITY MANAGEMENT
Participants will experience an "interactive, team-based" learning session which will provide the theoretical framework and specific skills for implementing total quality management in business and industry. Key topics that will receive in-depth analysis include the gurus and elements of Total Quality Management, identifying issues/barriers to Total Quality Management, customer focus and understanding work processes, process and systems thinking with emphasis on strategies for improvement, and lastly, teamwork - with focus on effective team formation, uses of TQM tools, and consensus decision making in order to improve processes and increase customer satisfaction.