Total Quality Process (TQP)

Reduce the costs of poor quality and build prevention systems that meet customer expectations.

Cutting the Costs of Poor Quality

What is Total Quality Process (TQP)?


Many quality improvement programs fail because they were not managed as a total process. The Total Quality Process (TQP) framework teaches you how to approach quality or any change initiative as a company-wide effort.  


You will learn how to make a commitment, plan and begin to implement systems for managing quality that integrates all the people, processes/systems and continuous improvement initiatives together.  
Based on Philip Crosby's methodology for TQM implementation, what this methodology will focus is not a new quality control system, but a company-wide approach to total quality.  


A process for total quality must comprise Quality Management and Quality Improvement. The Total Quality Process (TQP) is based on Five Quality Principles and establishes Four Key Activities for Quality Management.


TQP is designed to involve every employee in your company in quality improvement efforts.​

Poor quality costs a typical company

15-20% of sales annually

"It is always cheaper to do the job right the first time."

Philip B. Crosby

TQM Training for PMO Staff of the Royal Government of Bhutan

The Government to Citizen (G2C) Office of the Royal Government of Bhutan is a direct function under the Prime Minister's Office. Its main mandate is to spearhead all public service delivery initiative in Bhutan.


The G2C Office is interested to acquire in-depth knowledge and develop application capability in the Total Quality Management (TQM) domain in order to enhance service delivery and improve on the service standards.


We are proud to be appointed by the Bhutan government to design and deliver a TQM workshop on service delivery for a group of mid to senior officials from the G2C Office and other Government Agencies.

Quality Management Training Programs

In this workshop, you will learn how to approach quality or any change initiative as a company-wide effort. It includes the five quality principles and the four key activities for quality management and improvement. 

Learn how to implement total quality management based on the philosophies of Deming, Juran and Crosby. It includes process management, implementation steps, and key the tools and techniques for quality.

Implementing Total Quality Process

We can help you to develop a total quality process that focuses on reducing the costs of poor quality and building prevention systems that meet customer expectations.

Based on the teachings of world-renowned quality guru Philip Crosby, our total quality management approach helps clients to achieve significant improvements in quality and customer satisfaction by:

  • Formulating a strategic plan that integrates quality as a key thrust of improvement

  • Developing a culture that embraces external and internal supplier-customer relationships with a focus on understanding and meeting requirements

  • Facilitating the formation of the quality management team and defining its roles and responsibilities for driving a total quality process

  • Establishing and implementing a clear stakeholder communication strategy throughout the organization

  • Creating awareness of the company's vision, mission and guiding principles as well as the quality policies, objectives and critical processes of the organization

  • Enabling management and staff on total quality principles, tools and techniques for quality management and quality improvement

  • Identifying the major costs of poor quality (i.e. costs of internal and external failures) that offer the highest value potential

  • Facilitating functional and cross-functional teams to reduce the cost of poor quality, insitutionalizing prevention systems and building collaborative teamwork across the organization

  • Integrating the ISO 9000 quality system and/or the business excellence framework (e.g. Singapore Quality Class/Award) into the total quality process

  • Establishing a system of recognition and rewards that reinforce positive attitudes and behavior

  • Integrating the total quality management process with management review


"You have taken extra efforts to align the course to our needs. Thanks so much for that. Definitely, the concepts, tools and lessons are relevant for our office."​


Cabinet Secretariat,

Royal Government of Bhutan

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