The continuous improvement approach to achieving

customer satisfaction.


Total Quality Management (TQM) is a holistic approach to long-term success that views continuous improvement in all aspects of an organization as a process and not as a short-term goal.


It aims to radically transform the organization through progressive changes in the attitudes, practices, systems and structures.​​​

This one-day training program includes quality philosophies from key quality leaders such as W. E. Deming, J. M. Juran and Philip Crosby.


It also provides a summary of the meaning of customer-focused quality, process management, employee involvement, steps for TQM implementation, tools and techniques for quality management and improvement, as well as the key business excellence and quality management models.

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Recommended Audience

This course is designed for all senior executives, managers and heads of departments who are responsible for making quality happen in the workplace.


Learning Objectives

  1. Explain the meaning of Total Quality Management (TQM)

  2. Identify key leaders in the field of quality and their philosophies

  3. Identify characteristics of the TQM philosophy

  4. Describe the key business excellence and quality models

  5. Describe Total Quality leadership attitudes and behaviors

  6. Identify tools and techniques for Total Quality

  7. Define the steps for TQM implementation


Workshop Outline

  1. Introduction to TQM

  2. Customer Focus

  3. Employee Involvement & Empowerment

  4. Process Management

  5. Business Excellence & Quality Management Models

  6. Total Quality Leadership

  7. Implementing TQM

  8. Tools & Techniques for Total Quality

  9. Management Tools

  10. Summary & Conclusion

Award of Certificate

Certificate of Attendance will be issued to participants who have attended at least 75% of the workshop


1 day


"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

Get started with TQM training