Main MenuMain Menu
Course Code: TQM 143
79 Course Visits
Total Quality Management for Service Industries
Course Sector:
Quality Management
Course Dates and Locations
Choose a date and location to book your seat
No.
Date
Days
Location
Fees
Enrollment
01
5 Days
Paris, France $4,950
02
5 Days
El Doha , Qatar $4,250
Introduction
Training course introducion / brief
In today's competitive service industry landscape, delivering exceptional quality and maintaining high standards of service are crucial for organizational success. Total Quality Management (TQM) is a comprehensive approach to enhancing service quality through continuous improvement and a commitment to excellence.
This 5-day training program is designed to equip professionals in service industries with the knowledge and tools necessary to implement TQM principles effectively. Participants will gain insights into quality management principles, customer satisfaction, process improvement, and the role of leadership, all tailored to the unique challenges of service organizations.
Course Objectives
At the end of the training course, participants will be able to
- Define Total Quality Management and its importance in the service industry.
- Recognize the core principles and concepts of TQM and their application to service environments.
- Identify and measure customer needs and expectations.
- Utilize service quality models to improve customer satisfaction.
- Map and analyze service processes to identify and eliminate inefficiencies.
- Apply continuous improvement methodologies, such as Kaizen, to service processes.
- Define and implement key performance indicators (KPIs) for service quality.
- Use data collection and analysis tools to drive quality improvements.
- Implement leadership strategies that foster a quality-focused culture.
- Enhance team collaboration and communication to support TQM initiatives.
- Develop change management strategies to facilitate TQM implementation.
- Overcome resistance to change and manage organizational transitions effectively.
- Utilize advanced quality management tools such as Six Sigma, Lean principles, and FMEA.
- Solve complex quality issues using problem-solving techniques and tools.
- Assess the effectiveness of TQM practices and identify areas for further improvement.
- Develop a personal action plan for ongoing quality management and TQM implementation.
Course Audience
Who is this course for, and can benefit the most
- Quality Managers and Coordinators
- Service Managers and Supervisors
- Process Improvement Specialists
- Customer Service Representatives and Managers
- Training and Development Professionals
- Senior Executives and Leaders
Course Outline
The course aims and learning outcomes
Introduction to TQM
- Definition and principles of TQM
- History and evolution of TQM
- Importance of TQM in service industries
- Core Concepts of Quality Management:
- Quality as defined by customers
- The role of leadership in quality management
Quality Management Principles
- Customer focus
- Total employee involvement
- Process-centered approach
- Integrated system
- Quality Tools and Techniques:
- Statistical process control
- Benchmarking
- Root cause analysis
Customer
Satisfaction and Service Quality
- Understanding Customer Needs
- Methods for identifying customer needs and expectations
- Measuring customer satisfaction
- Service Quality Models:
- SERVQUAL model
- GAP model of service quality
Process Improvement and Management
- Process Mapping and Analysis
- Techniques for mapping service processes
- Identifying process bottlenecks and inefficiencies
- Continuous Improvement:
- Kaizen and other continuous improvement methodologies
Quality Measurement and Metrics
- Defining Quality Metrics
- Key performance indicators (KPIs) for service quality
- Techniques for measuring and analyzing service quality
- Data Collection and Analysis.
- Tools for data collection and analysis
- Interpreting data to drive quality improvements
Leadership and Team Dynamics
- Role of Leadership in TQM
- Leadership styles and their impact on quality
- Building and sustaining a quality-focused culture
- Team Dynamics and Collaboration:
- Effective team communication and collaboration techniques
- Conflict resolution strategies
Training and Development
- Employee Training and Development:
- Developing a training plan to support TQM
- Techniques for effective training delivery
- Mentoring and Coaching:
- The role of mentoring and coaching in achieving quality goals
Change Management in TQM
- Managing Change
- Strategies for managing organizational change
- Overcoming resistance to change
- Implementing TQM Initiatives:
- Developing and executing TQM action plans
Quality Improvement Tools
- Advanced Quality Tools.
- Failure Modes and Effects Analysis (FMEA)
- Six Sigma and Lean principles
- Problem-Solving Techniques.
- Techniques for solving complex quality issues
- Using tools like fishbone diagrams and Pareto analysis
Evaluation and Future Planning
- Evaluating TQM Implementation:
- Assessing the effectiveness of TQM practices
- Metrics for evaluating success and areas for improvement
- Future Trends in TQM:
- Emerging trends and technologies in quality management
Providers and Associations
Providing the best training services and benefits to our valued clients
Boost certificate of completion
BOOST's Professional Attendance Certificate “BPAC” is always given to the delegates after completing the training course, and depends on their attendance of the program at a rate of no less than 80%, besides their active participation and engagement during the program sessions.
ENDORSED EDUCATION PROVIDER
Flexible deadlines
Customized dates accordance to your schedule
Shareable Certificate
Earn certificate upon completion
COURSE METHODOLOGY
Our Training programs are implemented by combining the participants' academic knowledge and practical practice (30% theoretical / 70% practical activities).
At The end of the training program, Participants are involved in practical workshop to show their skills in applying what they were trained for. A detailed report is submitted to each participant and the training department in the organization on the results of the participant's performance and the return on training. Our programs focus on exercises, case studies, and individual and group presentations.
Since 2001, we have been pioneering the training field in the middle east, we managed to unlock potential and help individuals, teams and organisations to be the best that they can be with our full and integrated solutions.
Quick Links
Our sister companies in Egypt and United Arab Emirates
MOST TRENDING
And Recommended Training Courses
trending
Emotional Intelligence and Advanced Communication Skills for Leaders
Date: Aug 10, 2025
Location:Salalah, Oman
trending
Introduction to Machine Learning and Artificial Intelligence
Date: Sep 1, 2025
Location:Abu Dhabi, UAE
trending
Professional in Business Analysis (PMI-PBA Exam Preparation)
Date: May 18, 2025
Location:Jeddah, KSA
We believe in progress for everyone.
We helped more than 10.000 clients over 20 countries on 4 continents in boosting their knowledge, skills and careers.
Boost Training And Consulting © All Copyrights Reserved 2025