Continuing Studies

Total Quality Management (TQM)

The Total Quality Management (TQM) program allows students and team members an opportunity to build their leadership skills while influencing business operations within organizations. Developed around concepts from Lean Manufacturing and Six Sigma, TQM identifies inefficiencies within companies. Divided into four certification levels (White, Green, Black, & Master), students and team members have an opportunity to continually build their skill level from beginner to master status.

Participants learn everything from public speaking and how to create presentations, to designing fish bone diagrams, to uncover and discover new efficiencies within existing business models. Unlocking these efficiencies allows businesses and organizations the opportunity to streamline and automate their processes, improve areas such as OH&S and/or energy management, reduce operating expenditures, and increase their overall bottom line.

TQM Introductory (White Level)

1. Introductions

  • Instructor
  • Class members
  • What they do
  • Their understanding of why they are here
  • What they hope to get out of the sessions

2. TQM – Total Quality Management

  • What does it mean (Continuous Improvement)

3. Corporate

  • Vision
  • Mission
  • Values

4. Team

  • Name
  • Vision
  • Values

5. Introduction to PDCA

  • Plan
  • Do
  • Check
  • Act (Action)

6. Introduction to Problem Solving

  • Methods to increase Productivity
  • Inefficient Processes Create Waste
  • What is a Problem?
  • What is Problem Solving?
  • Benefits of Problem Solving

7. Problem Solving Teams

  • Why Teams?
  • Objectives of Problem Solving Teams
  • Benefits of Problem Solving Activities
  • Fundamentals of Problem Solving

8. Process Management

  • Continuous Improvement Process
  • Process Ownership

PDCA Approach to Problem Solving

  • Problem Solving Techniques and Tools
  • The 8 Steps of PDCA Problem Solving Seven Basic Tools

9. Examples of Problem Solving Storyboards
10. Project Reporting Using an "A3" Storyboard
11. 10 Common Mistakes
12. Critical Success Factors

TQM (Green Level)

1. Recap the White Level

2. How to manage so as to improve your results

3. Setting Goals

  • What is a goal concept?
  • Where do the goals come from?
  • Why we set goals?

4. Defining and discovering Problems

  • What is a problem concept?

5. Setting Guidelines and Standards

  • What is a guideline concept?
  • What is a Standard?
  • How do we define Standards?

6. Who is our Customer?

  • What are the customer's needs?
  • How do identify our customer's needs?
  • How do we meet our customer's needs?

7. What is Lean Six Sigma?

  • Where did it originate?
  • Why is it so effective?
  • What are the 8 wastes?

8. PDCA - Practicing the improvement Management method (PDCA)

  • Tools and Techniques

9. Recap of the course

10. Evaluation

  • Run a project with real situation.

TQM (Black Level)

Day 1

  • Recap TQM Green Level
  • Template Review
  • Clarifying the Problem
  • Target setting
  • Phenomenon analysis
  • Root Cause analysis
  • Action Plan
  • Checking Results
  • 3G Report

Day 2

  • Recap Day 1
  • Exercise: Group Activity (One Case Per Group)
  • Development of PDCA Steps
  • Exercise Presentations

Day 3

  • DMAIC / Mistake Proofing / Kaizen
  • Practical Activity
  • Project Review
  • Final Presentations Applying Material

TQM (Master Level)

The purpose of the 3 day course is to allow learners to build upon the foundations tools and skills of Total Quality Management learning outcomes presented in white, green and black TQM courses. Upon the successful completion of the course learners will walk away with the following:

  1. Ability to recognize the importance of standardization in an organization context
  2. Identify examples of standardization

  3. Define the 5 steps needed to standardize a process

  4. Develop flow charts and assign level white, green and black tools to stream lining processes


Day 1:

  • Understand the definitions of processes  
  • Identify examples of processes
  • Understand and apply the step 1 of standardization
  • Perform the first step of standardization for a sample project
  • Understand and apply step 2 of standardization for a sample project

Day 2:

  • Understand and apply step 3 of standardization for a sample project
  • Understand and apply step 4 of standardization for a sample project
  • Understand and apply step 5 of standardization for a sample project
  • Identify group project

Day 3:

  • Develop Group project 
  • Present Group project presentations
  • Review of content covered 
  • Take away points