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Using Total Quality Management for Competitive Advantage - Webinar

  • ID: 4663954
  • Webinar
  • November 2018
  • Region: Global
  • 90 Minutes
  • Lorman Business Center, Inc.
Learn how adopting the Total Quality Management Program will benefit your company.

Most organizations recognize the importance of satisfying customers if they are to achieve financial performance goals. What is not as well known is the importance of adopting Total Quality Management Programs with both the customer and the organizations employees in mind. Satisfied employees make satisfied customers possible. Therefore, it is imperative that the employee-customer interaction be treated as a single unit in implementing Total Quality Management initiatives. This topic helps persons responsible for its organizations Total Quality Management Program to integrate customer and employee concerns into its initiatives. The material will also help identify appropriate interventions that can assure customer and employee satisfaction.

Learning Objectives
  • You will be able to discuss the key elements of a Total Quality Management Program.
  • You will be able to describe Human Sigma and its relationship to employee-customer interactions.
  • You will be able to recognize the importance of integrating a Total Quality Management Program that emphasizes both the customer and the organizations employees.
  • You will be able to identify specific management interventions for a successful Total Quality Management Program.
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Implementing a Total Quality Management System
  • Customer Emphasis
  • Employee Involvement
  • Process-Centered
  • Developing an Integrated System
  • Using a Strategic and Systematic Approach
  • Striving for Continual Improvement
  • Making Decisions Based on Facts and Data
  • Developing a Communications Strategy
The Use of Human Sigma as Part of a TQM Program
  • Managing the Employee-Customer Experience in Tandem
  • The Role of Emotion in the Employee-Customer Interaction
  • Measuring and Managing the Employee-Customer Interaction at a Local Level
  • Measuring the Effectiveness of the Employee-Customer Interaction and Its Relationship to Financial Performance
  • Improving Local Performance Through Transactional and Transformational Interventions
Specific Management Interventions for TQM Programs
  • Action Planning
  • Training
  • Coaching
  • Employee-Manager Selection, Development and Promotion
  • Succession Planning
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Bob Churilla - Conflict Resolution Professionals Group
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This webinar is designed for supervisors, team leaders, business owners and managers, human resource managers, presidents and vice presidents.
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