Singapore University of Social Sciences

Total Quality Management (TQM) is an enhancement to the traditional way of doing business. TQM focuses on increasing customer satisfaction along with improving business processes and uses the goal of customer satisfaction to generate the organisation’s strategies to achieve operational excellence. This course provides students with an understanding of the fundamental principles, concepts, and techniques relating to Total Quality Management. This course will first focus on quality concepts, techniques, and the contributions of various quality gurus to quality management. Next, this course will explore the implementation process of TQM and the major quality awards and certifications sought after by organisations in their quest for performance excellence. This will be followed by the management of the Voice of the Customer and the Voice of the Market. This course will then explore the different techniques that can be used to design and improve the quality in products and services. This course will also include the latest developments in Total Quality Management and the innovative applications of TQM.