TQM for a Competitive Advantage

Author -eBookSkills
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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 organization’s 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 webinar helps persons responsible for its organization’s Total Quality Management Program to integrate customer and employee concerns into its initiatives. The webinar will also help identify appropriate interventions that can assure customer and employee satisfaction.

Area Covered in this session:

  • Customer Emphasis
  • Employee Involvement
  • Implementing a Total Quality Management System
  • Process-Centered
  • 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
  • The Role of Emotion in the Employee-Customer Interaction
  • Measuring and Managing the Employee-Customer Interaction at a Local Level
  • Specific Management Interventions for TQM Programs
  • Action Planning
  • Training
  • Employee-Manager Selection, Development and Promotion
  • Succession Planning

Who Will Benefit:

  • Project Managers
  • Customer Service Personnel
  • Sales Staff
  • Health Care Staff
  • Business Development Managers
  • HR Professional
  • Training Managers