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Using Total Quality Management for Competitive Advantage

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 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 topic helps persons responsible for its organization's 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.


Runtime: 90 minutes
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Why Lorman?

Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

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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More Program Information

Why Lorman?

Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

This course was last revised on November 28, 2018.

Call 1-866-352-9540 for further credit information.

  • HR Certification Institute 1.5
     
  • This E-Learning program has been approved for 1.5 recertification credit hours toward general recertification through the HR Certification Institute. For more information about certification or recertification, please visit the HR Certification Institute website at www.hrci.org.
     
  • SHRM 1.5
     
  • Lorman Education Services is recognized by SHRM to offer Professional Development Credits (PDCs) for the SHRM-CPSM or SHRM-SCPSM. This program is valid for 1.5 PDC(s) for the SHRM-CP or SHRM-SCP. For more information about certification or recertification, please visit www.shrmcertification.org.
     

To earn each credit Lorman offers through the OnDemand learning platform, you need to watch 100% of the program. Also, for certain credits you will need to fulfill additional requirements which will be displayed on the "credits" tab when viewing the course.

  • Those applying for AIA and HRCI must view 100% of the program and answer the questions following the program.

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

Audio & Reference Manual

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

MP3 Download

This program does NOT qualify, nor meet the National Standard for NASBA accreditation.

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More Program Information

Why Lorman?

Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Bob Churilla

Bob Churilla

Conflict Resolution Professionals Group

  • Partner and co-founder of Conflict Resolution Professionals Group (CRPG), a conflict resolution and consensus building consulting firm that specializes in helping organizations to resolve conflict and build consensus through mediation, facilitation, training, coaching, consulting and team building
  • Some of his clients include the Equal Employment Opportunity Commission (EEOC), Transportation Security Administration (TSA), Unity Worldwide Ministries, Ohio Historical Society and the Michigan Department of Environmental Quality (DEQ)
  • Also a visiting professor at DeVry University and teaches classes on leadership, negotiation, workplace conflict and managing organizational change in the school’s graduate programs
  • Has served as the programming chair for both the International Coach Federation-Cleveland, Ohio Chapter and the Organizational Development Connection, Cleveland Chapter
  • Published the article “Coping and Planning for Uncertainties in the Development of Exceptions to the Employment-at-Will Doctrine” in the Cleveland State Law Review (1989)
  • Ph.D. in conflict resolution and analysis and a J.D. degree
  • Can be contacted at 440-725-8723 or [email protected]
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Why Lorman?

Over 32 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

All of your training, right here at Lorman.

Pay once and get a full year of unlimited training in any format, any time!

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Additional benefits include:

  • State Specific Credit Tracker
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* For audio recordings you only pay shipping

Questions? Call 877-296-2169 to speak with a real person.

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Product ID: 404436
Published 2018
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Available in Multiple Formats

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