| Topic |
Content |
| 1 |
Introduction to Total Quality Management (TQM)
-
- History of evolution of TQM
- Fundamental elements of TQM
- The need for TQM in Islamic financial Institutions
|
| 2 |
Customer Satisfaction
-
- Kane model of customer satisfaction
- Common practices adopted by the world-class companies
|
| 3 |
Engaging Employees Through Suggestion System
-
- Components of suggestion system
- Steps to implement suggestion system
- Evaluating suggestions
|
| 4 |
Continuous Improvement
-
- Fundamentals of process improvement
- Improvement strategies
- Problem solving method
- Kaizen way
|
| 5 |
Benchmarking
-
- Types of benchmarking
- Benchmarking methodology
- Benefits of benchmarking
|
| 6 |
National Quality Awards
-
- Malcom Baldrige national quality award
- Malaysian national quality award
|
| 7 |
Quality Function Employment
|
| 8 |
Six-Sigma Program
-
- Why it is called Six-Sigma
- Determining an appropriate method
- DMAIC principle
|
