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Master TQM and Six Sigma: Build Quality, Reduce Errors

This course is part of TQM Excellence: Lean Six Sigma & Quality Systems Specialization

Instructor: EDUCBA

Included with

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5 modules

Gain insight into a topic and learn the fundamentals.

12 reviews

1 week to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

5 modules

Gain insight into a topic and learn the fundamentals.

12 reviews

1 week to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

What you'll learn

Analyze quality culture and apply customer-centric CRM strategies for excellence.
Implement QA systems, PPC techniques, and the PDCA cycle to optimize operations.
Apply Six Sigma tools and the DMAIC framework for sustainable process improvement.

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

17 assignments

Taught in English

91% of learners achieved a positive career outcome

See how employees at top companies are mastering in-demand skills

Learn more about Coursera for Business

logos of Petrobras, TATA, Danone, Capgemini, P&G and L'Oreal

Build your subject-matter expertise

This course is part of the TQM Excellence: Lean Six Sigma & Quality Systems Specialization

When you enroll in this course, you'll also be enrolled in this Specialization.

Learn new concepts from industry experts
Gain a foundational understanding of a subject or tool
Develop job-relevant skills with hands-on projects
Earn a shareable career certificate

There are 5 modules in this course

By the end of this course, learners will be able to analyze quality culture, apply customer-centric strategies, implement CRM practices, evaluate quality assurance systems, and apply Six Sigma methodologies to achieve operational excellence.

This course empowers professionals to decrease errors, increase profitability, and assure long-term quality by mastering the principles of Total Quality Management (TQM). Learners will explore how to build a quality-first culture, adopt customer-focused practices, and leverage CRM strategies to strengthen customer relationships. They will also gain hands-on understanding of the PDCA cycle, quality assurance processes, and production planning and control (PPC) techniques to optimize operations. Finally, the course integrates Six Sigma tools and the DMAIC framework to enable data-driven decisions and sustainable process improvements. What makes this course unique is its end-to-end approach, combining foundational quality culture with practical tools like CRM, PPC, and Six Sigma in one program. Designed for managers, quality specialists, and business leaders, this course provides actionable insights to align mission, vision, and strategy with customer satisfaction and operational efficiency.

Module details

This module introduces the foundation of Total Quality Management (TQM) by focusing on the creation of a quality-first culture. Learners will explore the differences between quality culture and traditional culture, understand the importance of mission and vision, and recognize the role of core values in aligning employees with organizational goals. The module emphasizes how leadership and employee engagement shape sustainable quality practices.

What's included

5 videos3 assignments

5 videosTotal 46 minutes

Understanding quality culture11 minutes
Quality Culture vs Traditional Culture7 minutes
Implementation of quality culture11 minutes
Establishing a mission and vision goal for the organization9 minutes
Core values of a quality culture and it's significance8 minutes

3 assignmentsTotal 50 minutes

Graded-Building a Quality-First Organization30 minutes
Foundations of Quality Culture10 minutes
Mission, Vision, and Core Values10 minutes

This module highlights the critical role of customer-centricity in achieving organizational excellence. Learners will study evolving consumer dynamics, strategies to adopt customer-focused practices, and practical steps to overcome barriers in transformation. The module also introduces customer-centric innovation as a key differentiator in modern markets.

What's included

10 videos3 assignments

10 videosTotal 90 minutes

Customer Centric Approach Fundamentals8 minutes
Evolving Consumer Dynamics8 minutes
Being More Customer Focussed10 minutes
Principles of Redefining Customer Relationship10 minutes
Re-cap of previous notes9 minutes
Barriers in successful transformation_part 019 minutes
Barriers in successful transformation_part 026 minutes
Customer Centric Innovation12 minutes
Practical steps taken on journey_part 019 minutes
Practical steps taken on journey_part 02_DLL logo9 minutes

3 assignmentsTotal 50 minutes

Graded-Customer-Centric Transformation30 minutes
Adopting a Customer-Centric Mindset10 minutes
Overcoming Barriers and Driving Innovation10 minutes

This module explores Customer Relationship Management (CRM) as a strategic tool to enhance customer satisfaction and loyalty. Learners will examine the essentials of CRM, understand customer expectations, analyze current challenges, and discover how to manage customer interactions effectively through strategies that create trust and long-term relationships.

What's included

13 videos3 assignments

13 videosTotal 109 minutes

Introduction and Highlights of CRM9 minutes
10 things customer wish_part 0110 minutes
10 things customer wish_part 027 minutes
What goes wrong9 minutes
Steps to avoid customer service failure_part 018 minutes
Steps to avoid customer service failure_part 029 minutes
What is CRM and why we need CRM_part 018 minutes
What is CRM and why we need CRM_part 028 minutes
Pareto's law7 minutes
Current challenges in CRM_part 0110 minutes
Current challenges in CRM_part 027 minutes
Moments of truth_part 019 minutes
Moments of truth_part 027 minutes

3 assignmentsTotal 50 minutes

Graded-Elevating Customer Relationship Management (CRM)30 minutes
CRM Essentials and Customer Expectations10 minutes
CRM Strategy and Current Challenges10 minutes

This module delves into the frameworks and methods of quality assurance (QA) and production planning and control (PPC). Learners will study the PDCA cycle, quality characteristics, risk identification, QA approaches, and PPC fundamentals. The module also covers advanced PPC operations such as routing, scheduling, dispatching, and follow-up to improve efficiency and reduce waste.

What's included

25 videos5 assignments

25 videosTotal 181 minutes

Introduction and Shewhart cycle_part015 minutes
Introduction and Shewhart cycle_part026 minutes
Definition of PDCA_part015 minutes
Definition of PDCA_part025 minutes
Quality characteristics_part018 minutes
Quality characteristics_part029 minutes
Impact of poor quality assurance8 minutes
Identification of risk in QA process11 minutes
QA-Criteria, Prevention and Inspection driven11 minutes
Purpose of quality assurance_part016 minutes
Purpose of quality assurance_part025 minutes
Types of quality assurance_part016 minutes
Types of quality assurance_part026 minutes
PPC definition, importance and advantages_part019 minutes
PPC definition, importance and advantages_part026 minutes
Key requirements and Elements of PPC11 minutes
Re-cap of PPC Management and Inventory planning8 minutes
Steps involved in PPC-Routing and Scheduling_part019 minutes
Steps involved in PPC-Routing and Scheduling_part027 minutes
Steps involved in PPC-Dispatching and Follow-up_part015 minutes
Steps involved in PPC-Dispatching and Follow-up_part027 minutes
Aims, Objectives and Features of PPC_part0110 minutes
Aims, Objectives and Features of PPC_part026 minutes
Advantages of PPC Management_part017 minutes
Advantages of PPC Management_part026 minutes

5 assignmentsTotal 70 minutes

Graded-Quality Assurance and Production Planning30 minutes
PDCA and Quality Characteristics10 minutes
Managing Risks and Assurance Methods10 minutes
Fundamentals of PPC10 minutes
Advanced PPC Operations10 minutes

This module integrates Six Sigma into TQM practices to help organizations reduce errors and achieve operational excellence. Learners will understand the synergy between TQM and Six Sigma, explore the DMAIC methodology, and apply Six Sigma tools to drive data-driven decision-making and long-term improvement.