Introduction to TQM soft skills: Development of TQM practices. Stages of quality management. Barriers to quality achievement. Quality cost & customer satisfaction. Achieving world-class standards. Competitive advantage through TQM. Principles: Quality Management concepts. How to be customer focused. Ensuring customer feedback. Defining ‘Best Value’ in public service. Ensuring employee feedback. Processes: Elements of quality management. Selection of quality criteria. Quality measurement processes. Statistical quality control. Quality assurance planning. Continuous improvement planning. Implementation: Quality approval certification. Implementation processes. Quality audit procedure. Use of diagrams in quality systems. TQM cost-benefit comparisons. Priority setting in correcting defects. Success Strategies: Need for committed leadership. Overcoming resistance to change. Building multi-skilled TQM teams. Coordinating TQM processes. Setting up a work centered TQM project.