Total Quality Management

Learning Outcomes:

Outcome 1: Participants would have a fair understanding of three out of eight key elements of total quality management.

Outcome 2: Participants would be able to understand the effectiveness of quality management as a tool used for problem-solving and decision-making processes. 

By the end of this e-learning module, participants would be able to identify how ethics, integrity and teamwork work with total quality management in the workplace.


What is Total Quality Management?


Total Quality Management is a system of management based on the principle that every staff member must be committed to maintaining high standards of work in every aspect of a company's operations.

Eight key Elements of Total Quality Management

With Total Quality Management we have in total eight key elements; and these elements are as follows:

1. Ethics

2. Integrity

3. Trust

4. Training

5. Teamwork

6. Leadership

7. Recognition

8. Communication

However, because we would not have time to go over all these elements, I have chosen three out of the eight elements that we would be discussing for this learning module.

Three key elements





Ethics is the branch of knowledge that deals with moral principles. These principles range from our believes and values to our integrity, accountability, conduct and dedication at our workplace. 

Scenario multiple choice question

Mike is the CEO of Grange Consulting, a company that specializes in recruitment of manpower for the oil and gas industry. His company has been engaged by Ziak Oil company to recruit engineers to fill existing vacancies in the company. The HR manager of Ziak Oil company has approached Mike and asked him to recruit one of his relations into one of the positions. In return he will ensure that Grange Consulting retains the contract for recruitment for Ziak Oil company. What should Mike do?

  • Ensure that the HR managers relation is recruited
  • Decline the request
  • Decline the request and report to the CEO of Ziak Oil company

Fill In the Blank Question

Participants would be able to understand the effectiveness of quality managemen as a tool used for and process. 


Integrity is choosing your thoughts and actions based on values rather than personal gain.

Scenario multiple choice question

Joe is the purchasing officer in a company that manufactures textiles. He is responsible for the purchase of cotton on the key raw materials required for the manufacture of textiles. He has issued a tender inviting quotation from cotton suppliers. Jude is the sales manager of one of the supplier companies. Jude has invited Joe to an all expenses paid summer holiday at an expensive hotel in the next city. What should Joe do?

  • Accept the invitation
  • Decline the invitation
  • Decline the invitation and report to his supervisor


Team work is the process of making-decisions and problem-solving in the organization. Teams are greatly used in Total Quality Management. They are required to have roles within an organizations institution and work effectively towards promoting communication between employee and management.

Scenario multiple choice question

Mark is the leader of a team of four students conducting a study on how a small company that has had several problems with their labour union is managing industrial relations. They have read several materials about the HR practices in the company and have also held a number of interviews. They are now sitting in a brainstorming session to determine the root cause of the trade disputes. He discovers that one member of the team has remained quiet and has not contributed to the discussions. What should Mark do?

  • Ignore the silent member
  • Dismiss the silent member from the team
  • Ask leading questions that would make the silent member open up and contribute his ideas

multiple choice question

What are the eight key elements of Total Quality Management?

  • ethic, integrity, trust, training, teamwork, leadership, recognition, communication
  • integrity, style, training, development, organizational behaviour, ethics, recruitment, attitudes
  • teamwork, communication, e-learning, problem-solving, training, trust, ethics, asynchronous


Thanks for tuning in. Hope you enjoyed this e-leaning module like I did.