– by Noluthando Makhaza
In order to achieve greater consistency in the activities involved in providing products or services, it is extremely crucial for companies to adopt total quality management systems that will enhance productivity and in return improve customer satisfaction. Accordingly, the Senior Management of the City of uMhlathuze Local Municipality recently embarked on a training journey in order to reinforce quality processes within their various departments. This 5-day Total Quality Management (TQM) programme was customised and facilitated by UKZN Extended Learning (UEL).
Facilitating this programme was three of our influential academics, Dr Mogie Subban, Mr Kishan Singh and Ms Devi Munien. Linking TQM to the public sector, the programmes’s key focus areas included topics such as Defining TQM, Principles of TQM, Techniques used in TQM, Implementing TQM as well the Benefits of TQM. Some of the benefits of TQM, when applied consistently and effectively, include reducing expensive mistakes; increasing efficiency by improving the use of time and resources; improving customer satisfaction; assisting to market your business more effectively and exploiting new market sectors and territories.
Sharing their thoughts and experiences with us, delegates stated that the programme was very educational, motivational and inspiring. “I learned so much about customer satisfaction and quality in terms of service in the public sector. TQM is the best course for any employee charged with the responsibility especially in management positions” – stated a satisfied municipal member.
For more info on our custom programmes and how we can customise a programme for you, please click here.