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Quest Training

Total Quality Management for Government & Public Sector Training Course

Aligns quality management with government priorities and citizen expectations, helping public bodies assess services and build a culture of improvement.

TQM · Total Quality ManagementAll Levels#2711ClassroomEnglish , Arabic
Duration
5 Days
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Free substitution at any time · 30+ days' notice: full refund minus 10%. Cancellation policy

Sectors:Quality Management & Operational ExcellenceCategories:Total Quality Management

Course Overview

The Total Quality Management for Government & Public Sector Training Course equips government professionals with the principles, frameworks, and practical tools required to improve public service quality, enhance institutional performance, and promote a culture of continuous improvement. The course focuses on aligning quality management practices with government priorities, citizen expectations, and public sector performance objectives. Participants explore quality management principles, process optimization, performance measurement, service excellence, risk management, and evidence-based decision-making. The programme emphasizes identifying service gaps, reducing administrative inefficiencies, improving procedural consistency, and strengthening accountability and transparency across government departments. Through practical exercises and public sector case studies, participants learn how to design quality improvement initiatives, establish meaningful performance indicators, engage employees and stakeholders, and sustain improvements in service delivery. The course supports government entities seeking to enhance operational efficiency, strengthen institutional capabilities, and deliver reliable, citizen-focused services.

Learning Objectives

  • Explain the principles and strategic importance of Total Quality Management in government.
  • Align quality management initiatives with government strategies and institutional priorities.
  • Evaluate public services and administrative processes to identify improvement opportunities.
  • Develop measurable quality indicators and performance standards for government services.
  • Apply root cause analysis to address recurring service delivery problems.
  • Improve administrative workflows and reduce unnecessary procedures and delays.
  • Strengthen accountability, transparency, and consistency in service delivery.
  • Apply continuous improvement methods to government operations.
  • Promote employee engagement and cross-departmental collaboration.
  • Develop an actionable quality improvement plan for a government entity.

Who Should Attend

This course is designed for government executives, department directors, public sector managers, quality assurance professionals, institutional excellence specialists, strategic planning officers, performance management teams, and administrative supervisors responsible for improving public services and organizational effectiveness. It is also suitable for professionals working in ministries, municipalities, regulatory authorities, public service agencies, government-owned organizations, and other public institutions seeking to strengthen quality systems, improve citizen satisfaction, optimize resources, and support institutional development.

Learning Outcomes

  • By the end of the course, participants will be able to:
  • Assess government services using Total Quality Management principles.
  • Identify gaps between service standards and actual performance.
  • Develop quality indicators aligned with institutional objectives.
  • Analyze administrative problems using structured root cause analysis.
  • Apply process improvement tools to reduce delays and unnecessary activities.
  • Evaluate service performance using operational data and measurable indicators.
  • Improve coordination between departments and service delivery teams.
  • Incorporate citizen feedback into quality improvement initiatives.
  • Establish monitoring mechanisms to evaluate the effectiveness of improvement actions.
  • Prepare a structured implementation plan to sustain quality improvements.

Course Outline

Day 1

Fundamentals of Total Quality Management in Government

  • Introduction to Total Quality Management and its development.
  • Core TQM principles and their relevance to public administration.
  • Quality management leadership and institutional responsibility.
  • Citizen-focused service delivery and public value.
  • Quality assurance, performance standards, and continuous improvement.
  • Building a culture of accountability and service excellence.
  • Practical exercise: Assess quality challenges within a selected government service.
Day 2

Public Service Quality Measurement and Performance Management

  • Defining quality standards for government services.
  • Developing key performance indicators for public sector operations.
  • Measuring service accessibility, responsiveness, accuracy, and timeliness.
  • Evaluating citizen satisfaction and stakeholder feedback.
  • Data collection, analysis, and performance reporting.
  • Using performance dashboards to support management decisions.
  • Practical exercise: Develop a quality measurement framework for a government department.
Day 3

Process Improvement and Administrative Efficiency

  • Mapping administrative processes and identifying service bottlenecks.
  • Reviewing procedures to identify duplication and unnecessary steps.
  • Applying Lean principles to reduce waste in government operations.
  • Standardizing workflows and improving procedural consistency.
  • Root cause analysis using the Five Whys and fishbone diagram.
  • Designing corrective and preventive actions.
  • Practical exercise: Analyze an administrative process and develop a streamlined alternative.
Day 4

Risk Management, Accountability, and Continuous Improvement

  • Identifying quality risks in public services and administrative operations.
  • Strengthening accountability and transparency in quality management.
  • Managing service errors, complaints, and recurring performance issues.
  • Applying the Plan–Do–Check–Act (PDCA) cycle.
  • Establishing corrective action tracking and performance reviews.
  • Engaging employees and stakeholders in improvement initiatives.
  • Practical exercise: Develop an improvement plan to address a recurring public service problem.
Day 5

Implementing and Sustaining Quality Excellence

  • Developing a government quality improvement strategy.
  • Setting priorities, objectives, responsibilities, and implementation timelines.
  • Managing organizational change and overcoming resistance.
  • Integrating quality objectives into departmental plans and operational procedures.
  • Monitoring results and evaluating the impact of improvement initiatives.
  • Establishing mechanisms for continuous learning and institutional knowledge sharing.
  • Final workshop: Prepare a government quality improvement action plan covering objectives, performance indicators, process improvements, responsibilities, implementation milestones, and monitoring arrangements.

Upcoming Dates

Selected date

Kuala Lumpur · 26 – 30 Apr 2027 · Classroom

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CityDatesPrice per ParticipantEarly Bird
LisbonScheduled
2 – 6 Nov 2026€5,400—
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LondonScheduled
9 – 13 Nov 2026€5,600—
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MadinahScheduled
16 – 20 Nov 2026€4,200—
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MadridScheduled
23 – 27 Nov 2026€5,400€4,860until 2 Nov
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MakkahScheduled
30 Nov – 4 Dec 2026€4,200€3,780until 9 Nov
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ManamaScheduled
7 – 11 Dec 2026€4,700€4,230until 16 Nov
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MarbellaScheduled
7 – 11 Dec 2026€5,400€4,860until 16 Nov
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MilanScheduled
14 – 18 Dec 2026€6,000€5,400until 23 Nov
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OnlineScheduled
20 – 24 Dec 2026€1,700€1,530until 30 Nov
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ParisScheduled
28 Dec 2026 – 1 Jan 2027€5,700€5,130until 7 Dec
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RiyadhScheduled
4 – 8 Jan 2027€4,200€3,780until 14 Dec
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RomeScheduled
11 – 15 Jan 2027€5,800€5,220until 21 Dec
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Sharm El-SheikhScheduled
18 – 22 Jan 2027€4,300€3,870until 28 Dec
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SalalahScheduled
18 – 22 Jan 2027€5,300€4,770until 28 Dec
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SingaporeScheduled
25 – 29 Jan 2027€6,700€6,030until 4 Jan
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ViennaScheduled
1 – 5 Feb 2027€5,700€5,130until 11 Jan
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AmmanScheduled
7 – 11 Feb 2027€3,100€2,790until 18 Jan
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AmsterdamScheduled
15 – 19 Feb 2027€5,400€4,860until 25 Jan
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BakuScheduled
22 – 26 Feb 2027€4,800€4,320until 1 Feb
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BarcelonaScheduled
1 – 5 Mar 2027€5,400€4,860until 8 Feb
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BerlinScheduled
8 – 12 Mar 2027€5,800€5,220until 15 Feb
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CairoScheduled
8 – 12 Mar 2027€3,300€2,970until 15 Feb
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CasablancaScheduled
15 – 19 Mar 2027€4,300€3,870until 22 Feb
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DammamScheduled
22 – 26 Mar 2027€4,200€3,780until 1 Mar
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DohaScheduled
29 Mar – 2 Apr 2027€4,400€3,960until 8 Mar
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DubaiScheduled
4 – 8 Apr 2027€4,400€3,960until 15 Mar
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GenevaScheduled
12 – 16 Apr 2027€6,300€5,670until 22 Mar
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IstanbulScheduled
19 – 23 Apr 2027€4,700€4,230until 29 Mar
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JeddahScheduled
25 – 29 Apr 2027€4,200€3,780until 5 Apr
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Kuala LumpurScheduled
26 – 30 Apr 2027€4,400€3,960until 5 Apr
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Available in: Istanbul · Dubai · London · Riyadh · Doha · Amsterdam

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