September 15 


Mastering Excellence: Unveiling the Power of Total Quality Management


Total Quality Management (TQM) is a comprehensive and strategic approach to managing an organization with the goal of continuously improving the quality of its products, services, and processes. It involves a company-wide commitment to excellence, customer satisfaction, and ongoing enhancement of all aspects of operations.

The masterclass is about applying the principles of TQM to operating Slot Machines in a land-based casino environment.

It starts with explaining the different layers in a Total Quality Management System (TQM); from Mission and goal setting, via the Processes involved, to Standard Operating Procedures and Instructions to Output Documents.

In short: what is it that you promise your customers, employees and shareholders, and can you PROVE that you are doing the things you should be doing to achieve that promise?

• If you promise the shareholders a maximum return on their investment, can you prove that you are indeed doing the things you should be doing to maximize the result?

• If you promise your customers that you understand that different types of customers have different expectations, can you prove that you are indeed giving different types of customers a different experience?

• If you promise staff that you will ensure their motivation, can you prove that you are indeed doing the things you should be doing to keep staff motivated?

Lucien has advised many different sized land-based casinos and slot Operations. The TQM approach is a central element in his consultancy work. WHY are you doing the things you do, considering the goal, and can you prove that WHAT you do and HOW you do it, helps to achieve that goal?

His insights and examples will help you to be more efficient and effective in operating your land-based gambling units.

Saturday, September 16, 15:00

The Biltmore Hotel Tbilisi, II floor, Meeting Room #3

General Partner:

Grand Bellagio Casino – General Partner of Tbilisi Gaming Fest 2023

Main Sponsor:

IGT – Main Sponsor of TGF 2023


Otium Casino



Ajarian Casinos Association

Electronic Gaming Academy


Media Partners:

Casino Life Magazine Logo

Gaming Post

Times of Casino

Gaming Insider Telegram Channel


Casino Batumi


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