GE2022 TOTAL QUALITY MANAGEMENT

GE2022 TOTAL QUALITY MANAGEMENT L T P C

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UNIT I INTRODUCTION 9

Introduction - Need for quality - Evolution of quality - Definition of quality - Dimensions of

manufacturing and service quality - Basic concepts of TQM - Definition of TQM – TQM

Framework - Contributions of Deming, Juran and Crosby – Barriers to TQM.

UNIT II TQM PRINCIPLES 9

Leadership – Strategic quality planning, Quality statements - Customer focus –

Customer orientation, Customer satisfaction, Customer complaints, Customer retention -

Employee involvement – Motivation, Empowerment, Team and Teamwork, Recognition

and Reward, Performance appraisal - Continuous process improvement – PDSA cycle,

5s, Kaizen - Supplier partnership – Partnering, Supplier selection, Supplier Rating.

UNIT III TQM TOOLS & TECHNIQUES I 9

The seven traditional tools of quality – New management tools – Six-sigma: Concepts,

methodology, applications to manufacturing, service sector including IT – Bench marking

– Reason to bench mark, Bench marking process – FMEA – Stages, Types.

UNIT IV TQM TOOLS & TECHNIQUES II 9

Quality circles – Quality Function Deployment (QFD) – Taguchi quality loss function –

TPM – Concepts, improvement needs – Cost of Quality – Performance measures.

UNIT V QUALITY SYSTEMS 9

Need for ISO 9000- ISO 9000-2000 Quality System – Elements, Documentation, Quality

auditing- QS 9000 – ISO 14000 – Concepts, Requirements and Benefits – Case studies

of TQM implementation in manufacturing and service sectors including IT.

TOTAL= 45 PERIODS

TEXT BOOK

1. Dale H.Besterfiled, et at., “Total Quality Management”, Pearson Education Asia, 3

rd

Edition, Indian Reprint (2006).

REFERENCES

1. James R. Evans and William M. Lindsay, “The Management and Control of Quality”,

6

2. Oakland, J.S., “TQM – Text with Cases”, Butterworth – Heinemann Ltd., Oxford, 3

th Edition, South-Western (Thomson Learning), 2005.rd

Edition, 2003.

3. Suganthi,L and Anand Samuel, “Total Quality Management”, Prentice Hall (India)

Pvt. Ltd.,2006.

4. Janakiraman, B and Gopal, R.K, “Total Quality Management – Text and Cases”,

Prentice Hall (India) Pvt. Ltd., 2006.