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MG1401 TOTAL QUALITY MANAGEMENT 3 0 0 100
(Common to all branches)
OBJECTIVE
• To understand the Total Quality Management concept and principles and the various tools available to achieve Total Quality Management.
• To understand the statistical approach for quality control.
• To create an awareness about the ISO and QS certification process and its need for the industries.
1. INTRODUCTION 9
Definition of Quality, Dimensions of Quality, Quality Planning, Quality costs - Analysis Techniques for Quality Costs, Basic concepts of Total Quality Management, Historical Review, Principles of TQM, Leadership – Concepts, Role of Senior Management, Quality Council, Quality Statements, Strategic Planning, Deming Philosophy, Barriers to TQM Implementation.
2. TQM PRINCIPLES 9
Customer satisfaction – Customer Perception of Quality, Customer Complaints, Service Quality, Customer Retention, Employee Involvement – Motivation, Empowerment, Teams, Recognition and Reward, Performance Appraisal, Benefits, Continuous Process Improvement – Juran Trilogy, PDSA Cycle, 5S, Kaizen, Supplier Partnership – Partnering, sourcing, Supplier Selection, Supplier Rating, Relationship Development, Performance Measures – Basic Concepts, Strategy, Performance Measure.
3. STATISTICAL PROCESS CONTROL (SPC) 9
The seven tools of quality, Statistical Fundamentals – Measures of central Tendency and Dispersion, Population and Sample, Normal Curve, Control Charts for variables and attributes, Process capability, Concept of six sigma, New seven Management tools.
4. TQM TOOLS 9
Benchmarking – Reasons to Benchmark, Benchmarking Process, Quality Function Deployment (QFD) – House of Quality, QFD Process, Benefits, Taguchi Quality Loss Function, Total Productive Maintenance (TPM) – Concept, Improvement Needs, FMEA – Stages of FMEA.
5. QUALITY SYSTEMS 9
Need for ISO 9000 and Other Quality Systems, ISO 9000:2000 Quality System – Elements, Implementation of Quality System, Documentation, Quality Auditing, TS 16949, ISO 14000 – Concept, Requirements and Benefits.
TOTAL : 45
TEXT BOOK
1. Dale H.Besterfiled, et al., “Total Quality Management”, Pearson Education, Inc. 2003. (Indian reprint 2004). ISBN 81-297-0260-6.
REFERENCES
1. James R.Evans & William M.Lidsay, “The Management and Control of Quality”, (5th Edition), South-Western (Thomson Learning), 2002 (ISBN 0-324-06680-5).
2. Feigenbaum.A.V. “Total Quality Management”, McGraw-Hill, 1991.
3. Oakland.J.S. “Total Quality Management”, Butterworth Hcinemann Ltd., Oxford, 1989.
4. Narayana V. and Sreenivasan, N.S. “Quality Management – Concepts and Tasks”, New Age International 1996.
5. Zeiri. “Total Quality Management for Engineers”, Wood Head Publishers, 1991.
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