MG1301 – TOTAL QUALITY MANAGEMENT

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MG1301  –   TOTAL QUALITY MANAGEMENT
(Common to all branches)
L    T    P    C
3     0     0    3
UNIT I            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.

UNIT II           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.

UNIT III           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. 
  
UNIT IV          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.

UNIT V           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 BOOKS
1.        Besterfiled, D.H., “Total Quality Management”, Pearson Education, Inc. 2003.
2.        Evans,  J.R.  and  Lidsay,  W.M.,  “The  Management  and  Control  of  Quality”,  5th
Edition, Thomson Learning, 2002.

REFERENCES
1.        Feigenbaum, A.V., “Total Quality Management, McGraw Hill, 1991.
2.        Oakland, J.S., “Total Quality Management Butterworth, Hcinemann Ltd., 1989.
3.        Narayana, V. and Sreenivasan, N.S., “Quality Management Concepts and Tasks”,
New Age International, 1996.
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