UNIT 1:
Introduction - Need for quality
Evolution of quality - Definitions of quality
Dimensions of product and service quality
Basic concepts of TQM - TQM Framework
Contributions of Deming, Juran and Crosby- Barriers to TQM
Industrial Examples of Quality statements
Customer focus - Customer orientation
Customer satisfaction, Customer complaints, and Customer retention
UNIT 2:
Leadership - Strategic quality planning
Employee involvement and engagement initiatives in industries
Motivation, Empowerment, Team and Teamwork
Quality circles Recognition and Reward
Continuous process improvement
Case studies on 5S and Kaizen
Supplier partnership- Partnering
Supplier selection, Supplier Rating.
UNIT 3:
Six Sigma Process – Case studies
Measures of central Tendency and Dispersion
Control Charts for variables and attributes
New seven Management tools.
UNIT 4:
Reason to benchmark, Best Practices
Case studies of Benchmarking process
Quality Function Deployment
Taguchi quality loss function
TPM - Concepts, improvement needs
Performance measures in various industries
UNIT 5:
Need for ISO 9000 and Other Quality Systems
ISO 9001-2015 Quality System
Elements, Implementation of Quality System Documentation
Quality Auditing in industries
ISO 20000, ISO 22000 IATF 16949: 2016
AS9100– Concept, Requirements and Benefits - Case studies
