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 - Costs of quality.
Leadership - Strategic quality planning - Employee involvement and engagement initiatives in
industries - Motivation, Empowerment, Team and Teamwork, Quality circles Recognition and
Reward, Performance appraisal - Continuous process improvement - Case studies on 5S and Kaizen
- Supplier partnership - Partnering, Supplier selection, Supplier Rating.
STATISTICAL PROCESS CONTROL (SPC)
Statistical fundamentals – Measures of central Tendency and Dispersion - Population and Sample,
Control Charts for variables and attributes, Industrial Examples. Process capability. 5‘s Principles
and Six Sigma Process – Case studies – New seven Management tools.
Benchmarking - Reason to benchmark, Best Practices and case studies of Benchmarking process -
FMEA - Stages, Types. Quality Function Deployment (QFD) - House of Quality - Taguchi quality
loss function - TPM - Concepts, improvement needs - Performance measures in various industries.
Need for ISO 9000 and Other Quality Systems - ISO 9001-2015 Quality System - Elements,
Implementation of Quality System Documentation, Quality Auditing in industries - QS 9000 – BS-
OHSAS 18001: 2007, ISO 20000, ISO 22000 IATF 16949: 2016, ISO 14001:2015, AS9100–
Concept, Requirements and Benefits - Case studies.
Reference Book:
1. Suganthi.L and Anand Samuel, "Total Quality Management", Prentice Hall (India) Pvt. Ltd., 2010.
2. James R. Evans and William M. Lindsay, "The Management and Control of Quality", 8th Edition,
First Indian Edition, Cengage Learning, 2012.
3. Janakiraman. B and Gopal .R.K., "Total Quality Management - Text and Cases", Prentice Hall
(India) Pvt. Ltd., 2016.
4. Dr S. Kumar, ―Total Quality Management‖, Laxmi Publications Ltd., New Delhi 2006.
5. P. N. Muherjee, ―Total Quality Management‖, Prentice Hall of India, New Delhi, 2015.
Text Book:
1. Dale H. Besterfiled, "Total Quality Management", Third Edition, Pearson Education Asia, Indian
Reprint, 2016.
2. Subburaj Ramasamy ―Total Quality Management‖ Tata Mcg raw hill edition, 2015.
