Lecture Notes || SNS Courseware

Lecture Notes

UNIT 1:

Introduction - Need for quality

Evolution of quality - Definitions of quality

Dimensions of product and service quality

Basic concepts of TQM

TQM Framework

Barriers to TQM - Quality statements

Customer focus - Customer orientation, Customer satisfaction

Customer complaints, Customer retention - Costs of quality.

UNIT 2:

5S, Kaizen - Supplier partnership - Partnering

Continuous process improvement - PDCA cycle,

Leadership

Quality circles Recognition and Reward, Performance appraisal

Continuous process improvement - PDCA cycle,

Team and Teamwork,

UNIT 3:

The seven traditional tools of quality

New management tools

New management tools cont..

Bench marking

FMEA - Stages, Types.

FMEA - DOCUMENTTATION