UNIT 1:
Introduction - Need for quality
Evolution of quality - Definitions of quality
Dimensions of product and service quality
Basic concepts of TQM - TQM Framework
Basic concepts of TQM - TQM Framework
Barriers to TQM - Quality statements
Customer focus - Customer orientation
Customer retention - Costs of quality.
Customer retention - Costs of quality.
Customer satisfaction, Customer complaints,
Contributions of Deming, Juran and Crosby
UNIT 2:
Leadership - Strategic quality planning,
Quality Councils - Employee involvement
Quality circles Recognition and Reward,
Performance appraisal - Continuous process improvement
Supplier selection, Supplier Rating
Supplier partnership - Partnering
UNIT 3:
The seven traditional tools of quality
The seven traditional tools of quality
Six sigma: Concepts, Methodology,
applications to manufacturing, service sector including IT
UNIT 4:
Quality Function Development (QFD)
Taguchi quality loss function
UNIT 5:
REQUIREMENTS AND BENEFITS OF ISO
NEED FOR ISO 9000 AND ISO 9001
