UNIT 1:
Introduction / Need for Quality
Evolution of quality-Definitions of quality
Dimensions of Product service Quality
Basic concepts of TQM and TQM Framework
Contributions of Juran and Crosby
Barriers to TQM - Quality statements
Customer focus - Customer orientation, Customer satisfaction
Customer complaints, Customer retention, Costs of quality
UNIT 2:
Continuous process Improvement -PDSA cycle
Employee involvement-Motivation-Empowerment
Continuous process Improvement -PDSA cycle
Strategic planning, Quality Councils
Team and Teamwork Quality circles
Leadership and types Leadership
Employee involvement-Motivation-Empowerment
Supplier Partnership-Partnering
UNIT 3:
The seven traditional tools of quality
Bench marking – Reason to Bench mark
Six sigma: Concepts and Methodology
Bench marking – Reason to Bench mark
The seven traditional tools of quality
Applications to Service Sector including IT
UNIT 4:
Total Productive Maintenance - Improvement Needs
Total Productive Maintenance – Concept
Taguchi - Quality Loss Function
Quality Function Deployment (QFD)
Total Productive Maintenance - Improvement Needs
Total Productive Maintenance - Performance measures
UNIT 5:
ISO 9001-2008 Quality System
Elements, Documentation, Quality Auditing
QS 9000 - ISO 14000 - Concepts, Requirements and Benefits
TQM Implementation in manufacturing and service sectors.
