UNIT 1:
1. Introduction - Need for quality - Evolution of quality - Definitions of quality
Dimensions of product and service quality
Dimensions of product and service quality
Basic concepts of TQM – TQM Framework
Basic concepts of TQM – TQM Framework
Contributions of Deming, Juran and Crosby
Industrial Examples of Quality statements
Customer focus - Customer orientation
Customer retention - Costs of quality
Customer satisfaction, Customer complaints,
UNIT 2:
1. Leadership - Strategic quality planning
1. Leadership - Strategic quality planning
2. Employee involvement and engagement initiatives in industries
Employee involvement and engagement initiatives in industries
Team and Teamwork, Quality circles
Team and Teamwork, Quality circles
5. Recognition and Reward, Performance appraisal
Continuous process improvement
Case studies on 5S and Kaizen
Supplier partnership - Partnering
Supplier selection, Supplier Rating.
