UNIT 1:
Introduction of TQM, Need for quality - Evolution of quality
Definition of quality - Dimensions of Product & Service Quality
TQM Framework – Barriers to TQM
Contributions of Deming, Juran and Crosby
Contributions of Deming, Juran and Crosby
Industrial Examples of Quality statements
Customer Focus and Customer orientation, Customer satisfaction
Customer complaints, and Customer retention - Costs of quality
UNIT 2:
Leadership – Strategic quality planning
Employee involvement and engagement initiatives in industries
Employee involvement and engagement initiatives in industries
Motivation, Empowerment, Team and Teamwork
Continuous process improvement
Case studies on 5S and Kaizen
UNIT 3:
Measures of central Tendency & Dispersion
Control Charts for variables and attributes
New seven Management tools
UNIT 4:
Bench marking – Reason to benchmark, Best Practices and case studies of Bench marking process
Quality Function Deployment (QFD)
House of Quality, Taguchi Quality Loss Function
Total Productive Maintenance- Concepts, improvement needs
Performance measures in various industries
UNIT 5:
Need for ISO 9000 and Other Quality Systems
Need for ISO 9000 and Other Quality Systems
Elements, Implementation of Quality System Documentation
Quality Auditing in industries
QS 9000 – BS-OHSAS 18001: 2007, ISO 20000
AS9100– Concept, Requirements and Benefits