UNIT 1:
Introduction - Need for quality - Evolution of quality
Definitions of quality & Dimensions of product and service quality
Basic concepts of TQM - TQM Framework
Contributions of Deming, Juran and Crosby
Industrial Examples of Quality statements
Customer focus - Customer orientation
Customer satisfaction, Customer complaints
Customer retention - Costs of quality.
UNIT 2:
Leadership - Strategic quality planning
Continuous process improvement
Supplier partnership - Partnering, Supplier selection, Supplier Rating.
Quality circles Recognition and Reward
Employee involvement and engagement initiatives in industries
Motivation, Empowerment, Team and Teamwork
UNIT 3:
New seven Management tools
Population and Sample, Control Charts for variables and attribute
Measures of central Tendency and Dispersion
Case studies on Industrial Examples. Process capability
UNIT 4:
Benchmarking - Reason to benchmark
Quality Function Deployment (QFD
Taguchi quality loss function
Performance measures in various industries
TPM - Concepts, improvement needs
Best Practices and case studies of Benchmarking process
UNIT 5:
Need for ISO 9000 and Other Quality Systems
ISO 9001-2015 Quality System - Elements
AS9100– Concept, Requirements and Benefits
