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 - Barriers to TQM – Industrial Examples of Quality statements - Customer focus - Customer orientation, Customer satisfaction, Customer complaints, and Customer retention - Costs of quality.

Leadership - Strategic quality planning - Employee involvement and engagement initiatives in industries - Motivation, Empowerment, Team and Teamwork, Quality circles Recognition and Reward, Performance appraisal - Continuous process improvement - Case studies on 5S and Kaizen - Supplier partnership - Partnering, Supplier selection, Supplier Rating.

Statistical fundamentals – Measures of central Tendency and Dispersion - Population and Sample, Control Charts for variables and attributes, Industrial Examples. Process capability. 5’s Principles and Six Sigma Process – Case studies – New seven Management tools.

Benchmarking - Reason to benchmark, Best Practices and case studies of Benchmarking process - FMEA - Stages, Types. Quality Function Deployment (QFD) - House of Quality - Taguchi quality loss function - TPM - Concepts, improvement needs - Performance measures in various industries.

Need for ISO 9000 and Other Quality Systems - ISO 9001-2015 Quality System - Elements, Implementation of Quality System Documentation, Quality Auditing in industries - QS 9000 – BS-OHSAS 18001: 2007, ISO 20000, ISO 22000 IATF 16949: 2016, ISO 14001:2015, AS9100– Concept, Requirements and Benefits - Case studies