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TOTAL QUALITY MANAGEMENT:

School of Business Management, NMIMS University MBA Core- IInd year, Trimester-IInd,
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Professor:
Name: Dr.P.N.Mukherjee, Email: pnmukherjee@nmims.edu
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Course Objectives:
To familiarize students on the following: (a) The concepts and application of Total Quality Management. (b) The Strategic relevance of Total Quality Management in contemporary Business environment. (c) Simulation and application of Total Quality Management in various Industrial and Service sectors. (d) The application of Total Quality Management and creation of world class Management system in current highly competitive global business scenario.

Evaluation Criteria (in %)


Final Examination Group assignment and presentation Continuous evaluation Quiz Total S.No 1 2 3 4 5 6 50% 30% 10% 10% 100% Topic
Introduction to the concept of Quality and Total Quality Management. Understanding the concept of Process approach and its application to Manufacturing & Service sector. Objectives of a world class Organization. Concept of Customer Satisfaction & ROI, TQM as a tool to create competitive advantage. Balance Score card. Demings P-D-C-A cycle, Concept of Horizontal Quality Thinking and internal customer orientation. Departmental functions in a world class organization. Elaboration on Total Quality Management. World competition in Quality. Eight Characteristics of a world class organization., the evolution of TQM from inspection to Quality Assurance to Total quality Control to TQM. Various definitions related to TQM. The eight building blocks of TQM, TQM and world class management system. Eleven steps to create a world class organization. Prerequisites for the success of the TQM. Workshop on how to create a world class organization using TQM methodology

7 8 9 & 10 11 12 13 14 15 16 17 18 19

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The Cost of poor quality and Cost of Quality. Quality Management System Standardization- ISO 9000:2001, its concepts, benefits and method of implementation, eight basic principles for formulation of ISO 9000 standard, ISO 14001:2004 and OSHAS 18001:2007 Learning from contemporary management Gurus like Edward Deming, Joseph Juran, Philip Crosby, Kaoro Ishikawa, Feignbaum, Goldratt, Masaaki Imai, Taichii Ohno, Sheigo Shingo etc. Japanese 3M practice- Muri, Mura and Muda. Lean Management. 5S of House keeping. Case study of TQM. Quality Awards and certification for WCM MBNQA, EQA and Deming Award. Theory of Holistic management for world class performance excellence. Quality Circles and seven universal tools of Quality circle/ TQC. Kaizen Gemba- a modified version of Quality Circle. Case study of implementation in a manufacturing industry Dr. Jurans triology and JQI. Simulation of TQM implementation in creating a world class organization. Six Sigma- its concepts, problem solving techniques, DMAIC & DMADV and it application. Case simulation on Six Sigma application in a banking Industry. Bench Marking. Business Process Re-engineering. Presentation by the students on their Group Projects of peer learning.

References:
1. 2. 3. 4. 5. 6. Total Quality Management by |Dr. P.N.Mukherjee. Quality Control Handbook by Dr. Joseph Juran. Managing for Total Quality by N. Logothetis. Quality without tears by Phillip Crosby. Kaizen- key to Japans competitive success by Maasaki Imai. Total Quality Management by D. Besterfield.
CHAIRPERSON-Operation.

Dr. P.N.MUKHERJEE. FACULTY.

CHAIRPERSON-CORE MBA/DIRECTOR- FB & Ent.

DEAN - SBM