Course Description TQM principles and practices; leadership; customer satisfaction; employee involvement; continuous process improvement; supplier

partnership; performance measures; statistical process control; ISO 9000; benchmarking; quality function deployment; concurrent engineering; experimental design; Taguchis quality engineering; product liability Scope and Objectives For the student to be equipped with the skills and knowledge necessary to implement a successful TQM program in their company, an understanding of the history, purpose and fundamentals of TQM, the tools and techniques that can improve operations, product quality, process quality, customer satisfaction and employee involvement, and the various methods to assess progress of the TQM journey. Upon completion of this course, the students should be able to:

Identify principles of quality and process innovation and their impact on management strategy and practice; Have an introductory knowledge of quality tools and techniques; Apply Total Quality Management and Process Redesign/Innovation principles for competitive edge; Identify and prepare for difficulties in implementing change in organizations; and Manage complexities of managing and leading in a TQM environment.

Prescribed Text Book T.1 Besterfield, Dale H., Total Quality Management, Pearson Education, 3 rd Revised Edition, 2011.

Reference Book R1. R2. R3. Sharma D.D., Total Quality Management, Principles, Implementation & Cases, Sultan Chand & Sons, New Delhi, 2000 James R. Evans, Total Quality Management, Organization, and Strategy, Thomson, 4 th Ed., 2007. Besterfield, D.H., Quality Control, Pearson, 7th Ed., 2004.

MMVA ZG522 (Course Handout)

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Plan of Self Study Week Learning Objectives Topic Reference to Text Book No. 1 Definition, History, Introduction T1-Ch.1 Framework and Benefits of TQM 2 Characteristic and roles of a Leadership T1-Ch.2 successful quality leader 3 Voice of customer and Customer Satisfaction T1-Ch.3 retention of customer 4 Employee involvement, Employee Involvement T1-Ch.4 teamwork, performance appraisal and rewards 5 Juran Trilogy, PDSA, Continuous Process T1-Ch.5 Kaizen, Six-sigma Improvement 6 Selection, certification and Supplier Partnership T1-Ch.6 rating of suppliers 7 Quality costs, Malcolm Performance Measures T1-Ch.7 Baldrige National Quality Award, benchmarking 8 Spider chart and comparison Benchmarking T1-Ch.8 with competitors products 9 Review Session Syllabus for Mid Semester Test (Closed Book): Topics in Week No. 1 to 9 10 ISO 9000+ certifications, Quality Management T1-Ch.10 quality audits Systems 11 ISO14000+ certifications, Environmental Management T1-Ch.11 System 12 Voice of customer, house of Quality Function T1-Ch.12 quality Deployment 13 Rationale and methods Quality by Design T1-Ch.13 14 Methodology and Failure Mode and Effect T1-Ch.14 documentation Analysis 15 Liability laws and defense Products Liability T1-Ch.15 16 Affinity diagram, Management Tools T1-Ch.17 interrelations digraph, tree and matrix diagrams 17 Charts and techniques for Statistical Process Control T1-Ch.18 statistical process control 18 Review Session Syllabus for Comprehensive Exam.(Open Book): All Topics given in Plan of Self Study Evaluation Scheme: EC No. EC-1 EC-2 EC-3 EC-4 Evaluation Component & Type of Examination Assignment-I Assignment II Mid-Semester Test (Closed Book)* Comprehensive Exam (Open Book)* Duration * * 2 Hours 3 Hours Weightage 10% 10% 30% 50% Day, Date, Session,Time 30/09/2013 31/10/2013 Saturday, 14/09/2013 (FN)* 10 AM 12 Noon Saturday, 16/11/2013 (FN)* 9 AM 12 Noon

MMVA ZG522 (Course Handout) * Legend: AN: AfterNoon Session;

First Semester 2013-2014

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FN: ForeNoon Session

Closed Book Test: No reference material of any kind will be permitted inside the exam hall. Open Book Exam: Use of any printed / written reference material (books and notebooks) will be permitted inside the exam hall. Loose sheets of paper will not be permitted. Computers of any kind will not be allowed inside the exam hall. Use of calculators will be allowed in all exams. No exchange of any material will be allowed. Instructor-in-Charges