SEMESTER VII TOTAL QUALITY MANAGEMENT (Common to all branches) OBJECTIVE To understand the Total Quality Management concept

t and principles and the various tools available to achieve Total Quality Management. To understand the statistical approach for quality control. To create an awareness about the ISO and QS certification process and its need for the industries. 1. INTRODUCTION 9 Definition of Quality Dimensions of Quality Quality !lanning Quality costs " #nalysis Techniques for Quality $osts %asic concepts of Total Quality Management &istorical 'eview !rinciples of TQM (eadership ) $oncepts 'ole of Senior Management Quality $ouncil Quality Statements Strategic !lanning Deming !hilosophy %arriers to TQM Implementation. 2. TQM PRINCIPLES 9 $ustomer satisfaction ) $ustomer !erception of Quality $ustomer $omplaints Service Quality $ustomer 'etention *mployee Involvement ) Motivation *mpowerment Teams 'ecognition and 'eward !erformance #ppraisal %enefits $ontinuous !rocess Improvement ) +uran Trilogy !DS# $ycle ,S -ai.en Supplier !artnership ) !artnering sourcing Supplier Selection Supplier 'ating 'elationship Development !erformance Measures ) %asic $oncepts Strategy !erformance Measure. 3. STATISTICAL PROCESS CONTROL (SPC) 9 The seven tools of quality Statistical /undamentals ) Measures of central Tendency and Dispersion !opulation and Sample 0ormal $urve $ontrol $harts for variables and attributes !rocess capability $oncept of si1 sigma 0ew seven Management tools. 4. TQM TOOLS 9 %enchmar2ing ) 'easons to %enchmar2 %enchmar2ing !rocess Quality /unction Deployment 3Q/D4 ) &ouse of Quality Q/D !rocess %enefits Taguchi Quality (oss /unction Total !roductive Maintenance 3T!M4 ) $oncept Improvement 0eeds /M*# ) Stages of /M*#. 5. QUALITY SYSTEMS 0eed for ISO 5666 and Other Quality Systems ISO 566678666 Quality System ) *lements Implementation of Quality System Documentation Quality #uditing TS 9:5;5 ISO 9;666 ) $oncept 'equirements and %enefits. 9

TOTAL : 45 TE T BOO! 9. Dale &.%esterfiled et al. <Total Quality Management= !earson *ducation Inc. 866>. 3Indian reprint 866;4. IS%0 ?9"85@"68:6":. RE"ERENCES 9. +ames '.*vans A Billiam M.(idsay <The Management and $ontrol of Quality= 3,th *dition4 South"Bestern 3Thomson (earning4 8668 3IS%0 6">8;"6::?6",4. 8. /eigenbaum.#.C. <Total Quality Management= McDraw"&ill 9559. >. Oa2land.+.S. <Total Quality Management= %utterworth &cinemann (td. O1ford 95?5. ;. 0arayana C. and Sreenivasan 0.S. <Quality Management ) $oncepts and Tas2s= 0ew #ge International 955:. ,. Eeiri. <Total Quality Management for *ngineers= Bood &ead !ublishers 9559.