Total Quality Management

GE3752

TOTAL QUALITY MANAGEMENT

COURSE OBJECTIVES:

• Teach the need for quality, its evolution, basic concepts, contribution of quality gurus, TQM framework, Barriers and Benefits of TQM.

• Explain the TQM Principles for application.

• Define the basics of Six Sigma and apply Traditional tools, New tools, Benchmarking and FMEA.

• Describe Taguchi's Quality Loss Function, Performance Measures and apply Techniques like QFD, TPM, COQ and BPR. Illustrate and apply QMS and EMS in any organization.

UNIT I

INTRODUCTION

Introduction - Need for quality - Evolution of quality - Definition of quality - Dimensions of product and service quality -Definition of TQM-- Basic concepts of TQM - Gurus of TQM (Brief introduction) -- TQM Framework- Barriers to TQM -Benefits of TQM.

UNIT II

TQM PRINCIPLES

Leadership - Deming Philosophy, Quality Council, Quality statements and Strategic planning- Customer Satisfaction -Customer Perception of Quality, Feedback, Customer complaints, Service Quality, Kano Model and Customer retention - Employee involvement - Motivation, Empowerment, Team and Teamwork, Recognition & Reward and Performance Appraisal-- Continuous process improvement -Juran Trilogy, PDSA cycle, 5S and Kaizen - Supplier partnership - Partnering, Supplier selection, Supplier Rating and Relationship development.

UNIT III

TQM TOOLS & TECHNIQUES I

The seven traditional tools of quality - New management tools - Six-sigma Process Capability-Bench marking - Reasons to benchmark, Benchmarking process, What to Bench Mark, Understanding Current Performance, Planning, Studying Others, Learning from the data, Using the findings, Pitfalls and Criticisms of Benchmarking - FMEA Intent, Documentation, Stages: Design FMEA and Process FMEA.

UNIT IV

TQM TOOLS & TECHNIQUES II

Quality circles Quality Function Deployment (QFD) Taguchi quality loss function - TPM Concepts, improvement needs - Performance measures- Cost of Quality - BPR.

UNIT V

QUALITY MANAGEMENT SYSTEM

Introduction-Benefits of ISO Registration-ISO 9000 Series of Standards-Sector-Specific Standards - AS 9100, TS16949 and TL 9000-- ISO 9001 Requirements-Implementation-Documentation- Internal Audits-Registration-ENVIRONMENTAL MANAGEMENT SYSTEM: Introduction-ISO 14000 Series Standards-Concepts of ISO 14001-Requirements of ISO 14001-Benefits of EMS.

TOTAL: 45 PERIODS

COURSE OUTCOMES:

CO1: Ability to apply TQM concepts in a selected enterprise.

CO2: Ability to apply TQM principles in a selected enterprise.

CO3: Ability to understand Six Sigma and apply Traditional tools, New tools, Benchmarking and FMEA.

CO4: Ability to understand Taguchi's Quality Loss Function, Performance Measures and apply QFD, TPM, COQ and BPR.

CO5: Ability to apply QMS and EMS in any organization.

TEXT BOOK:

1. Dale H.Besterfiled, Carol B.Michna, Glen H. Besterfield, Mary B.Sacre,Hemant Urdhwareshe and RashmiUrdhwareshe, "Total Quality Management", Pearson Education Asia, Revised Third Edition, Indian Reprint, Sixth Impression,2013.

REFERENCES:

1. Joel.E. Ross, "Total Quality Management - Text and Cases", Routledge.,2017.

2. Kiran.D.R, "Total Quality Management: Key concepts and case studies, Butterworth - Heinemann Ltd, 2016.

3. Oakland, J.S. "TQM Text with Cases", Butterworth-Heinemann Ltd., Oxford, Third Edition, 2003.

4. Suganthi,L and Anand Samuel, "Total Quality Management", Prentice Hall (India) Pvt. Ltd., 2006.