Total Quality Management

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TOTAL QUALITY MANAGEMENT www.eiilmuniversity.ac.in Subject: TOTAL QUALITY MANAGEMENT SYLLABUS Credit: 4 Basic TQM Concepts Introduction; Development of the Importance of Quality Management; Quality and Public; Factors Affecting Quality; Total Quality Management: Introduction and Principles. TQM Philosophies Approach to Quality: Deming, Juran, Crosby, Kaizen, Shigeo Shingo, Ishikawa, Taguchi. Concept of Quality Circles Objective; Process of Operation of Quality Circles; Using the Concept; Fish Bone; Application in Organization Six Sigma Introductions; Deviation and Standard Deviation; Phases and Defective Units of Six Sigma; Its Importance; Overview of Master Black and Green Belt Leadership Definition; Characteristics of Quality Leaders; Leadership Concepts; Role of TQM Leaders Customer Satisfaction Introduction; Customer Perception of Quality; Feedback; Service Quality; Customer Retention Performance Measures Quality Costs; Basic Concepts; Performance Measure Presentation; Appraisal Cost Category; Collection and Reporting; Analysis; Deming Prize; MBNQA Tools and Techniques Pareto and Process Flow Diagram; Check Sheets and Histograms; Quality Function Deployment; QFD – Team; Design of Experiments; Control Charts; Quality Management Systems; Bench Marking Case Studies Changing Company Culture; Xerox Corporation – Using TQM as a Competitive Strategy; Motorola’s Secret to TQC; Motorola’s Quest for Quality Suggested Reading: 1. Total Quality Management by Dale H. Besterfield and others, Publisher: Prentice Hall Publishing House. 2. Managing of Total Quality by N, Logothetis, Publisher: Prentice Hall of India Private Limited 3. A Management Guide to Quality and Productivity by J. Bicheno and M. R Gopalan, Publisher: WileyDreamtech, New Delhi 4. Janakiraman, B and Gopal, R.K, “Total Quality Management – Text and Cases”, Prentice Hall (India) Pvt. Ltd.,

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