Total Quality Management

Introduction- Definition of quality, Dimensions of quality, Quality planning, Quality costs, Analysis techniques for quality cost. Basic concepts of total quality management – Historical review, Principles of TQM. Leadership – Concepts, Role of senior management. Quality council – Quality statements –Strategic planning – Deming philosophy – Barriers to TQM implementation.

TQM Principles-Customer satisfaction – Customer perception of quality – Customer complaints – Service quality –Customer retention – Employee involvement – Motivation, empowerment, teams, recognition and reward – Performance appraisal – Benefits – Continuous process improvement – Juran trilogy – PDSA cycle – 5S – Kaizen – Supplier partnership – Partnering – Sourcing – Supplier selection – Supplier rating – Relationship development – Performance measures – Basic concepts – Strategy –Performance measure.

Statistical Process Control-The seven tools of quality – Statistical fundamentals – Measures of central tendency and dispersion – Population and sample – Normal curve – Control charts for variables and attributes – Process capability – Concept of six sigma – New seven management tools.

TQM Tools- Benchmarking – Reasons to benchmark – Benchmarking process – Quality Function Deployment (QFD) – House of quality – QFD process – Benefits – Taguchi quality loss function – Total Productive Maintenance (TPM) – Concept – Improvement needs – FMEA – Stages of FMEA.

Quality Systems- Need for ISO 9000 and other quality systems – ISO 9000:2000 Quality system – Elements – Implementation of quality system – Documentation – Quality auditing – TS 16949 – ISO 14000 –Concept – Requirements and benefits.