GE2022 TOTAL QUALITY MANAGEMENT class notes and last year university question paper
UNIT I INTRODUCTION 9
Introduction - Need for quality - Evolution of quality - Definition of quality - Dimensions of
manufacturing and service quality - Basic concepts of TQM - Definition of TQM - TQM Framework -
Contributions of Deming, Juran and Crosby - Barriers to TQM.
UNIT II TQM PRINCIPLES 9
Leadership - Strategic quality planning, Quality statements - Customer focus - Customer orientation, Customer satisfaction, Customer complaints, Customer retention - Employee involvement - Motivation, Empowerment, Team and Teamwork, Recognition and Reward,
Performance appraisal - Continuous process improvement - PDSA cycle, 5s, Kaizen - Supplier
partnership - Partnering, Supplier selection, Supplier Rating.
UNIT III TQM TOOLS & TECHNIQUES I 9
The seven traditional tools of quality - New management tools - Six-sigma: Concepts, methodology,
applications to manufacturing, service sector including IT - Bench marking - Reason to bench mark, Bench marking process - FMEA - Stages, Types.
UNIT IV TQM TOOLS & TECHNIQUES II 9
Quality circles - Quality Function Deployment (QFD) - Taguchi quality loss function - TPM - Concepts, improvement needs - Cost of Quality - Performance measures.
UNIT V QUALITY SYSTEMS 9
Need for ISO 9000- ISO 9000-2000 Quality System - Elements, Documentation, Quality auditing-
QS 9000 - ISO 14000 - Concepts, Requirements and Benefits - Case studies of TQM
implementation in manufacturing and service sectors including IT.
TOTAL : 45 PERIODS
TEXT BOOK
1. Dale H.Besterfiled, et at., "Total Quality Management", Pearson Education Asia,
Third Edition, Indian Reprint (2006).
UNIT I INTRODUCTION 9
Introduction - Need for quality - Evolution of quality - Definition of quality - Dimensions of
manufacturing and service quality - Basic concepts of TQM - Definition of TQM - TQM Framework -
Contributions of Deming, Juran and Crosby - Barriers to TQM.
UNIT II TQM PRINCIPLES 9
Leadership - Strategic quality planning, Quality statements - Customer focus - Customer orientation, Customer satisfaction, Customer complaints, Customer retention - Employee involvement - Motivation, Empowerment, Team and Teamwork, Recognition and Reward,
Performance appraisal - Continuous process improvement - PDSA cycle, 5s, Kaizen - Supplier
partnership - Partnering, Supplier selection, Supplier Rating.
UNIT III TQM TOOLS & TECHNIQUES I 9
The seven traditional tools of quality - New management tools - Six-sigma: Concepts, methodology,
applications to manufacturing, service sector including IT - Bench marking - Reason to bench mark, Bench marking process - FMEA - Stages, Types.
UNIT IV TQM TOOLS & TECHNIQUES II 9
Quality circles - Quality Function Deployment (QFD) - Taguchi quality loss function - TPM - Concepts, improvement needs - Cost of Quality - Performance measures.
UNIT V QUALITY SYSTEMS 9
Need for ISO 9000- ISO 9000-2000 Quality System - Elements, Documentation, Quality auditing-
QS 9000 - ISO 14000 - Concepts, Requirements and Benefits - Case studies of TQM
implementation in manufacturing and service sectors including IT.
TOTAL : 45 PERIODS
TEXT BOOK
1. Dale H.Besterfiled, et at., "Total Quality Management", Pearson Education Asia,
Third Edition, Indian Reprint (2006).
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