Birla Institute of Technology & Science, Pilani

Work Integrated Learning Programmes Division

Total Quality Management
Digital Learning Handout

Course Title Total Quality Management

Course No(s) MBA ZG522 / MM ZG522 / QM ZG532
Credit Units 4
Credit Model
Instructor-In-Charge Rajiv Gupta
Version Number
Date

Course Objectives:
 To familiarize students with the evolution of quality with a focus on customer satisfaction
 To create an understanding of the different approaches to quality management, along with a
familiarization with quality gurus and their work
 To develop an appreciation for the cost of quality and the issues with measurement
 To familiarize students with tools of quality management and control, including statistical process
control
 To introduce students to concepts of experimental design
 To create an understanding of quality management systems and certification

Text Book(s):
T1 Besterfield, Dale H., Total Quality Management, Pearson Education, 4th Revised Edition, 2015.

Reference Book(s) & other resources:

R1 Deming, W. E., The New Economics For Industry, Government, Education, 2nd ed., MIT Press,
1994
R2 Scholtes, Peter, R., The Leader’s Handbook, Tata-McGraw-Hill, 1997

LEARNING OUTCOMES

LO1 Identify aspects of quality and the role of customers in defining quality

LO2 Have an introductory knowledge of quality tools and techniques

LO3 Describe the contributions of gurus like Deming, Juran, etc. to quality improvement;

LO4 Analyse processes for the purposes of improving them using simple tools
LO5 Describe steps in Quality Function Deployment and Failure Mode Error Analysis

LO6 Discuss the importance of quality management systems

LO7 Construct and interpret statistical control charts for variables and attributes

LO8 Design simple experiments for analysing effects of factors on system outputs

Experiential Learning Components:

1. Lab work: None.
2. Project work: None.
3. Case study: Case to be discussed in class
4. Work integrated Learning Exercise: None.
5. Design work/Field work: Term paper

Content Structure: Schedule of Recorded Lectures

Contact Hour List of Topic Title Sub-Topics Reference

 Definition, T1-Ch.1
1-2 Introduction  History,
 Framework and Benefits of TQM
 Characteristic and roles of a T1-Ch.2
3-4 Leadership successful quality leader,
 Vision and Mission
 Deming’s System of Profound Class Notes
5-6 Deming and Quality Knowledge, and R1
 Deming’s 14 points
 Systems, T1-Ch.3
 Customer focus,
Customer Satisfaction
7-8  Understanding who is the
Customer,
 Voice of Customer
 Processes, Problem Solving, T1-Ch.5
 Juran Trilogy,
9-10 Problem Solving  PDSA,
 Kaizen,
 Six-sigma
 Process Improvement, T1-Ch.5,
 Managing Change, Ch.7
11-12 Process Improvement
 Performance Measures,
 Cost of Quality
 Employee involvement, T1-Ch.4
Employee Involvement
13-14  Teamwork,
 Performance appraisal and rewards
  Benchmarking, T1-Ch.8
 Types of Benchmarking,
15-16 Benchmarking
 Benchmarking Steps,
 Cultural Implications
 Affinity diagram, T1-Ch.17
Quality and
17-18  Interrelations digraph,
Management Tools
 Tree and matrix diagrams
 Process variability, T1-Ch.18
Statistical Process
19-20  Charts and techniques for statistical
Control
process control
 Using Control Charts for T1-Ch.18
Statistical Process
21-22 controlling processes,
Control
 Process capability
23-24 Design of Experiments  Design of Experiments Class Notes
25-26 Design of Experiments  Design of Experiments T1-Ch.19
Quality Function  Voice of customer, T1-Ch.12
27-28
Deployment  House of quality
Failure Mode and Effect  Methodology and documentation, T1-Ch.14
29-30
Analysis  Risk
Quality Management  ISO 9000+ certifications, T1-Ch.10,
31-32 System, Environmental  Quality audits, Ch 11
Management System  ISO14000+ certifications

Evaluation Scheme:

Legend: EC = Evaluation Component; AN = After Noon Session; FN = Fore Noon Session

Evaluation Name Type (Open Weight Duration Day, Date, Session, Time
Component (Quiz, Lab, Project, Mid- book,
term exam, End semester Closed
exam, etc.) book,
Online,
etc.)
EC - 1 Quiz-I Online 5% 10 days TBD
Quiz--II Online 5% 10 days TBD
Term Paper Individual 10% Term End of term
EC - 2 Mid-Semester Test Closed 30% 2 hours Saturday, 21/09/2019
book (FN)
10 AM – 12 Noon
EC - 3 Comprehensive Examination Open book 50% 3 hours Saturday, 16/11/2019
(FN)
9 AM – 12 Noon

Syllabus for Mid-Semester Test (Closed Book): Topics in Contact Hours: 1 to 16

Syllabus for Comprehensive Exam (Open Book): All topics
Important links and information:
Elearn portal: https://elearn.bits-pilani.ac.in
Students are expected to visit the Elearn portal on a regular basis and stay up to date with the latest
announcements and deadlines.
Contact sessions: Students should attend the online lectures as per the schedule provided on the Elearn
portal.
Evaluation Guidelines:
1. EC-1 consists of either two Assignments or three Quizzes. Students will attempt them through the
course pages on the Elearn portal. Announcements will be made on the portal, in a timely
manner.
2. For Closed Book tests: No books or reference material of any kind will be permitted.
3. For Open Book exams: Use of books and any printed / written reference material (filed or bound)
is permitted. However, loose sheets of paper will not be allowed. Use of calculators is permitted
in all exams. Laptops/Mobiles of any kind are not allowed. Exchange of any material is not
allowed.
4. If a student is unable to appear for the Regular Test/Exam due to genuine exigencies, the student
should follow the procedure to apply for the Make-Up Test/Exam which will be made available
on the Elearn portal. The Make-Up Test/Exam will be conducted only at selected exam centres on
the dates to be announced later.
It shall be the responsibility of the individual student to be regular in maintaining the self-study schedule
as given in the course handout, attend the online lectures, and take all the prescribed evaluation
components such as Assignment/Quiz, Mid-Semester Test and Comprehensive Exam according to the
evaluation scheme provided in the handout.

Instructor-in-charge

(MM ZG 522/ MBA ZG 522/ HHSM ZG 518 / QM ZG 532)