Paper III: Total Quality Management

SECTION A Unit I: Introduction to Quality Concepts Definition of Quality, Dimensions of Quality, QualityPlanning, Quality costs Analysis Techniques for Quality Costs, Basic concepts of Total Q u a l i t y Management, Historical Review, Principles of TQM, Leadership Concepts, Role of Senior Management,Q u a l i t y C o u n c i l , Q u a l i t y S t a t e m e n t s , S t r a t e g i c P l a n n i n g , D e m i n g P h i l o s o p h y , B a r r i e r s t o T Q M Implementation. Unit II: TQM Principles C u s t o m e r s a t i s f a c t i o n C u s t o m e r P e r c e p t i o n o f Q u a l i t y , C u s t o m e r 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 Unit III: Quality Improvement Techniques Pareto Diagrams, Cause-Effect Diagrams, Scatter Diagrams,Run Charts, Cause and Effect Diagrams. Unit IV: Statistical Process Control (SPC) T h e s e v e n t o o l s o f q u a l i t y , S t a t i s t i c a l F u n d a m e n t a l s Measures of central Tendency and Dispersion, Population and Sample, Normal Curve, Control Charts forvariables and attributes, Process capability, New seven Management tools. Unit V: Control Charts for Variables Definitions, Variation: Common vs. Special Causes, Control ChartTechniques, X-bar and R chart Correlation, X-bar and S charts. SECTION B Unit 6: TQM Tools Benchmarking Reasons to Benchmark, Benchmarking Process, Quality FunctionDeployment (QFD) House of Quality, QFD Process, Benefits, Taguchi Quality Loss Function, TotalProductive Maintenance (TPM) Concept, Improvement Needs, FMEA Stages of FMEA. Unit 7: Quality Systems Need for ISO 9000 and Other Quality Systems, ISO 9000:2000 Quality System Elements, Implementation of Quality System, Documentation, Quality Auditing, QS 9000, ISO 14000 Concept, Requirements and Benefits. Unit 8: Concept of six sigma I n t r o d u c t i o n , D e s i g n f o r s i x s i g m a , k e y a n a l y t i c a l t o o l s f o r implementing six sigma, advantages of six sigma, six sigma DMAIC process Unit 9: Quality Circles Introduction, Quality Circles, Teams. Unit 10: Case study on above topics