EHS404: TOTAL QUALITY MANAGEMENT GITAM

Deemed to be University
(Elective)
Course Objectives:
1.To Introduce the basics of Quality Management System and ISO 9000,14000.
2.To impart knowledge on designing quality policy document for an industry inline with quality objective.
3.To explore Quality control and quality management tools.
4.To impart knowledge on quality circles, bench marking and Statistical process control techniques.
5.To Explain about the customer centric quality management principles.

Faculty : Dr.KVS Seshendra Kumar

Asst Professor
Department of Mechanical Engg
GIT GU
 GITAM
TOTAL QUALITY MANAGEMENT Deemed to be University

• Syllabus
Module I
• Quality, Strategic Planning and Competitive Advantage: Brief history, definitions of quality, quality in
manufacturing and service systems, quality and price, quality and market share, quality and cost, quality and
competitive advantages. ISO 9000, 14000.

Module II
• Managing and Organization for Quality: Quality policy, quality objec- tives, leadership for quality, quality
and organization culture, cross-functional teams, supplier/customers partnerships.

Module III
• Quality Control and Improvement Tools : Cheek sheet, histogram, pareto chart, cause and effect diagram,
scatter diagram, control chart, graph, affinity diagram, tree diagram, matrix diagram, process decision
program chart, arrow diagram, acceptance sampling, process capability studies, zero defect program (POKA-
YOKE).
 GITAM
TOTAL QUALITY MANAGEMENT Deemed to be University

• Module IV
• Quality Circles: Concept and total quality through bench marking, Japanese 5-S, quality
management systems QS 9000, ISO 14000. Statistical process control: Control chart - X-R, P, np
and C Charts, benefits of control charts and applications (10 %).
 
• Module V
• Customer Focus: The customer-driven quality cycle, quality function deployment, customer
satisfaction measurement techniques, customer relationship management techniques.

Text Book(s)
1. J.M. Juran, F.M. Gryna, Quality Planning and Analysis, McGraw-Hill, 1993.

References
J. Bank, Essences of Total Quality Management, Prentice Hall, 2007.
Joel E. Ross, Text and Cases, Total Quality Management, St. Lucie Press, 1995.
 GITAM
TOTAL QUALITY MANAGEMENT Deemed to be University

• CONCEPT: Purpose: To improve customer satisfaction  International

Organization for Standardization standard ISO 8402:1994

• "A management approach of an organization centered on quality,

based on the participation of all its members and aiming at long term
success through customer satisfaction and benefits to all members of
the organisation and society.”