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SYLLABUS

UNIT-I

Introduction: The concept of TQM, Quality and Business Performance, Attitude and Involvement of Top Management, Communication, Culture and Management Systems. Management of Process Quality: Definition of Quality, Quality Control, a Brief History, Product Inspection Vs Process Control, Statistical Quality Control, Control Charts and Acceptance Sampling.

UNIT-II

Customer Focus and Satisfaction: Process Vs Customer, Internal Customer Conflict, Quality Focus, Customer Satisfaction, Role of Marketing and Sales, Buyer – Supplier Relationships. Bench Marking: Evolution of Bench Marking, Meaning of Bench Marking, Benefits of Bench Marketing, the Bench Marking Procedure, Pitfalls of Bench Marketing.

UNIT-III

Organizing for TQM: The Systems Approach, Organizing for Quality Implementation, Making the Transition from a Traditional to a TQM Organization, Quality Circles, Seven Tools of TQM: Stratification, Check Sheet, Scatter Diagram, Ishikawa Diagram, Pareto Diagram, Kepner and Tregoe Methodology.

UNIT-IV

The Cost of Quality: Definition of the Cost of Quality, Quality Costs, Measuring Quality Costs, use of Quality Cost Information, Accounting Systems and Quality Management.

UNIT-V

ISO9000: Universal Standards of Quality: ISO Around the World, The ISO9000 ANSI/ASQC Q-90, Series Standards, Benefits of ISO9000 Certification the Third Party Audit, Documentation ISO9000 and Services, the Cost of Certification Implementing the System.