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SYLLABUS

UNIT - I

Principles and Practices-I :Introduction – Quality Gurus – Benefits of TQM – Quality Dimensions – Products and Services, Leadership and TQM, Characteristics of Quality Leaders. The Deming Philosophy – Quality Councils – Strategic Planning – Customer Satisfaction – Customer Perception of Quality – Service Quality – Customer Retention – Employee Involvement – Employee Survey – Empowerment – Gain Sharing – Performance Appraisal.

UNIT - II

Principles and Practices-II: Continuous Process Improvement – The Juran Trilogy – The PDCA Cycle – Kaizen – Re-engineering. Supplier Partnership – Partnering – Sourcing – Supplier Selection – Supplier Rating – Performance Measures – Basic Concept – Strategy – Quality Cost – Benchmarking – Reasons for Benchmarking – Process – Understanding Current Performance – Pitfalls and Criticism of Benchmarking.

UNIT - III

Tools and Techniques-I: Information Technology – Computers and the Quality Functions – Information Quality Issues – Quality Management System – Benefits of ISO Registration – ISO 9000 Series Standards – Internal Audits. Environmental Management System – ISO 14000 Series – Benefits of EMS – Relation to Health and Safety – Quality Function Deployment – The Voice of the Customer – Building a House of Quality – QFD Process, Six Sigma.

UNIT - IV

Tools and Techniques-II: Quality by Design – Benefits – Communication Model – Failure Mode and Effect Analysis – Failure Rate – FMEA Documentation – The Process fo FMEA Documentation – Product Liability – Proof and Expert Witness. Total Productive Maintenance – Promoting the Philosophy and Training – Improvements and Needs – Autonomous Work Groups.

UNIT - V

Management Tools: Management Tools – Introduction – Forced Field Analysis – Tree Diagram – Process Decision Program Chart – Statistical Process Control – Cause and Effect Diagram – Histogram – State of Control – Process Capability – Experimental Design – Hypothesis – Orthogonal Design – Two Factors and Full Factors – Quality Strategy for Indian Industries – Quality Management in India.