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SYLLABUS
UNIT - I
INTRODUCTION The Concept of Quality. Quality Dimensions. Product and Service Quality. Inspection, Statistical Quality Control, Quality Assurance and Total Quality Management. Conventional Quality Management Versus Total Quality Management. Evolution of TQM. Historical Perspectives of TQM – Deming, Juran, Crosby and Taguchi’s Contributions. Customer and Supplier Focus in TQM. Benefits and Costs of TQM.
UNIT - II
TOOLS AND TECHNIQUES OF TQM Statistical Tools - Check Sheets, Histograms, Scatter Diagrams, Pareto’s Chart, Regression Analysis & Control Charts. Cause and Effect Diagrams, The Five Why’s, Five S’s, Kaizen, JIT, Quality Circles, Gantt Chart and Balanced Score Card. Dimensions of Service Quality. An Overview of TQM in Service Organizations.
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CategoriesManagement
Format PDF
TypeeBook