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Unit-I
TQM – History and Evolution
Connotations of quality, Quality dimensions – Product and service. The concept of TQM, Evolution of TQM –
Inspection, SQC, QA and TQM. Conventional quality management versus TQM. Customer supplier focus in
TQM. Benefits and costs of TQM. Historical perspectives of TQM. Quality system, Awards and guidelines – ISO,
Malcolm Baldrige National Quality Award (MBNQA), European Foundation for Quality Management (EFQM).
Unit-II
Tools of TQM
Measurement tools: Check sheets, Histograms, Run charts, Scatter diagrams, Cause and effect diagrams,
Pareto’s chart, Process capability measurement. Analytical tools: Process mapping, Regression analysis,
Resource utilization and customer service analysis, The five why’s, Overall equipment effectiveness.
Improvement tools and techniques: Kaizen, JIT, Quality circles, Forced field analysis, Five S’s. Control tools:
Gantt chart, Network diagram, Radar chart, The PDCA cycle, Milestone tracker diagram and earned value
management.
Unit-III
Techniques of TQM
Quantitative techniques: Failure Mode Effect Analysis (FMEA), Statistical Process Control (SPC), Quality
Function Deployment (QFD), Design of experiments (DOE), Quality by design and Monte Carlo Technique
(MCT). Qualitative techniques: Benchmarking, The balanced scorecard, Sales and operations planning, Kanban
and Activity Based Costing (ABC). Taguchi methods: Quality loss function, Orthogonal arrays, Signal-to-noise
ratio, Nominal-the-best, Target-the-best, Smaller-the-best, Larger-the-best. Parameter design, Tolerance design.
Unit-IV
Six Sigma
The concept of six sigma, Objectives of six sigma, The framework of six sigma programme, Six sigma
organization: Roles and responsibilities, Six sigma problem solving approach: The DMAIC model, Six sigma
metrics: Cost of poor quality, Defects per million opportunities and first pass yield. Benefits and costs of six sigma.
Unit-V
TQM in the Service Sectors
Implementation of TQM in service organization: Framework for improving service quality, Model to measure
service quality programs. TQM in health-care services, Hotels and financial services – Banks, Investment company and mutual funds.
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CategoriesManagement
Format PDF
TypeeBook