GE2022 TOTAL QUALITY MANAGEMENT

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GE2022 TOTAL QUALITY MANAGEMENT

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UNIT I INTRODUCTION 9
Introduction - Need for quality - Evolution of quality - Definition of quality - Dimensions of
manufacturing and service quality - Basic concepts of TQM - Definition of TQM – TQM
Framework - Contributions of Deming, Juran and Crosby – Barriers to TQM.
UNIT II TQM PRINCIPLES 9
Leadership – Strategic quality planning, Quality statements - Customer focus – Customer
orientation, Customer satisfaction, Customer complaints, Customer retention - Employee
involvement – Motivation, Empowerment, Team and Teamwork, Recognition and Reward,
Performance appraisal - Continuous process improvement – PDSA cycle, 5s, Kaizen - Supplier
partnership – Partnering, Supplier selection, Supplier Rating.
UNIT III TQM TOOLS & TECHNIQUES I 9
The seven traditional tools of quality – New management tools – Six-sigma: Concepts,
methodology, applications to manufacturing, service sector including IT – Bench marking –
Reason to bench mark, Bench marking process – FMEA – Stages, Types.
UNIT IV TQM TOOLS & TECHNIQUES II 9
Quality circles – Quality Function Deployment (QFD) – Taguchi quality loss function – TPM –
Concepts, improvement needs – Cost of Quality – Performance measures.
UNIT V QUALITY SYSTEMS 9
Need for ISO 9000- ISO 9000-2000 Quality System – Elements, Documentation, Quality
auditing- QS 9000 – ISO 14000 – Concepts, Requirements and Benefits – Case studies of TQM
implementation in manufacturing and service sectors including IT.
[
TOTAL: 45 PERIODS
TEXT BOOK:
1. Dale H.Besterfiled, et at., “Total Quality Management”, Pearson Education Asia,
 3
rd
 Edition, Indian Reprint (2006).
REFERENCES:
1. James R. Evans and William M. Lindsay, “The Management and Control of Quality”,
 6
th Edition, South-Western (Thomson Learning), 2005.
2. Oakland, J.S., “TQM – Text with Cases”, Butterworth – Heinemann Ltd., Oxford,
 3
rd Edition, 2003.
3. Suganthi,L and Anand Samuel, “Total Quality Management”, Prentice Hall (India)
 Pvt. Ltd.,2006.
4. Janakiraman, B and Gopal, R.K, “Total Quality Management – Text and Cases”, Prentice
 Hall (India) Pvt. Ltd., 2006


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