GE2022 TOTAL QUALITY MANAGEMENT SYLLABUS

UNIT I INTRODUCTION

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

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

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

Quality circles – Quality Function Deployment (QFD) – Taguchi quality loss function –TPM – Concepts, improvement needs – Cost of Quality – Performance measures.

UNIT V QUALITY SYSTEMS

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.

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