JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY HYDERABAD

Course Objectives:

• To understand various concepts, systems in a business application of Quality Management.
• To learn the need and use of sampling techniques for quality management.
• To evaluate the various quality aspects like quality management system, norms and risk assessment.
• To identify the reasons for failure model, effect and critical analysis.
• To examine the role of quality management in better customer satisfaction.

Course Outcomes

Students will be able to

• Understand quality concepts and its importance in business.
• Adopt the sampling techniques for quality management.
• Know Quality Standards in an organization.
• Critically analyze the FMEA/FMECA models.
• Apply the quality management system for customer satisfaction.

UNIT - I: Quality - Conceptual Frame work

Introduction to Quality management- definition & objectives of quality management according to TQM (As defined in ISO 9000) –basic terminology related to quality management –accuracy and precision – dimensions of quality management – methods of generating ideas for quality management – systems of quality control :- statistical, managerial, total quality control- quality in service organization.

UNIT - II: Quality – Sampling Techniques

Introduction- desirable characteristics of sampling – merits of sampling inspection – limitations. methods of sampling for inspection random sampling, non- random sampling – factors affecting the selection of sample for inspection –sampling : - single sampling , double sampling , Multi sampling .

UNIT - III: Cost of Quality

The quality functions - Information quality Issues-quality management system-benefits of ISO registration - ISO 9000: quality management system – history & benefits of ISO 9000 Quality systems - ISO 14000: environmental management system & history and evaluation - ISO 31000: Risk management – An over view - quality awards.

UNIT - IV: Failure Model, Effect, and Critical Analysis

Introduction - FMEA/FMECA an outline-Failure Mode and effective Analysis - FMEA Documentation- The process of FMEA Documentation- planning FMECA: - ground rules and assumption, analysis approach, level of analysis.

UNIT - V: Quality management – Customer satisfaction

Introduction – Quality and customer satisfaction - Role of quality management in customer satisfaction – Customer satisfaction Measurement – customer perception of quality – quality assurance, audit, & quality survey –determinants of customer satisfaction.

Suggested Readings:

• Dale H. Besterfeild, Carlon Besterfeild, Total Quality Management, Pearson Education, 2015
• Sridhara Bhat, Total Quality Management Texts and Cases, Himalaya Publications, 2015.
• Poornima M Charantimath, Total Quality Management, Pearson Education, 2015.
• N.V.S Raju, Total Quality Management, Cengage Learning, 2014.
• Kanishka Bedi, Quality Management, Oxford Publications, 2015.
• Dr. S. Kumar, Total Quality Management, University Science Press, 2015. BBA SEMESTER – III