JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY HYDERABAD

UNIT - I

Introduction, The concept of TQM, Quality and Business performance, attitude, and involvement of top management, communication, culture and management systems. Management of Process Quality: Definition of quality, Quality Control, a brief history, Product Inspection vs. Process Control, Statistical Quality Control, Control Charts and Acceptance Sampling.

UNIT - II

Customer Focus and Satisfaction: Process vs. Customer, internal customer conflict, quality focus, Customer Satisfaction, role of Marketing and Sales, Buyer – Supplier relationships. Bench Marking: Evolution of Bench Marking, meaning of bench marking, benefits of bench marketing, the bench marking procedure, pitfalls of bench marketing.

UNIT - III

Organizing for TQM: The systems approach, organizing for quality implementation, making the transition from a traditional to a TQM organization, Quality Circles, seven Tools of TQM: Stratification, check sheet, Scatter diagram, lshikawa diagram, paneto diagram, Kepner &Tregoe Methodology.

UNIT - IV

The Cost of Quality: Definition of the Cost of Quality, Quality Costs, Measuring Quality Costs, use of Quality Cost information, Accounting Systems and Quality Management.

UNIT - V

ISO 9000: Universal Standards of Quality: ISO around the world, The ISO9000 ANSI/ASQC Q- 90. Series Standards, benefits of ISO 9000 certification, the third party audit, Documentation ISO9000 and services, the cost of certification implementing the system.

TEXT BOOKS:

• 1. Total Quality Management / Joel E. Ross/Taylor and Francis Limited
• 2. Total Quality Management/P. N. Mukherjee/PHI

REFERENCE BOOKS:

• 1. Beyond TQM / Robert L. Flood.
• 2. Statistical Quality Control / E. L. Grant.
• 3. Total Quality Management: A Practical Approach/H. Lal.
• 4. Quality Management/Kanishka Bedi/Oxford University Press/2011.
• 5. Total Engineering Quality Management/Sunil Sharma/Macmillan.