JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY HYDERABAD

Course Objective

To facilitate students understand the quality concepts and tools and techniques

relating to total quality management. Learning outcomes: Students will be able to understand a) importance of Quality b) Principles and Practices of TQM c) tools and techniques in Quality management. *****

UNIT - I: Principles and Practices - I

Introduction - Quality Gurus - Benefits of TQM – Quality

Dimensions- Products and Services, Leadership and TQM, characteristics of Quality leaders. The Deming Philosophy - Quality councils - Strategic Planning - Customer Satisfaction-Customer perception of Quality - service Quality - Customer Retention - Employee Involvement - Employee survey – Empowerment -Gain sharing - Performance Appraisal.

UNIT - II: Principles and Practices-II

Continuous process Improvement - the Juran trilogy- The

PDCA Cycle – Kaizen - Reengineering. Supplier Partnership – Partnering – Sourcing -Supplier Selection - Supplier rating- Performance Measures - Basic concept – Strategy - Quality cost - Bench marking - reasons for bench marking – Process - Understanding current performance - Pitfalls and criticism of benchmarking.

UNIT - III: Tools and Techniques-I

Information Technology-Computers and the quality functions

Information quality Issues-Quality management System-Benefits of ISO registration-ISO 9000 series Standards-Internal Audits. Environmental Management System-ISO 14000 series-Benefits of EMS- Relation to Healthy and safety-Quality Function Deployment-The voice of the Customer- Building a House of Quality-QFD Process, Six Sigma.

UNIT - IV: Tools and Techniques-II

Quality by Design- Benefits-Communication Model-Failure

Mode and Effective Analysis-Failure Rate, FMEA Documentation-The process of FMEA Documentation-Product liability-Proof and Expert Witness. Total Productive Maintenance- promoting the Philosophy and Training-Improvements and needs- Autonomous Work groups.

UNIT - V: Management Tools

Management Tools – Introduction - Forced field Analysis - Tree

diagram - Process decision Program Chart - Statistical Process Control - Cause and Effect diagram - Histogram-state of control – Process Capability- Experimental Design-Hypothesis -Orthogonal Design -Two factors and Full factors-Quality Strategy for Indian Industries - Quality Management in India.

Suggested Readings:

• Joel E Ross : Total Quality Management, 3e,CRC press,2015.
• Dale H.Besterfeild, Carlon Besterfeild: Total Quality Management, Pearson Education, 2015
• Sridhara bhat: Total Quality Management Texts and Cases, Himalaya, 2015.
• Poornima M Charantimath Total Quality Management, Pearson Education, 2015
• Kanishka Bedi: Quality Management, Oxford, 2015.
• Dr.S.Kumar , Total Quality Management, University Science Press, 2015