JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY HYDERABAD

22MBA15A: TOTAL QUALITY MANAGEMENT

MBA II Semester (R22)

Course Objectives:

To provide understanding of the basic concepts Quality concept, principles, various tools, statistical process control for the implementation of quality management with ISO certification process and its need for the industries.
To explain to students to why TQM principles are important.
To impart knowledge of different tools and techniques of TQM.
To elaborate on various aspects in Quality Management Systems.
To educate on the models of TQM implementation in manufacturing and service sectors.

Course Outcomes

Students will be able to:

Understand the need for Quality.
Learn the relevant TQM models like PDCA Cycle, 5S, Kaizen, Quality Circles.
Learn statistical aspects relevant for process control.
Assess the relevance of Total Productive Maintenance, FMEA, Six Sigma.
Learn different Quality Management Systems.

UNIT - I: Introduction

Evolution of Quality, Quality Definition, Need for Quality, Dimensions of Product

and Service Quality, Basic Concepts of TQM, TQM Framework, Quality Philosophies, Contributions of Deming, Juran and Crosby, Feiganbaum, Ishikawa and Taguchi, Barriers to TQM, Quality Statements, Customer Focus, Customer Orientation, Customer satisfaction, Customer Complaints, Customer Retention, Costs of Quality.

UNIT - II: TQM Principles

Leadership, Strategic Quality Planning, Quality Councils, Employee

Involvement, Motivation, Empowerment, Team and Teamwork, Quality Circles Recognition and Reward, Performance Appraisal, Continuous Process Improvement, PDCA Cycle, 5S, Kaizen, Supplier Partnership, Partnering, Supplier Selection, Supplier Rating.

UNIT - III: Statistical Process Control

Statistical Fundamentals such as Mean and Standard

Deviation, Chance and Assignable Causes, Control Charts for Variables, Process Capability Analysis such as Cp and Cpk, Seven basic (Traditional) Quality Control Tools: 1) Check Sheets (Tally Sheet)

2) Stratification (Alternatively, Flowchart or Run-chart) (Trend Analysis) 3) Histograms 4) Pareto Chart (80-20 Rule) 5) Cause-and-Effect Diagrams (Fishbone or Ishikawa Diagram) 6) Scatter Diagrams 7) Control charts.

UNIT - IV: Tools and Techniques

Quality Functions Development (QFD), Benefits, Voice of Customer,

Information Organization, House of Quality (HOQ), Building a HOQ, QFD Process, Taguchi Method and Quality Loss function, Failure Mode Effect Analysis (FMEA): Requirements of Reliability, Failure rate, Total Productive Maintenance (TPM), Seven New Management Tools for Process Improvement: Affinity diagram, Interrelationship Diagram, Tree Diagram, Matrix Diagram, Matrix Data Analysis, Arrow Diagram, Process Decision program Chart, Benchmarking and POKA YOKE, Six Sigma, Methodologies: DMAIC, DFSS, Six Sigma Belts, Quality Circles.

UNIT - V: Quality Management Systems

Introduction, Benefits of ISO Registration, ISO 9000 Series

of Standards, ISO 9001, Requirements, Implementation, Documentation, Writing the Documents, Quality Auditing, TQM Culture, Quality Auditing, QS 9000, ISO 14000, Concepts, Requirements and Benefits, TQM Implementation in Manufacturing and Service Sectors.