JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY HYDERABAD

Prerequisites

Probability and Statistics, Basics of Industrial Engineering

Course Objectives

The objectives of this course is to introduce the main principles of business and

social excellence, to generate knowledge and skills of students to use models and quality management methodology for the implementation of total quality management in any sphere of business and public sector.

Course Outcomes

After completing this course, students should be able to:

• To know business excellence models and be able assess organization’s performance making reference to their criteria
• To know the principles of total quality management and peculiarities of their implementation
• To be able to use quality management methods analyzing and solving problems of organization
• To know prerequisites of evolution of total quality management and significance of quality gurus’ works to the management of modern organizations.
• To Communicate why Total Quality Management (TQM) is fundamental to partnering for mutual benefit.

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: Startification, 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 ISO 9000 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 by Joel E. Ross.
• 2. P.N. Mukherjee, PHI publications. R19 M.Tech. Advanced Manufacturing Systems

REFERENCE BOOKS:

• 1. Beyond TQM by Robert L. Flood
• 2. Statistical Quality Control by E.L. Grant. R19 M.Tech. Advanced Manufacturing Systems M. TECH. I Year II Sem. (AMS)