JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY HYDERABAD

Course Objectives:

• 1. Develop an understanding of the necessary information and skills needed to manage, control and improve quality practices in the organizations through TQM philosophy.
• 2. To understands customer and supplier relationship and Bench marketing.
• 3. Apply TQM in traditional organizations.
• 4. Analysis of quality in cost and management.
• 5. To understand various ISO around the world.

Course Outcomes

After completion of the course the student will be able to:

• 1. Understand the concept of TQM and various control charts.
• 2. To analyze the relationship between customer and supplier.
• 3. Implement TQM in an organization.
• 4. To evaluate the cost of quality.
• 5. Understand the third party audit and documentation of various ISO.

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 Marketing: Evolution of Bench Marketing, meaning of Bench marketing, benefits of bench marketing, the bench marketing process, 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 organizing, Quality Circles. Productivity, Quality and Reengineering: The leverage of Productivity and Quality, Management systems Vs. Technology, Measuring Productivity, Improving Productivity Re-engineering.

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

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

REFERENCE BOOKS:

• 1. Total Quality Management - Joel E. Ross.
• 2. Beyond TQM - Robert L. Flood.
• 3. Statistical Quality Control - E. L. Grant. M. TECH. I Year II Sem. (IEM)