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total quality management
total quality management

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Published by: vikramtalwar18016125 on Jul 03, 2010
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QM0001Foundations of Quality ManagementContents
Unit 1
Introduction of Quality Management 1
Unit 2
Quality Approaches
Economic, Social & Environmental 21
Unit 3
Quality and Customer Focus 40
Unit 4
Quality as a Problem Solving Concept 61
Unit 5
Quality as a Cost Concept 77
Unit 6
Quality in Product Design 90
Unit 7
Quality as a Knowledge Management 117
Unit 8
Barriers to Quality 134
Unit 9
Quality as a Strategic Decision 151
Unit 10
Emergence Quality Theories 169
Prof. S. Kannan
Director and DeanSikkim Manipal University of Health, Medical, and Technological Sciences
Board of Studies 
Mr. C. Shanath Kumar, Mr. Shankar Jagannathan
Charirman, Former Group Treasurer,Head, Management & Commerce, Wipro Techmologies Limited,Sikkim Manipal University , DDE. Bangalore.
Dr. T.V. Narasimha Rao Mr. Pankaj Khanna,
Adjunct Faculty & Advisor, Director, HR, Fidelity Mutual Fund.SMU DDE, Bangalore-560008
Mr. Ashok Kumar, Mr. Abraham Mathew,
Additional Registrar, SMU, DDE. CFO, Infosys BPO.
Mr. M.K.N. Prasad, Mr. Sadhana Das
 Controller of Examinations, SMU DDE. Senior Manager
HRMicrosoft India Corporation (Pvt) Ltd.
Prof. K.V.M. Varambally Special Invitee
Prof. Ramu Iyer
Manipal Institute of Management, Ex-ProfessorManipal
576104. IIM
Content Preparation TeamContent Writing Peer Review ByProf. K.R. Anantha Prof. Shanath Kumar .CProf. Muzna Zafar SMU DEProf. Seetharam BangaloreBangaloreEdition: Spring 2009Printed: Spring 2009
This book is a distance education module comprising of collection of learning material forour students.All right reserved. No part of this work may be reproduced in any form by any meansWithout permission in writing form Sikkim Manipal University o f Health. Medical andTechnological Sciences, Gangtok, Sikkim.Printed and Published on behalf of Sikkim Manipal University of Health, Medical andTechnological Sciences, Gangtok, Sikkim by Mr. Rajkumar Mascreen , GM, ManipalUniversal Learning Pvt. Ltd., Manipal
576104. Printed at Manipal Press Limited, Manipal
Unit 1: Introduction to Quality Management
 Quality has grown along with the engineering and management disciplines. Thisunit traces the development of Quality thought in Japan, America and Europeand gives an overview of the important quality concepts.
Unit 2: Quality Approaches-Economic, Social and Environmental
This unit suggests a total approach to quality in terms of economic, social andenvironmental perspectives and gives some insights into the overall qualityimprovement aspects.
Unit 3: Quality and Customer Focus
The objective of Quality is primarily towards Customer Satisfaction. This unitfocuses the attention towards this criterion of quality and brings out several
perspectives from the customers’ point of view.
Unit4: Quality as a Problem Solving Concept
Quality has served the industrial world very well in terms of reducing defects inproducts and reducing wastage. The development of advanced concepts ofproduction and inventory such a Kanban and Agile manufacturing have taken theindustries several steps ahead of their competition. This units visits some ofthese concepts.
Unit 5: Quality as a Cost Concept
General impression among many is that higher quality means higher costs andexpensive. Many Quality gurus particularly Phil Crosby has pointed out that it isthe other way round. In fact, in efficient processes consume more resources andproduce more wastes there by increasing the costs.
Unit 6: Quality in Product Design
As seen in the evolution of Quality movement through the last 100 years, thefocus has shifted from the inspection of the end product to ensure quality to buildthe quality in the manufacturing processes. There after it has been observed andproven that the product design contributes immensely for the quality of theproducts and services facilitating in achievement of Customer satisfaction.
Unit 7: Quality as a Knowledge Management Concept
In today’s competitive environment organization needs to have sound business
knowledge to gain competitive advantage. In uncertain market conditions
Subect Introduction

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