IILM Institute For Higher Education

Module Manual: Quality Management Academic Year: PGP/ 2011-2012 Course Code: GM-101

1. Introduction To The Course And Module Objective Quality is first and foremost about meeting the needs and expectations of customers. It is important to understand that quality is more than a product simply "working properly". Think about your needs and expectations as a customer when you buy a product or service. These may include performance, appearance, availability, delivery, reliability, maintainability, cost effectiveness and price. Think of quality as representing all the features of a product or service that affect its ability to meet customer needs. If the product or service meets all those needs - then it passes the quality test. If it doesn't, then it is sub-standard. As the title of the course suggests Quality management is concerned with controlling activities with the aim of ensuring that products and services are fit for their purpose and meet the specifications. Producing products of the required quality does not happen by accident. There has to be a production process which is properly managed. Ensuring satisfactory quality is a vital part of the production process. Similarly from banking to automotive service providers, retailers to translation agencies, the issues of customer focus, efficiency and quality are central to the delivery of services. Risk related considerstions have also become increasingly important as companies strive to enhance their brand and protect the interests of their employee, customers and shareholders. One of the most important issues that businesses have focused on in the last 20-30 years has been quality. As markets have become much more competitive, quality has become widely regarded as a key ingredient for success in business. This course aims to provide students with knowledge, insights and quality tools concerning quality management. The student will have a deep understanding how quality management standards provide a framework for a business to manage its processes and activities.

2. Introduction To The Tutors 2.1 Area Chair: Ms. Vandana Srivastava Name: Ms. Vandana Srivastava Phone Number: 011-30934337 Email ID: vandana.srivastava@iilm.edu Cabin Location: 220, Lodhi Road Campus Website URL: http://www.iilm.edu/faculty/profiles/Vandana-Srivastava.html 2.2 Module Leader: Ms Habiba Abbasi 2.3 Tutors

S.No

Tutors Ms. Habiba Abbasi Ms. Priyadarshni Bakshi abbasi.html

Website Link http://www.iilm.edu/faculty/profiles/habibahttp://www.iilm.edu/faculty/profiles/priyadarshinibakshi.html

1. 2.

3.

Ms. Bhumika Kapur

http://www.iilm.edu/faculty/profiles/bhumikakapur.html

3. Module Pre-Requisites: None

4. Module overview

Session 1 2 3 4 5

Topic Introduction to Quality Management Quality Standards Total Quality Management Quality Tools Six Sigma

Instructor(s)

Operations Faculty

5. Module Reading: The students will be given the course pack which will include the following material:

a)Notes on Quality: View of Deming, Juran and Crosby, David A Garvin, Harvard Business Publication,1990.

b) Six Sigma, What it is and how to use it, Hal Plotkin, Harvard Business Publication 1999

6.Session Plan. 6.1 Session 1: -: Quality Management: Quality management is focused not only on product or service quality, but also the means to achieve it. The quality of a service or product determines whether a customer will remain a customer or will move to a competitor. If a customer is not happy with the quality of service in a hospital, restaurant, bank or if he is not happy with the quality of a laptop or TV purchased, he will never go back to buy the product again or use the services again. Quality management therefore uses quality assurance and control of processes as well as products to achieve more consistent quality. Customers recognize that quality is an important attribute in products and services. Suppliers recognize that quality can be an important differentiator between their own offerings and those of competitors (quality differentiation is also called the quality gap). In the past two decades this quality gap has been greatly reduced between competitive products and services. This is partly due to the contracting (also called outsourcing) of manufacture to countries like India and China, as well internationalization of trade and competition. These countries amongst many others have raised their own standards of quality in order to meet International standards and customer demands. This session will explain the constituents of quality in product and services, highlighting the importance of managing these. Learning Outcome: By the end of this session student will be able to understand what quality is and identify aspects of service or product that influence quality. Required Reading: Notes on Quality: View of Deming, Juran and Crosby, David A Garvin, Harvard Business Publication,1990. 6.2 Session 2:- Quality Standards: Quality Standards were developed to assist companies control quality and maintain a high standard of customer satisfaction. Quality has become a lot more than that, quality standards can assist your organization with good management practices, reduce risk and increase profit margins. A good quality system should not be written just to satisfy the accreditation process, but should be written with the company's business practices in mind and to enhance procedures and policies to ensure sound operation. The principles of the ISO Quality System can be applied to every company, regardless of its size, type or industry. Having a good quality system in place will ensure that your products, services are of the highest standards, your customers are happy and the future of your organization is heading in the right direction. This session will explain the constituents of quality in a product and service, highlighting the importance of managing these. The student will also be introduced to the objectives of ISO 9000 and ISO14000 certifications. Learning Outcome: The student will be able to understand what are ISO 9000 and ISO 14000, how ISO certification helps in quality management and the benefits of ISO certification. 6.3 Session 3 : Total Quality Management: TQM can be defined as the management of initiatives and procedures that are aimed at achieving the delivery of quality products and

services. Total Quality Management (TQM) is an approach that seeks to improve quality and performance which will meet or exceed customer expectations. This can be achieved by integrating all quality-related functions and processes throughout the organization. TQM looks at the overall quality measures used by an organization including quality control and maintenance, quality improvement, and quality assurance. TQM takes into account all quality measures taken at all levels and involving all organization employees. Learning Outcomes: By the end of this session the students will develop an understanding of the total quality management. He will be able to know how improvement in quality enhances customer satisfaction. 6.4 Session 4: Quality Tools: Process control charts, pareto charts, fish bone diagrams are some of the most commonly used tools which help in the analysis of the quality levels in processes in any organization. Through the information provided by these tools businesses ( whether a product manufacturer or a service provider) can determine what steps to be taken to improve quality. Each of these charts provide a different information eg. While a process chart will help determine if the errors in processing a form is within an accepted 0.2% per day, the pareto charts will identify the minor 20% of the causes of 80 % of the errors and the fishbone diagram will help in identifying all the causes of these defects. A good manager must be able to use these simple but highly informative tools effectively to be able to improve his processes. The session will focus on equipping the students to the application of these tools to various business scenarios. Learning outcome: The student will be able to apply and use these tools ( Process control chars, pareto charts, fish bone diagram and run charts) in a business scenario. Based on the type of information needed and data available, the student will be able to identify the tool to be used. 6.5 Session 5: Six sigma: The six sigma methodology has been adopted by innumerable companies for improving the quality levels in their business processes. Companies such as GE, Motorola, Sundaram fasteners, Converges, IBM Daksh, IBM have used six sigma extensively to achieve quality standards. Six sigma goes well beyond the earlier approaches of quality such as quality circles or TQM. It sets a very high bar on quality. While older quality improvement initiatives worried about defect per hundred, six sigma focuses on defects per million. Six sigma techniques find application in all organizations. While it is not difficult to understand its application in manufacturing, six sigma is used extensively in services too. For example, a Bank may set a goal of not making a customer wait for services for more than 10 minutes. A failure to do so is accounted as a defect. This session will provide the students an understanding of what is six sigma and how it is used to improve quality. Learning Outcome: After this session the students will develop an understanding of six sigma. The student will be equipped with the knowledge of basic tools and steps while implementing six sigma. Required Readings: Six Sigma, What it is and how to use it, Hal Plotkin, Harvard Business Publication , 1999

7.1Teaching Map This table shows main delivery methods which are used across module and its stages: Methods of Delivery Module IM T1 * T2 T3 T4 T5 T6

Notes: T1: Lectures T2: Seminar/ Tutorials T3: Live Projects & Presentations T4: Case Discussions T5: Guest Lectures/ Industrial Visits T6: Lab Sessions

7.2 Curriculum Map This table shows the main learning outcomes which are developed and/or assessed in this module: Methods of Delivery Module L1 L2 L3 L4 L5 L6 L7 L8 L9 IM * * * * Notes: L1: An understanding of organizations, their external context and their management. L2: An awareness of current issues in business & management which is informed by research & practice in the field. L3: An understanding of appropriate techniques sufficient to allow investigation into relevant business & management issues. L4: The ability to acquire & analyze data and information. L5: The ability to apply relevant knowledge to practical situation. L6: The ability to work & lead effectively in a team based environment. L7: An improvement in both oral & written communication skills. L8: Be cognizant of the impact of their individual & corporate actions on society and recognize ethical business practices. L9: Be sensitive to the social economic and environmental responsibilities of business.