UNIT 1- WHAT IS WHERE ?

1. Five views of quality – Pg. 24-26

2. Dimensions of product quality – Pg. 28-29
3. Dimensions of service quality – Pg. 30-32
4. Kano Model (Prof. Noriaki Kano) – Pg. 33
5. Types of quality – Pg. 33-34
6. Benefits of quality – Pg. 35
7. Principles of TQM – Pg. 36-37
8. Scope of TQC/8 stages of industrial cycle – Pg. 40
9. Features of TQM – Pg. 42
10. Scope of TQM – Pg. 44-46
11. Framework of TQM – Pg. 47
12. Elements of TQM – Pg. 48-50

UNIT 2- WHAT IS WHERE ?

1. Names of gurus – Pg. 5
2. Who was W. EDWARDS DEMING – Pg. 7-8
3. Deming’s 14 points of TQM – Pg. 10-23
4. Deming or PDCA cycle – Pg. 24-27
5. Deming’s chain reaction – Pg. 28-30
6. Deming’s 7 sins – Pg. 31
7. KAORU ISHIKAWA, his contributions, and his beliefs – Pg. 32-37
8. About fishbone diagram/Cause & effect diagram – Pg. 38
9. Uses of Fishbone/Cause & effect diagram – Pg. 40-41
10. Diagram of Fishbone/Cause & effect – Pg. 42
11. Advantages & disadvantages of fishbone – Pg. 43-44
12. Purpose of cause & effect diagram – Pg. 45
13. Fishbone Diagram analysis – Pg. 52
14. Fishbone Diagram (Business process) – Pg. 54
15. About JOSEPH M. JURAN – Pg. 55-60
16. Juran’s 10 steps of quality improvement – Pg. 61
17.Cost of quality – Pg. 65-69
18.Juran’s quality trilogy process – Pg. 75-77
19. Strength and weakness of Juran’s philosophy – Pg. 79
20. About GENICHI TAGUCHI & his contributions – Pg. 80-85
21.Taguchi quality loss function – Pg. 86-93
 22. Characteristics of Taguchi methods – Pg. 94-96

UNIT 3- WHAT IS WHERE ?

1. Cost of quality – Pg. 3-5
2. Classification of COQ – 6-12
3. PZB model – Pg. 13
4. 5 gaps of unsuccessful service delivery in PZB model – Pg. 14-19
5. 5 key dimensions in service quality model – Pg. 20-22
6. Example of how customers judge these 5 dimensions – Pg. 23
7. Service recovery strategy – Pg. 24-26

UNIT 4- WHAT IS WHERE ?

1. Benchmarking (Concept, Objectives, Evolution) – Pg. 3-9
2. Types of benchmarking – Pg. 10-12
3. Benchmarking process/steps (By Robert C. Camp) – Pg. 13
4. Issues related to benchmarking process – Pg. 16-17
5. Benefits of benchmarking – Pg. 18
6. Limitations and Pitfalls of benchmarking – Pg. 19-20
7. 5-S Housekeeping (Workplace Mgt.) – Pg. 21-29
8. Seiri: Clearing – Pg. 32-34
9. Seiton: Arranging – Pg. 35-38
10. Seiso: Sweeping – Pg. 39-41
11. Seiketsu: Cleanliness – Pg. 42-45
12. Objectives, Factors and importance of 5-S – Pg. 46, 47, 48.
13. KAIZEN theory – Pg. 49-52
14. Need and change in Kaizen – Pg. 53-54
15. Methods of Kaizen – Pg. 55-56
16. Kaizen steps – Pg. 57-58
17. About Six Sigma – Pg. 59-63
18. Six Sigma / DMAIC model – Pg. 64
19. 7 basic quality tools – Pg. 65-70
20. Phases of Six Sigma – Pg. 71-76
21. Responsibilities of Six Sigma – Pg. 78-80
 22. Advantages of Six Sigma – Pg. 81-82
23. Quality council (Obj., duties, responsibilities, structure) – Pg. 83-86
24. Employee motivation – Pg. 88
25. Theories of motivation (Maslow & Herzberg) – Pg. 89-91
26. Benefits of employee involvement – Pg. 93
27. Employee empowerment (Principles, conditions, charac.) – Pg. 94-97
28. Recognition & reward – Pg. 98-102
29. 20 ways to recognize people – Pg. 103-104
30. Team & team work (Benefits, types, charac., elements) – Pg. 105-110

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