TOTAL QUALITY MANAGEMENT

Course code: 18MEOE01 Total Contact Hours: 45

Credits: 03 Hours per week: 03
L-T-P : 3-0-0
Prerequisite:

COURSE LEARNING OBJECTIVES:

The aim of this course is to: -
● Facilitate the understanding of Quality Management principles and process.
● Make awareness about various tools and techniques of Quality Management.
● To inculcate the importance of Quality in an organization.
● To make understanding about the ISO Quality systems.
● To make the ward aware of the quality concepts adopted in industry scenarios.

UNIT – I 09 hours
Introduction: Need for quality – Evolution of quality – Definitions of quality –
Dimensions of product and service quality – basic concepts – Contributions of
Deming, Juran and Crosby-TQM framework - Obstacles – Benefits.
Quality statements – Customer focus – Customer orientation, Customer satisfaction,
Customer feedback, Customer complaints, Customer retention – Costs of quality.
Leadership – Strategic quality planning, Quality Councils – Employee involvement –
Motivation, Empowerment, Team and Teamwork.

UNIT – II 09 hours
Quality circles, Recognition and Reward, Performance appraisal – Continuous process
improvement – PDCA cycle, 5S, Kaizen, supplier partnership – Principles of customer/
supplier relationship, Partnering, supplier sourcing, Supplier selection, Supplier Rating.

UNIT – III 09 hours

TQM Tool & Techniques I: Seven Traditional Tools of TQM Flowchart, check sheet,
Histogram, Pareto diagram, Cause and Effect diagram, Scatter diagram, Control Chart
TQM Tool & Techniques II Seven Modern TQM Tools – Affinity diagram,
Relationship diagram, Tree diagram, Matrix diagram, Matrix data analysis diagram,
Process Decision Program Chart (PDPC).

UNIT – IV 09 hours
Quality systems Need for ISO 9000 – ISO 9001-2008 Quality System – Elements,
Documentation, Quality Auditing – QS 9000 – ISO 14000 – Concepts, Requirements
and Benefits.

UNIT – V 09 hours
TQM Implementation in manufacturing and service sectors- case studies.

COURSE OUTCOMES:
On completion of the course the student will be able to: -
CO1: Outline the Dimensions and Barriers regarding Quality.
CO2: Illustrate the TQM Principles.
CO3: Analyse the various types of techniques are used to measure quality.
CO4: Apply the various quality systems.
CO5: Demonstrate implementation of Total quality management.
CO6: Organize for quality and development of quality culture.

TEXT BOOK:
T1 Total Quality Management Dale H Besterfield, Pearson Education Inc., 7th Edition
2008
T2 Total Quality Management, Poornima M. Charantimath, Pearson India Pvt Ltd., 2017
Edition
REFERENCE BOOK:
R1 Total Quality Management, James R. Evans, James W. Dean, South Western
Educational Publishing, 9th Edition 2002
R2 Total Quality Management: Text With Cases, John S. Oakland, Butterworth-
Heinemann An imprint of Elsevier, Third edition 2003
R3 Total Quality Management –Key concepts and Case studies, D R Kiran 2017
Butterworth-Heinemann Elsevier Inc.
Web Links (if any): www.nptel.ac.in
Scheme of Evaluation (100 marks)
Continuous Internal Evaluation [CIE] (maximum 30 marks)
● Will be evaluated for 30 marks out of which 20marks for IA, 05marks for
MCQs and 05marks for attendance.
● IA Question paper pattern (30marks)
● 6 questions with internal choice (1or 2, 3 or 4, 5 or 6) each question carries 15
marks.

Semester End Examination [SEE] (maximum 70 marks)

● Question paper consists of 8 questions
● Each question shall carry 14 marks with two to three subdivisions.
● The students are required to answer five questions