INDIAN INSTITUTE OF MANAGEMENT KOZHIKODE

Executive Post Graduate Programme in Management

Course Outline

Course Code and Course Title (EPGP402) QUALITY MANAGEMENT Formatted: Strikethrough
Course type Compulsory
Pre-requisites (if any) NIL
Course Credit 2
Total no. of sessions 16 (20 hours)
Session Duration 75 minutes each
Term/Quarter IV
Year and Batch 1st Year 2021-22, EPGP - Batch 14
Sections (if any) Section A,B,C & D

Instructor(s) Dr. Saparya Suresh (SS) &

Dr. Sandip Barui (SB)
Contact Details SS: 0495-2809651 (Off), saparya@iimk.ac.in
SB: 0495-2809684 (Off), sandipbarui@iimk.ac.in
Office SS: Phase 5, FC-01, IIMK campus
SB: MDC Block, Faculty Cabin, M09
Consultation Hours By appointment
Emails can be sent anytime and would be responded
at the earliest.

Introduction

This course - "Quality Management" promotes quality as the major strategic priority for any
business. Topics under this course would be taught by following a hierarchical framework
comprising of “organization-wide quality”, “product quality” and “process quality”. Under
the organization-wide quality, the general philosophies (i.e., the teachings of quality gurus),
initiatives (such as Total Quality Management (TQM), Six Sigma, ISO 9000, Deming’s
Prize, etc.) undertaken as part of establishing quality culture within the organizations will be
dealt with. This will be followed by an overview of relevant tools and techniques related to
“process quality” (such as “the magnificent seven”, “new management and planning tools”,
control charts, process capability, etc.) and that of “product quality” (such as Quality
Function Deployment (QFD), Design of Experiments (DoE), Taguchi methods, etc.). Thus,
this course attempts to characterize much of the latest theory and application of quality
management principles.

Learning Outcomes/Course Objectives

At the end of this course, the participants would be able to

• Explain the importance of quality in terms of the products and/or services provided by
their organization
• Distinguish between the nuances of Total Quality Management (TQM), Six Sigma, ISO
9000, etc. and awards for excellence such as, Deming’s Prize, Malcolm Baldrige
National Quality Award (MBNQA), etc.
• Describe and utilize tools & techniques such as Statistical Process Control and Design
of Experiments for problem identification and continuous improvement.
Textbooks and Learning Materials

Text Book(s)

• Evans J.R. and Lindsay, W.M. (2014), “Managing for Quality and Performance
Excellence”, 9th Edition, CENGAGE India Private Limited, New Delhi. (ISBN:
9788131500668)

Reference Book(s)
• Mitra, A. (2012), "Fundamentals of Quality Control and Improvement", 3rd Edition,
John Wiley & Sons, USA.
• Gitlow, H.S., Oppenheim, A.J., Oppenheim, R., Levine, D.M., “Quality Management”,
Tata McGraw-Hill, New Delhi, Latest Indian Edition.
• Gryna, F.M., Chua, R.C.H. and De Feo, J.A. (2008), "Juran's Quality Planning and
Analysis: For Enterprise Quality" Tata McGraw-Hill Publishing Company Limited,
New Delhi.

Additional Reading(s)

The following list of readings and cases would be uploaded in the Moodle (the Learning
Management System (LMS)) and the participants can download the same:

RM1. Garvin, D.A. (1987), “Competing on eight dimensions of Quality”, Harvard Business
Review, Vol. 65 No. 6, pp.101-109.
RM2. An overview of TQM (Chapter from a book)
RM3. Pyzdek, T., “The 1.5 Sigma Shift”, Quality Digest.
RM4. Hauser, J.R. and Clausing, D. (1988), "The house of quality", Harvard Business
Review, Vol.66 No. 3, pp.63-73.
RM5. Antony, F. and Antony, F.F. (2001), “Teaching the Taguchi method to industrial
engineers”, Work Study, Vol. 50 No. 4, pp.141-149.
RM6. Notes on Quality Control Tools (Old & New)
RM7. Lot-by-Lot Acceptance Sampling for Attributes (Chapter from a book)

C1. Chopra, S. (2004), "Six Sigma Quality at Flyrock Tires", [KEL028-PDF-ENG]

C2. Boepple, J. (2013), "Samsung Electronics: Analyzing Qualitative Complaint Data",
[KEL738-PDF-ENG]
C3. Chopra, S. (2004), “Excel Logistics Services” [KEL019-PDF-ENG]

In addition, electronic copies of other relevant reading materials (if any) will be uploaded in
the Moodle as and when required.

Technology and Software (if any)

Microsoft Excel/Minitab. These packages can be used to demonstrate the calculations related
to Statistical Process Control and Design of Experiments.

Other Resources (Journals, Internet Websites) (if any)

NIL
Pedagogy – Learning Process

This course would use a variety of pedagogical tools such as lectures, case discussions, real-
life examples, numerical problems, videos, etc. to support the learning activities. The
instructor expects the participants/executives to participate actively in the class.
Participants/executives are expected to read the textbooks or other assigned reading materials
outside of class and participate in the critical evaluation of the material through class
discussion.

Evaluation Components/Assessment of Student Learning

Evaluation Component Percentage Description

/Assessment Tool
Quizzes (Best 2 out of 3)
End term Exam
Case Analysis and Project*
20% These components are required to check and
60% evaluate the participants/executives’ ability
to synthesize the concepts and application of
appropriate tools and techniques
20% Participants are expected to work in teams
for case analysis and project.

The case analysis would provide them

adequate opportunities to explore diverse
perspectives for analyzing a business
problem related to quality.

The project component facilitates

participants /executives to integrate the
information and skills that were accumulated
from their course with the applied research in
their chosen work place areas. In particular,
they may apply few of the tools and
techniques learnt in this course to solve a
real-life business problem or examine the
role of quality in an organization by studying
it with respect to the content of this course.
* Marks for case analysis and project would be combined during final grading.

Session Plan**

Session Module Topic Chap No. / Instruct

Reading material / or
Cases
1 Organization Introduction of Quality Chapter 1 SS
wide quality Management, Dimensions of
Quality, Types of Quality RM 1
Costs
2-3 Total Quality Management Chapter 2, 9, 10 SS
(TQM), ISO 9001:2008, Six RM 2 and 3
Sigma C1
4-5 Product quality Quality Function Chapter 3, 7 SS
Deployment, Robust Quality
and Design of Experiments RM 4 and 5
(DOE)
6-8 Process quality Seven Quality Control Tools Chapter 5 SB
Seven New Quality Control RM 4
Tools C2
9-13 Statistical Process Control: Chapter 6, 7, 8, SB
Basics of Control charts, C3 (To be submitted
Various types of control by the participants)
charts, process capability
indices,
14-16 Acceptance sampling Handouts SB

End Term Examination

** Minor changes in the sequence within a module are possible

Additional Instructions (if any)

a. Group formation: Case analysis and project work are supposed to be carried out in
groups. The participants/executives have been given the liberty to form the groups of
their choice for both case submission/presentation and project. The size of the groups
must be in the range of 5 to 6. However, if due to any genuine reason the group size
goes beyond or less than the advised range, the participants/executives will have to take
a prior permission from the instructor explaining the circumstances that lead to the
change in the size.
b. Case analysis: The reading material booklet provided would have the details of the
cases. If required, a soft copy of the cases would also be uploaded in Moodle.
Participants/executives are required to perform a detailed and thorough analysis of the
same based on the lead questions that would be uploaded in the Moodle. The purpose
is to understand and analyze a problem from multiple perspectives and identify various
alternative solutions from the detailed description of cases. Details regarding the case
analysis, submission deadline, etc. will be uploaded in the Moodle.
c. Project Work: A real life operating system has to be chosen and the concepts learnt
should be applied. Necessary data should be collected and analyzed to support the
concepts, which should be documented and presented in the form of a project
report/power point presentation. Details regarding the project report, submission
deadline, etc. will be uploaded in the Moodle.
d. All the submissions are to be made electronically preferably as a MS Word
document and should be sent to the email id of the Teaching Assistants (TAs). The
TAs in the EPGP Kochi campus, in turn, will consolidate all the submissions and pass
on to the instructor.