Birla Institute of Technology & Science, Pilani

Work-Integrated Learning Programmes Division

Second Semester 2013-2014
Course Handout

Course No. : MM ZG522/CM ZG532/HHSM ZG518

Course Title : Total Quality Management
Instructor : G Pavan Kumar

Course Description

TQM principles and practices; leadership; customer satisfaction; employee involvement; continuous process
improvement; supplier partnership; performance measures; statistical process control; ISO 9000;
benchmarking; quality function deployment; concurrent engineering; experimental design; Taguchi’s quality
engineering; product liability

Scope and Objectives

For the student to be equipped with the skills and knowledge necessary to implement a successful TQM
program in their company, an understanding of the history, purpose and fundamentals of TQM, the tools and
techniques that can improve operations, product quality, process quality, customer satisfaction and
employee involvement, and the various methods to assess progress of the TQM journey.

Upon completion of this course, the students should be able to:

 Identify principles of quality and process innovation and their impact on management strategy and
practice;
 Have an introductory knowledge of quality tools and techniques;
 Apply Total Quality Management and Process Redesign/Innovation principles for competitive edge;
 Identify and prepare for difficulties in implementing change in organizations; and
 Manage complexities of managing and leading in a TQM environment.

Prescribed Text Book

T.1 Besterfield, Dale H., Total Quality Management, Pearson Education, 3 rd Revised Edition, 2011.

Reference Book

R1. Sharma D.D., Total Quality Management, Principles, Implementation & Cases, Sultan Chand &
Sons, New Delhi, 2000
R2. James R. Evans, Total Quality Management, Organization, and Strategy, Thomson, 4 th Ed., 2007.
R3. Besterfield, D.H., Quality Control, Pearson, 7th Ed., 2004.
MM ZG522/CM ZG532/ HHSM ZG518 (Course Handout) Second Semester 2013-2014 Page 2

Plan of Self Study

S.No. Learning Objectives Topic Reference to Text Book

1 Definition, History, Introduction T1-Ch.1
Framework and benefits of
TQM
2,3 Characteristic and roles of a Leadership T1-Ch.2
successful quality leader,
Deming’s philosophy
4 Voice of customer and Customer Satisfaction T1-Ch.3
retention of customer
5 Employee involvement, Employee Involvement, T1-Ch.4, Ch.-5
teamwork, performance Process Improvement
appraisal and rewards, Juran
Trilogy, PDSA, Kaizen, Six-
sigma
6 Selection, certification and Supplier Partnership T1-Ch.6
rating of suppliers
7 Quality costs, Malcolm Performance Measures T1-Ch.7
Baldrige National Quality
Award
8 Comparison with competitors Benchmarking T1-Ch.8
products
9 Review Session
Syllabus for Mid Semester Test (Closed Book): Topics in S. No. 1 to 9
10 ISO 9000+ certifications, Quality Management T1-Ch.10, Ch-11
ISO14000+ certifications Systems, Environmental
quality audits, Management System.
11 Voice of customer, house of Quality Function T1-Ch.12
quality Deployment
12 Rationale and methods Quality by Design T1-Ch.13
13 Methodology and Failure Mode and Effect T1-Ch.14
documentation Analysis
14 Affinity diagram, Management Tools T1-Ch.17
interrelations digraph, tree
and matrix diagrams
15,16 Charts and techniques for Statistical Process Control T1-Ch.18
statistical process control,
Variable Control Charts,
Control charts for Attributes
17 t Test, F test, Orthogonal Experimental Design T1-Ch-19
design, two factors and Full
Factorials
18 Review Session
Syllabus for Comprehensive Exam.(Open Book): All Topics given in Plan of Self Study
MM ZG522/CM ZG532/ HHSM ZG518 (Course Handout) Second Semester 2013-2014 Page 3

Evaluation Scheme:

EC Evaluation Duration Weigh- Day, Date, Session,Time

No. Component & tage
Type of Examination
EC-1 Assignment/Quiz ** Details to be announced 15% ** Details to be announced
on LMS Taxila website by on LMS Taxila website by
Instructor Instructor
EC-2 Mid-Semester Test 2 Hours 35% Saturday, 15/02/2014 (FN)*
(Closed Book)* 10 AM – 12 Noon
EC-3 Comprehensive Exam 3 Hours 50% Saturday, 05/04/2014 (FN)*
(Open Book)* 9 AM – 12 Noon

** Please check the details by January 10, 2014 on LMS Taxila web site.

AN: AfterNoon Session; FN: ForeNoon Session

Closed Book Test: No reference material of any kind will be permitted inside the exam hall.
Open Book Exam: Use of any printed / written reference material (books and notebooks) will be permitted
inside the exam hall. Loose sheets of paper will not be permitted. Computers of any kind will not be allowed
inside the exam hall. Use of calculators will be allowed in all exams. No exchange of any material will be
allowed.

Note:
It shall be the responsibility of the individual student to be regular in maintaining the self study
schedule as given in the course handout, attend the online/on demand lectures as per details that
would be put up in the BITS LMS Taxila website www.taxila.bits-pilani.ac.in and take all the
prescribed components of the evaluation such as Assignment (Course Page on LMS Taxila), Mid
Semester Test and Comprehensive Examination according to the Evaluation Scheme given in the
respective Course Handout. If the student is unable to appear for the Regular Test/Examination due
to genuine exigencies, the student must refer to the procedure for applying for Make-up
Test/Examination, which will be available through the Important Information link on the BITS
LMS Taxila website www.taxila.bits-pilani.ac.in on the date of the Regular Test/Examination.
The Make-up Tests/Exams will be conducted only at selected exam centres on the dates to be
announced later.

Instructor-in-Charge