Total Quality Management

Irfan Rashid Farooqui Irfan.farooqui@gmail.com Mob: 0333 - 4234559

CAPSULE STATEMENT Increasing competition and globalization has forced organizations to shift their focus from merely offering goods and services at lower costs, to achieving higher customer satisfaction. Total Quality Management (TQM) aims at meeting, rather exceeding, customer expectations, through continual quality improvement of products and services provided by an organization. This goal is achieved through a collection of management and control activities based on the leadership of top management and the involvement of all departments from planning and development to sales and service. This course is aimed at introducing students to the fundamentals of TQM concept, as well as providing them with understanding and necessary skills to utilize various management and statistical techniques that are most widely utilized in implementation of this concept in an organization. The course will also expose students to the issues of implementing TQM in Pakistan. Lectures by guest speakers from the industry and field trip (subject to approval) will be used for this purpose.

LEARNING OBJECTIVES Upon successful completion of this course, the participants will: • learn how the concepts of quality and total quality management fit into the business environment • become familiar with the current quality scenario in Pakistan • be able to effectively use key quality tools to measure and assess process characteristics and performance • become acquainted with local adaptations in managing quality in organizations • learn how to establish TQM functions in organizations • learn how to solve problems using quality tools

LEARNING METHODOLOGY
Reading Material Lectures Focus Handouts Skill Development Exercises Case Studies & Presentations Guest Speaker Seminar Briefing Project

ASSESSMENT

Quiz Assignments & Workshops Mid Term Exam Final Exam

10% 10% 35% 45%

RECOMMENDED TEXT BOOK “Quality Management” by Stanley B. Davis & David L. Goetsch “The certified Manager of Quality” by Russell T. Westcott (Printed by ASQ) “Quality Management” by Kanishka Bedi (Printed by Oxford University Press) SUGGESTED READINGS • • • • • • • Deming, Edward “Out of Crisis” Crosby, P. “Quality is Free” Quality Management Journal Quality Progress The Quality Magazine Asia Pacific Journal of Quality Management The Quality Digest

INTERNET RESOURCES www.asq.org www.piqc.com.pk www.iqd.com/glenn.htm

CALENDAR OF ACTIVITIES

Week
1. Defining Quality

Topic

Activity

2.

TQM Philosophies & Dimensions of Quality

Workshop

3.

7 Basic Quality Tools (Check Sheet, Histogram)

Workshop + Project

4.

Histogram

Quiz 1

5.

7 Basic Quality Tools (Pareto analysis, Control Chart)

Workshop

6.

Process Capability Analysis

Workshop + Quiz 2

Mid Term Workshop + 7. Cost of Quality Assignment Workshop

8.

C & E diagram, Affinity Diagram

9.

Process approach

Quiz 3

10.

Quality Circles, Kaizen, 5 S

11.

Benchmarking, Reengineering, Six Sigma

12.

ISO 9001, MBNQA, EFQM Excellence Award

Quiz 4

End Term Exam

* The course outline is subject to change as per the requirements of the class.