Southern University Bangladesh

Undergraduate Program Course Title: Total Quality Management (TQM) Course Code: Syllabus
Course Objective To understand the Total Quality Management concept and principles and the various tools available to achieve Total Quality Management. To understand the statistical approach for quality control. To create an awareness about the ISO and QS certification process and its need for the industries. Course Description This course includes the introductory aspects of quality, cost of quality, techniques of quality measurement, principles of TQM, techniques of quality improvement, statistical tools of quality control, tools of TQM, quality systems, and different aspects of Six Sigma. Course Contents Chapter 1: Introduction Definition of Quality, Dimensions of Quality, Quality Planning, Quality costs - Analysis Techniques for Quality Costs, Basic concepts of Total Quality Management, Historical Review, Principles of TQM, Leadership Concepts, Role of Senior Management, Quality Council, Quality Statements, Strategic Planning, Deming Philosophy, Barriers to TQM Implementation. Chapter 2: TQM Principles Customer satisfaction Customer Perception of Quality, Customer Complaints, Service Quality, Customer Retention, Employee Involvement Motivation, Empowerment, Teams, Recognition and Reward, Performance Appraisal, Benefits, Continuous Process Improvement Juran Trilogy, PDSA Cycle, 5S, Kaizen, Supplier Partnership Partnering, sourcing, Supplier Selection, Supplier Rating, Relationship Development, Performance Measures Basic Concepts, Strategy, Performance Measure. Chapter 3: Quality Improvement Techniques Pareto Diagrams, Cause-Effect Diagrams, Scatter Diagrams, Run Charts, Cause and Effect Diagrams Chapter 4: Statistical Process Control (SPC) What is Statistical Quality Control? Sources of Variation, Descriptive Statistics, Statistical Process Control Method, Control Chart for Variables, Control Chart for Attributes, C Charts, Process Capability, Developing OC Curve, Average Outgoing Quality

Chapter 5: TQM Tools Benchmarking Reasons to Benchmark, Benchmarking Process, Quality Function Deployment (QFD) House of Quality, QFD Process, Benefits, Taguchi Quality Loss Function, Total Productive Maintenance (TPM) Concept, Improvement Needs, FMEA Stages of FMEA. Chapter 6: Quality Systems Need for ISO 9000 and Other Quality Systems, ISO 9000:2000 Quality System Elements, Implementation of Quality System, Documentation, Quality Auditing, TS 16949, ISO 14000 Concept, Requirements and Benefits. Chapter 7: Six Sigma Six sigma definition, goal of six sigma, Six sigma level Vs Number of defective units, Evaluation of six sigma, Six Sigma methodology DMAIC & IDOV, Important Concepts of Six Sigma Basic Text: 1. Dale H.Besterfiled, et al., Total Quality Management, Pearson Education, Inc. 2003. (Indian reprint 2004). ISBN 81-297-0260-6. Reference Text: 1. James R.Evans & William M.Lidsay, The Management and Control of Quality, (5th Edition), South-Western (Thomson Learning), 2002 (ISBN 0-32406680-5). 2. Feigenbaum.A.V. Total Quality Management, McGraw-Hill, 1991. Course Planning: Mid-term Examination: Final Examination: Marks Distribution Attandance Class Test Assignment Mid-term Final Total Chapter - 1, 2, 3 Chapter - 4, 5, 6, 7 05 10 10 25 50 100

Suman Mazumder Lecturer Department of Business Administration Southern University Bangladesh

Southern University Bangladesh

Undergraduate Program Lecture Planning Course Title: Total Quality Management (TQM) Course Code: Description
Chapter 1: Introduction Definition of Quality, Dimensions of Quality, Quality Planning, Quality costs - Analysis Techniques for Quality Costs Chapter 1: Introduction Basic concepts of Total Quality Management, Historical Review, TQM, Leadership Concepts, Role of Senior Management for TQM Chapter 1: Introduction Quality Council, Quality Statements, Strategic Planning, Deming Philosophy, Barriers to TQM Implementation Chapter 2: TQM Principles Customer satisfaction Customer Perception of Quality, Customer Complaints, Service Quality, Customer Retention Chapter 2: TQM Principles Employee Involvement Motivation, Empowerment, Teams, Recognition and Reward, Performance Appraisal Chapter 2: TQM Principles Benefits, Continuous Process Improvement Juran Trilogy, PDSA Cycle, 5S, Kaizen Chapter 2: TQM Principles Supplier Partnership Partnering, sourcing, Supplier Selection, Supplier Rating, Relationship Development Chapter 2: TQM Principles Performance Measures Basic Concepts, Strategy, Performance Measure Chapter 3: Quality Improvement Techniques Pareto Diagrams, Cause-Effect Diagrams Scatter Diagrams, Run Charts Cause and Effect Diagrams

Lecture Lecture 1

Remarks

Lecture 2

Lecture 3

Class Test 1

Lecture 4

Lecture 5

Lecture 6

Lecture 7

Lecture 8

Assignment 1

Lecture 9

Lecture 10 Chapter 3: Quality Improvement Techniques Lecture 11 Chapter 3: Quality Improvement Techniques Lecture 12 Review Class Mid-term Examination Lecture 13 Chapter 4: Statistical Process Control (SPC)

What is Statistical Quality Control? Sources of Variation, Descriptive Statistics

Lecture 14 Chapter 4: Statistical Process Control (SPC)

Statistical Process Control Method, Control Chart for Variables, Control Chart for Attributes C Charts, Process Capability, Developing OC Curve, Average Outgoing Quality Benchmarking Reasons to Benchmark, Benchmarking Process Quality Function Deployment (QFD) House of Quality, QFD Process, Benefits, Taguchi Quality Loss Function Total Productive Maintenance (TPM) Concept, Improvement Needs, FMEA Stages of FMEA Need for ISO 9000 and Other Quality Systems, ISO 9000:2000 Quality System Elements, Implementation of Quality System Documentation, Quality Auditing, TS 16949, ISO 14000 Concept, Requirements and Benefits Six sigma definition, goal of six sigma, Six sigma level Vs Number of defective units Evaluation of six sigma, Six Sigma methodology DMAIC & IDOV, Important Concepts of Six Sigma

Lecture 15 Chapter 4: Statistical Process Control (SPC)

Lecture 16 Chapter 5: TQM Tools Lecture 17 Chapter 5: TQM Tools

Lecture 18 Chapter 5: TQM Tools

Class Test 2

Lecture 19 Chapter 6: Quality Systems Lecture 20 Chapter 6: Quality Systems Lecture 21 Chapter 6: Quality Systems

Lecture 22 Chapter 7: Six Sigma

Lecture 23 Chapter 7: Six Sigma

Assignment 2

Lecture 24 Review Class Final Examination

Suman Mazumder Lecturer Department of Business Administration Southern University Bangladesh