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Module 1 Introduction to Quality Introduction to quality, Definition of quality,

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Module 1 Introduction to Quality Attributes of quality.

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Module 1 Introduction to Quality Evolution of quality management

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Module 2 Introduction to Quality Concept of Quality Management Programmes such as TQM, Six Sigma, Lean Case Management Progra Management, Kaizen, Zero Defects etc Presentation Module 2 Introduction to Quality Importance of Quality Management Programmes and their impact on Management Progra operations Module 3 Approaches, Philosophy and Programmes of Module 3 Approaches, Philosophy and Programmes of Module 3 Approaches, Philosophy and Programmes of Module 3 Approaches, Philosophy and Programmes of Dr. W. E. Demings - approach to quality management, philosophy, 14 point programme Dr. J. M. Jurans - approach to quality management, philosophy, 10 point programme Mr. Philip. B. Crosbys - approach to quality management, philosophy, 14 point programme Other quality management gurus - approach to quality management, philosophy, programmes Concept of costs associated with quality. Cost of quality model Types of costs of quality Semi quantitative techniques of quality improvement (SQT) Case Presentation Case Presentation Case Presentation Case Presentation Case Presentation Case Presentation Case Presentation Case Presentation Case Presentation Case Presentation Case Presentation Case Presentation Case Presentation

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10 Module 4 Cost of Quality

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11 Module 5 Quality Measurement and Improvement 12 Module 5 Quality Measurement and Improvement 13 Module 5 Quality Measurement and Improvement 14 Module 5 Quality Measurement and Improvement 15 Module 5 Quality Measurement and Improvement 16 Module 5 Quality Measurement and Improvement 17 Module 6 Quality Management Standards

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Non quantitative techniques of quality improvement

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Statistical Quality Control (SQC) with practical applications in manufacturing and service operations Statistical Process Control (SPC) concept and practices

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Practical applications of SPC in manufacturing and service operations

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Acceptance sampling, OC and its applications in developing acceptance sampling plans International quality standards/awards ISO 9000 origin, features, normative standards, certification procedure Indian quality standards/awards International quality standards/awards ISO 9000 origin, features, normative standards, certification procedure Indian quality standards/awards Baldrige Award and its significance as a measure of quality management system of an organization Other international quality standards and awards

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18 Module 6 Quality Management Standards

Case Presentation

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19 Module 6 Quality Management Standards 20 Module 6 Quality Management Standards 21 Module 7 Six Sigma

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Origin of six sigma; variability and six sigma

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22 Module 7 Six Sigma

Significance of shift Calculation of DPMO and its interpretation for a

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process 23 Module 7 Six Sigma Calculation of CPk its significance Methodology DMAIC, DMADV, DFSS

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24 Module 7 Six Sigma

Implementation of six sigma through Master Black Belts

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25 Module 9 Management of service quality 26 Module 9 Management of service quality 27 Module 9 Management of service quality 28 Module 9 Management of service quality 29 Module 9 Management of service quality 30 Module 9 Management of service quality 31 Module 10 Balanced Score Card

Quality management in service organization - concepts

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Quality management in service organization - practices

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Evaluation of quality in service organization

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Improvement of quality in service organization

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Improvement of quality in service organization

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Implementation of quality management systems in service organizations

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Significance of Balanced Score Card in operations Balanced Score Card model Various perspectives in Balanced Score Card Application of Balance Score

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32 Module 10 Balanced Score Card

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33 Module 11 Benchmarking and Best Practices 34 Module 11 Benchmarking and Best Practices 35 Module 12 Implementation

Concept of Benchmarking and best practices. Bench marking model Method of bench marking Types of bench marking Road map for bench marking

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Establishing performance improvement systems in an organization.

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36 Module 12 Implementation

Performance improvement in Indian context

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Course Materia l -