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INTRODUCTION Meaning of quality – orientation to customer satisfaction Scope of TQM Basics and Imperatives of TQM Cost of quality and its relevance to TQM Concept of Kaizen and continuous improvement UNIT 2. STATISTICAL QUALITY CONTROL Concept of SQC Acceptance sampling and inspection plans Statistical process control Process capability studies UNIT 3. PEOPLES ISSUES IN TQM Leadership issues Total employee involvement 5 S concept Quality circles UNIT 4. QUALITY MANAGEMENT SYSTEMS Quality audits Lead assessment & ISO - 9000 UNIT 5. QUALITY GURUS AND LEARNINGS FROM THEM Issues on quality by o Demming o Crosby o Taguchi o Juran Books Recommended: Total Quality Management (by) Besterfield (Pearson) Production & Operations Management (by) S. N. Chary (TMH)