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QM Syllabus

This document outlines the objectives and units of a quality management course. The objectives are to recognize the importance of quality management, gain comprehensive knowledge of quality management, and study tools and techniques for enhancing quality. The five units cover topics like quality control stages, leadership, customer focus, statistical process control, six sigma, benchmarking, total productive maintenance, ISO standards, and sustaining a quality organization. Key quality management concepts, methods, and frameworks are discussed across the units.

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Santhosh Chandran R
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135 views

QM Syllabus

This document outlines the objectives and units of a quality management course. The objectives are to recognize the importance of quality management, gain comprehensive knowledge of quality management, and study tools and techniques for enhancing quality. The five units cover topics like quality control stages, leadership, customer focus, statistical process control, six sigma, benchmarking, total productive maintenance, ISO standards, and sustaining a quality organization. Key quality management concepts, methods, and frameworks are discussed across the units.

Uploaded by

Santhosh Chandran R
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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QUALITY MANAGEMENT

Objectives:
To recognize the importance of Quality Management
To have comprehensive knowledge of quality management
To study the tools and techniques which are needed for enhancing quality.
UNIT-I
Stages of quality control, History of quality, Quality management and its importance, Contributions of
quality gurus, Impact of quality on business performance, Distinction between product quality and service
quality, Desirable qualities of a leader, Leadership grid, Quality information system, Strategy
development and deployment, Need for quality approach to strategy, Quality and its types, Supporting
policies

UNIT II
Functions of human resource management (HRM), recruitment and selection, Training Methods, quality
circles- Steps of quality circle meetings, Implementation of quality circle, Rewards and recognition,
Customer Focus - Customer focus Vs Process focus, Internal customers and management, Quality edge,
Factors affecting customer satisfaction, Role of marketing for customer satisfaction, Importance of
customer retention, Impact of Customer Retention on Profitability, Steps of developing customer focus

UNIT III
_
Process and Statistical Quality Control- quality system, control chart for variables (X and
_
R) and (X and S charts ), control charts for attributes (p, c and u charts), Quality function deployment,
Six Sigma - elements of sig sigma, DMAIC Methodology, DMADV Methodology, six sigma technical
tools, Benchmarking - types of benchmarking, stages of benchmarking process, Cost of quality- Activity
based costing, Introduction to Shainin techniques, Business performance management - performance
measures and their importance, balanced score card, quality control activities during product cycle and
balanced score card

UNIT IV
Total productive maintenance - objectives of TPM, performance measures of maintenance system, pillars
of TPM, stages of implementation of TPM , reliability, Failure modes and effects analysis (FMEA),
Analysis of Variance (ANOVA) - complete factorial experiment with three factors, Orthogonal arrays -
design of orthogonal arrays, ANOVA for orthogonal array with two-level factors, ISO 9000 series and
ISO 9000:2000.

UNIT V
Malcolm Baldrige National Quality Award - Baldrige criteria, criteria of Baldrige award for performance
excellence, steps of effective Baldrige assessment, Business process reengineering- steps of business
process reengineering, measures of performance of BPR, applications of BPR, Building and sustaining
total quality - role of quality professionals for quality organization, relevance of organizational culture to
quality management, cultural change, employees role in cultural change, Sustaining quality organization
- steps to Sustain Quality Organization, Quality Organization Sustenance Tools
Text Books:

1 Panneerselvam, R. and Sivasankaran, P., Quality Management, PHI Learning, New Delhi,
2014.
2 Besterfield, D.H., Carol Bsterfield- Michna, Besterfield, G.H., Mary Besterfiled-Sacre, Total
Quality Management, Pearson Education, Inc., USA, 2003.

REFERENCES

3 Feigenbaum, A.V., Total Quality Control, McGraw-Hill, New York, 1983.


4 Phillip J. Ross, Taguchi Techniques for Quality Engineering, Tata McGraw-Hill (Second
Edition), New Delhi, 2005.
5 Saaty, T.L., Fundamentals of Decision Making and Priority Theory with the Analytic
Hierarchy Process, Vol.6, RWS Publications, Pittsburg, PA., 2000.
6 Summers, C.S., Quality Management: creating and Sustaining Organizational Effectiveness,
Prentice-Hall of India, New Delhi, 2005.

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