GE2022 TOTAL QUALITY MANAGEMENT lecture notes
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UNIT I INTRODUCTION
Introduction - Need for quality - Evolution of quality - Definition of quality - Dimensions of
manufacturing and service quality - Basic concepts of TQM - Definition of TQM – TQM
Framework - Contributions of Deming, Juran and Crosby – Barriers to TQM.
UNIT II TQM PRINCIPLES
Leadership – Strategic quality planning, Quality statements - Customer focus –
Customer orientation, Customer satisfaction, Customer complaints, Customer retention -
Employee involvement – Motivation, Empowerment, Team and Teamwork, Recognition
and Reward, Performance appraisal - Continuous process improvement – PDSA cycle,
5s, Kaizen - Supplier partnership – Partnering, Supplier selection, Supplier Rating.
UNIT III TQM TOOLS & TECHNIQUES I
The seven traditional tools of quality – New management tools – Six-sigma: Concepts,
methodology, applications to manufacturing, service sector including IT – Bench marking
– Reason to bench mark, Bench marking process – FMEA – Stages, Types.
UNIT IV TQM TOOLS & TECHNIQUES II
Quality circles – Quality Function Deployment (QFD) – Taguchi quality loss function –
TPM – Concepts, improvement needs – Cost of Quality – Performance measures.
UNIT V QUALITY SYSTEMS
Need for ISO 9000- ISO 9000-2000 Quality System – Elements, Documentation, Quality
auditing- QS 9000 – ISO 14000 – Concepts, Requirements and Benefits – Case studies
of TQM implementation in manufacturing and service sectors including IT.