BA9203 TOTAL QUALITY MANAGEMENT Syllabus for 1st Sem MBA -First semester - Regulation 2009 - Anna University
BA9203 TOTAL QUALITY MANAGEMENT L T P C
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UNIT I INTRODUCTION TO QUALITY MANAGEMENT 9
Definitions – TOM framework, benefits, awareness and obstacles. Quality – vision, mission and policy statements. Customer Focus – customer perception of quality, Translating needs into requirements, customer retention. Dimensions of product and service quality. Cost of quality.
UNIT II PRINCIPLES AND PHILOSOPHIES OF QUALITY MANAGEMENT 9
Overview of the contributions of Deming, Juran Crosby, Masaaki Imai, Feigenbaum, Ishikawa, Taguchi techniques – introduction, loss function, parameter and tolerance design, signal to noise ratio. Concepts of Quality circle, Japanese 5S principles and 8D methodology.
UNIT III STATISTICAL PROCESS CONTROL AND PROCESS CAPABILITY 9
Meaning and significance of statistical process control (SPC) – construction of control charts for variables and attributed.
Process capability – meaning, significance and measurement – Six sigma concepts of process capability.
Reliability concepts – definitions, reliability in series and parallel, product life characteristics curve.Total productive maintenance (TMP) – relevance to TQM, Terotechnology. Business
process re-engineering (BPR) – principles, applications, reengineering process, benefits and
UNIT IV TOOLS AND TECHNIQUES FOR QUALITY MANAGEMENT 9
Quality functions development (QFD) – Benefits, Voice of customer, information organization, House of quality (HOQ), building a HOQ, QFD process. Failure mode effect analysis (FMEA) – requirements of reliability, failure rate, FMEA stages, design, process and documentation. Seven old (statistical) tools. Seven new management tools. Bench marking and POKA YOKE.
UNIT V QUALITY SYSTEMS ORGANIZING AND IMPLEMENTATION 9
Introduction to IS/ISO 9004:2000 – quality management systems – guidelines for performance improvements. Quality Audits. TQM culture, Leadership – quality council, employee involvement, motivation, empowerment, recognition and reward- Introduction to software quality.
TOTAL: 45 PEROIDS
1. Dale H.Besterfield et al, Total Quality Management, Third edition, Pearson Education
(First Indian Reprints 2004).
2. Shridhara Bhat K, Total Quality Management – Text and Cases, Himalaya Publishing
House, First Edition 2002.
1. Douglas C. Montgomory, Introduction to Statistical Quality Control, Wiley Student
Edition, 4th Edition, Wiley India Pvt Limited, 2008.
2. James R. Evans and William M. Lindsay, The Management and Control of Quality, Sixth Edition, Thomson, 2005.
3. Poornima M.Charantimath, Total Quality Management, Pearson Education, First
Indian Reprint 2003.
4. Indian standard – quality management systems – Guidelines for performance