GE2022 TOTAL QUALITY MANAGEMENT ANNA UNIVERSITY SYLLABUS

UNIT I INTRODUCTION 9

Definition of Quality, Dimensions of Quality, Quality Planning, Quality costs - Analysis

Techniques for Quality Costs, Basic concepts of Total Quality Management, Historical

Review, Principles of TQM, Leadership – Concepts, Role of Senior Management,

Quality Council, Quality Statements, Strategic Planning, Deming Philosophy, Barriers to

TQM Implementation.

UNIT II TQM PRINCIPLES 9

Customer satisfaction – Customer Perception of Quality, Customer Complaints, Service

Quality, Customer Retention, Employee Involvement – Motivation, Empowerment,

Teams, Recognition and Reward, Performance Appraisal, Benefits, Continuous Process

Improvement – Juran Trilogy, PDSA Cycle, 5S, Kaizen, Supplier Partnership –

Partnering, sourcing, Supplier Selection, Supplier Rating, Relationship Development,

Performance Measures – Basic Concepts, Strategy, Performance Measure.

UNIT III STATISTICAL PROCESS CONTROL (SPC) 9

The seven tools of quality, Statistical Fundamentals – Measures of central Tendency

and Dispersion, Population and Sample, Normal Curve, Control Charts for variables and

attributes, Process capability, Concept of six sigma, New seven Management tools.

UNIT IV TQM TOOLS 9

Benchmarking – Reasons to Benchmark, Benchmarking Process, Quality Function

Deployment (QFD) – House of Quality, QFD Process, Benefits, Taguchi Quality Loss

Function, Total Productive Maintenance (TPM) – Concept, Improvement Needs, FMEA –

Stages of FMEA.

UNIT V QUALITY SYSTEMS 9

Need for ISO 9000 and Other Quality Systems, ISO 9000:2000 Quality System –

Elements, Implementation of Quality System, Documentation, Quality Auditing, QS

9000, ISO 14000 – Concept, Requirements and Benefits.

TEXT BOOKS

1. Dale H.Besterfiled, et at., “Total Quality Management”, Pearson Education Asia,

1999. (Indian reprint 2002).

2. James R.Evans & William M.Lidsay, The Management and Control of Quality, (5

th

Edition), South-Western (Thomson Learning), 2002 (ISBN 0-324-06680-5).

REFERENCES

1. Feigenbaum.A.V. “Total Quality Management, McGraw-Hill, 1991.

2. Oakland.J.S. “Total Quality Management Butterworth – Heinemann Ltd., Oxford.

1989.

3. Narayana V. and Sreenivasan, N.S. Quality Management – Concepts and Tasks,

New Age International 1996.

4. Zeiri. “Total Quality Management for Engineers Wood Head Publishers, 1991.