GE3752 Total Quality Management Syllabus - Anna University

GE3752 TOTAL QUALITY MANAGEMENT

L T P C: 3 0 0 3 | Total Hours: 45 Periods

COURSE OBJECTIVES

• Teach the need for quality, its evolution, basic concepts, contribution of quality gurus, TQM framework, Barriers and Benefits of TQM.
• Explain the TQM Principles for application.
• Define the basics of Six Sigma and apply Traditional tools, New tools, Benchmarking and FMEA.
• Describe Taguchi's Quality Loss Function, Performance Measures and apply Techniques like QFD, TPM, COQ and BPR.
• Illustrate and apply QMS and EMS in any organization.

UNIT I: INTRODUCTION

Introduction - Need for quality - Evolution of quality - Definition of quality - Dimensions of product and service quality – Definition of TQM-- Basic concepts of TQM - Gurus of TQM (Brief introduction) -- TQM Framework- Barriers to TQM –Benefits of TQM.

UNIT II: TQM PRINCIPLES

Leadership - Deming Philosophy, Quality Council, Quality statements and Strategic planning- Customer Satisfaction –Customer Perception of Quality, Feedback, Customer complaints, Service Quality, Kano Model and Customer retention – Employee involvement – Motivation, Empowerment, Team and Teamwork, Recognition & Reward and Performance Appraisal-- Continuous process improvement –Juran Trilogy, PDSA cycle, 5S and Kaizen - Supplier partnership – Partnering, Supplier selection, Supplier Rating and Relationship development.

UNIT III: TQM TOOLS & TECHNIQUES I

The seven traditional tools of quality - New management tools - Six-sigma Process Capability- Bench marking - Reasons to benchmark, Benchmarking process, What to Bench Mark, Understanding Current Performance, Planning, Studying Others, Learning from the data, Using the findings, Pitfalls and Criticisms of Benchmarking - FMEA - Intent, Documentation, Stages: Design FMEA and Process FMEA.

UNIT IV: TQM TOOLS & TECHNIQUES II

Quality circles – Quality Function Deployment (QFD) - Taguchi quality loss function – TPM – Concepts, improvement needs – Performance measures- Cost of Quality - BPR.

UNIT V: QUALITY MANAGEMENT SYSTEM

Introduction-Benefits of ISO Registration-ISO 9000 Series of Standards-Sector-Specific Standards - AS 9100, TS16949 and TL 9000- ISO 9001 Requirements-Implementation-Documentation- Internal Audits-Registration-ENVIRONMENTAL MANAGEMENT SYSTEM: Introduction—ISO 14000 Series Standards—Concepts of ISO 14001—Requirements of ISO 14001-Benefits of EMS.

COURSE OUTCOMES

At the end of the course:

• CO1: Ability to apply TQM concepts in a selected enterprise.
• CO2: Ability to apply TQM principles in a selected enterprise.
• CO3: Ability to understand Six Sigma and apply Traditional tools, New tools, Benchmarking and FMEA.
• CO4: Ability to understand Taguchi's Quality Loss Function, Performance Measures and apply QFD, TPM, COQ and BPR.
• CO5: Ability to apply QMS and EMS in any organization.

TEXT BOOKS

1. Dale H.Besterfiled, Carol B.Michna, Glen H. Besterfield, Mary B.Sacre, Hemant Urdhwareshe and Rashmi Urdhwareshe, "Total Quality Management", Pearson Education Asia, Revised Third Edition, Indian Reprint, Sixth Impression, 2013.

REFERENCES

1. Joel.E. Ross, "Total Quality Management – Text and Cases", Routledge, 2017.
2. Kiran.D.R, "Total Quality Management: Key concepts and case studies, Butterworth – Heinemann Ltd, 2016.
3. Oakland, J.S. "TQM – Text with Cases", Butterworth – Heinemann Ltd., Oxford, Third Edition, 2003.
4. Suganthi, L and Anand Samuel, "Total Quality Management", Prentice Hall (India) Pvt. Ltd., 2006.