Introduction: Concept of quality, Definition, Dimensions of quality, Evolution of TQM, Components of TQM, Developing quality Culture.
Customer Focus and Satisfaction: Meeting Customer needs and Expectations, Translating customer needs into requirements (Kano Model) using customer complaints.
Philosophy of TQM: Philosophies of Deming, Crosby, Juran and Taguchi, PDSA Cycle, Costs of Quality, Measuring quality costs, Criteria for Malcom Balridge Quality Award.
Pre-requisite for TQM: Quality Orientation, Leadership, Employee Involvement, Role of ISO9000 QMS , Organizing for quality.
SQC/SPC Techniques: Control charts for variables and attributes, Acceptance sampling, Process Capability studies, Six Sigma approaches, seven tools of SQC.
Quality Function Deployment (QFD): Building a house of Quality, Voice of Customers, applications of QFD.
Quality by Design: Production and product development tools, Taguchi methods, Design of Experiments, Orthogonal Arrays.
Bench Marking: Evolution, Process of benchmarking, Understanding current performance, Types of Benchmarking, issues in Benchmarking.
Tools of TQM: Management Tools, Design review, Pokayoke, Force field analysis, FMEA, FTA, DRM and 5S Principles.
Strategic Quality Management: Principles of Quality Management, Linking with strategic quality management process, TQM Implementation, Continual improvement/Kaizen Program, quality circles , roles of BPR.