Module 1

Module 1: TQM Principles (6 hours)

1. Quality Concepts – Definition of Quality, Dimensions of Quality, Cost of Quality and Quality Gurus.
2. TQM Philosophy – Principles of TQM, Deming’s Philosophy, Juran’s Philosophy & Crosby’s Philosophy.
3. Quality Management System – ISO.
4. Customer Focus, Supplier partnership and Employee Involvement.

Module 2

Module 2: Design for Quality (6 hours)

1. Detailed Design – Product Development & Quality Function Deployment (QFD), Target and Tolerance Design, Taguchi Loss Function for Tolerance Design.
2. Design for Reliability – Mathematics of Reliability & System Reliability.
3. Design Optimization – Fault Tree Analysis, Design for manufacturability, environment responsibility and excellence.
4. Total Productive Maintenance (TPM) – Concept & Improvement Needs.

Module 3

Module 3: Measuring & Controlling the Quality (6 hours)

1. Statistical Fundamentals – Sampling Distributions, Confidence Intervals, Measures of Central Tendency and Dispersion, Population and Sample, Normal Curve.
2. Measuring the Quality – Measurement of Quality control, system evaluation and process capability measurement.
3. Controlling the Quality – Statistical Process Control for Variables & Attributes.

Module 4

Module 4: Analysis & Improve the Quality (6 hours)

1. Seven QC Tools – Stratification, Check Sheets, Control Chart, Histogram, Pareto Chart, Cause- and-effect diagram & Scatter diagram.
2. New Management and planning tools – 5 Why Analysis, Affinity Diagram, Interrelationship Digraph & Tree Diagram, Matrix Diagram, Matrix Data Analysis, Process Decision Program Chart and Arrow Diagram.

Module 5

Module 5: Improve for Quality Excellence (6 hours)

1. Continuous Process Improvements – Benchmarking, PDCA Cycle, 6S, Kaizen, Lean and Six- Sigma principles.
2. Leadership – Characteristics of Quality Leaders, The 7 Habits of Highly Effective People, Ethics & The Deming Philosophy.

Course Description

Quality Management is a description of the culture, attitude and organization of a company or a business that aims to provide, and continue to provide, its customers with products and services that satisfy their needs. The culture requires quality in all aspects of the company’s or business operations with the aim to perform things right at the very first attempt and defects and waste are eradicated entirely from operations. Quality Control, Quality Assurance, Total Quality Management and Six-sigma are varied nomenclatures used in literature to achieve the goal of quality. It is the quality of the product or services at a reasonable cost with good design that can bring the country to the top of the technologically advanced nation today. Quality Management optimizes the entire business processes to achieve business excellence.

This course introduces major concepts of quality, statistical techniques and problem-solving tools used in quality management. It introduces quality management and its role in enhancing value creation. Emphasis is given to familiarize the students with the basic foundations of quality with customer, process and workforce focus, statistical methods in quality management, design for quality and product excellence, measuring and controlling quality, process improvement and six sigma. Several cases have been suitably mapped for every module for class discussion.

Course Outcomes& Learning levels

On successful completion of the course, students will be able to apply quality principles to real- world scenarios and improve business processes both in manufacturing and services. On completing the course, students will be able to,

1. Evaluate the principles of Quality Management and explain how these principles can be applied (Evaluate)
2. Use appropriate tools and techniques to design the quality system (Evaluate)
3. Measure and control the quality of a business through appropriate tools and techniques (Evaluate)
4. Analysis of the quality of the business process through appropriate tools and techniques (Evaluate)
5. Continuously Improve the business to achieve business excellence (Evaluate)

Evaluation Pattern

*Based on assignments / Tests / Quizzes / Case Studies / Projects / Term paper / Field visit report.

Course Text

1. Managing for Quality and Performance Excellence, 9th Edition, James R Evans and William
2. Lindsay, Cengage Learning.

Reference Books

1. Dale H. Besterfield, Carol Besterfield Michna, Glen Besterfield, Mary Besterfield Sacre, Hemant Urdhwareshe & Rashmi Urdhwareshe “Total Quality Management”, Pearson.
2. Suganthi.L and Anand Samuel, “Total Quality Management”, Prentice Hall (India) Pvt. Ltd., 2006.
3. Janakiraman. B and Gopal.R.K., “Total Quality Management – Text and Cases”, Prentice Hall (India) Pvt. Ltd., 2006.