Total Quality Management is a management approach that originated in the 1950s and has steadily become more popular since the early 1980s. Total Quality is a description of the culture, attitude and organization of a company that strives to provide customers with products and services that satisfy their needs. The culture requires quality in all aspects of the company’s operations, with processes being done right the first time and defects and waste eradicated from operations.

Total Quality Management, TQM, is a method by which management and employees can become involved in the continuous improvement of the production of goods and services. It is a combination of quality and management tools aimed at increasing business and reducing losses due to wasteful practices.

Some of the companies who have implemented TQM include Ford Motor Company, Phillips Semiconductor, SGL Carbon, Motorola and Toyota Motor Company.

Objectives of Total Quality Management:

The main purpose of this course is to introduce the main principles of business and social excellence, to genrate knowledge and skills of students to use models and  quality management methodology for the implementation of total quality management in any sphere of business and pubic sector.
Enable the student:
1. To know about the importance of quality & its basic concepts
2. To understand the principles of TQM.
3. To learn the tools & techniques for quality improvements

4. Familiarization with quality management & environmental management
systems

System of Evaluation

Midterm      30 pts

Final           50 pts

Sessional   20 pts

Total          100 pts

Course Outline:

• Quality: Introduction, quality concepts, significance of quality, Total quality, concept of TQM, Principles of TQM , Charting/Planning: Introduction, Operation, Process/Flow charting (including some advance diagrams or charts etc.), Chart symbols, Purchasing parameters, Planning for JIT
• Leadership: Introduction, Leadership Concepts: The 7 Habits of highly effective people, Commitment & policy, creating or changing the management culture, Effective leadership, Ethics, The Deming Philosphy, Implementation, Strategic Planning
• Customer Satiscfaction: Introduction, Customer perception of Quality, Feedback, Service quality, using customer complaints, customer retention
• Employee Involvement: Introduction, Motivation: Maslow's Hierarchy, Herzberg' two factor theory etc., Employee Surveys, Empowerment, teams, Recognition and Rewards.
• Continous Process Improvement: Introduction, The Juran Triology, Improvemetn Strategies, Types of Problem, The PDSA Cycle, Problem Soveing Method, Kaizen, Reengineering, Six Sigma
• Supplier Partnership: Introdution, Principles of Customer/Supplier Relations, Partnering, Sourcing, Supplier Selection,Supplier Certification, Supplier Rating, Relationship Development: Inspetion, trainging, team approach, Recognition.
• Performance Measures: Introduction, Basic concepts, Strategy, Performance Measures Presentation, Cost of quality, Improvement Action Strategy and Plan, Malcolm Baldrige National Quality Award, Balance Score Card.
• Benchmarking:  Introduction, Benchmarking Defined, Reasons to Benchmarking, Process, Deciding what to Benchmark, Understanding current performance, Planning, Studying Others, Learnig from data, Using the Findings, Piffalls and Criticism of Benchmarking.
• Quality related costs: Prevention, Appraisal & failure costs, Models for quality costing, Quality measurements: Significance, inspection planning, Gauging, Measurements, Implementing TQM: TQM & Management of change, planning, The Implementation of TQM, Sustained improvement
• Quality Management System (ISO 9000 series): Significance, Documentation, Implementation & certification, Audits, Expected problems
• Environmental and Occupational Health and Safety Management System (ISO 14000 series): Significance, Documentation, Implementation & certification, Audits, Expected problems
• Quality function development: Introduction and the house of quality, Design for quality: , Innovation,  The QFD teams, Benfits of QFD, The voice of customer, Organization of Infromation, QFD Process.

Text Book:

1. Dale H. Besterfield, “Total Quality Management”.

Reference Books:

1. A.V Feigenbaum, “Total quality control”

2. Oakland J.S, “Total quality Management”

3. ISO 9000 series of standards & ISO 14000 series of standards.

4. Lucy C. Morse, Daniel L. Babcock, “Managing Engineering & Technology 4th Ed.”

5. Banga & Sharma, “Industrial Organization & Management.”

6. Gitlow H.S & Gitlow S.J, “Total Quality Management in action”.

¤Class Timings Of BBA-8th Delta

Monday 7:30 to 9:00 PM

Tuesday 7:30 to 9:00 PM