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

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 

  • Commitment and Leadership: Introduction, Commitment & policy, creating

or changing the management culture, Effective leadership.

  • Charting/Planning: Introduction, Operation, Process/Flow charting

(including some advance diagrams or charts etc.), Chart symbols, Purchasing

parameters, Planning for JIT

  • Design for quality: Introduction, Innovation, Quality function development

and the house of quality

  • Quality related costs: Prevention, Appraisal & failure costs, Models for

quality costing

  • Quality measurements: Significance, inspection planning, Gauging,


  • 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 Management System (ISO 14000 series): Significance,

Documentation, Implementation & certification, Audits, Expected problems



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”.





Topics and Readings


Introduction to Total quality approach to quality management


Quality pioneers , Views and key elements of quality


Quality and global competitiveness


Hall marks of TQM Six Sigma concept


Leadership. Roles, habits.types and characteristics


Leadership, ethis and Demings philosophy


Customers satisfaction, service quality, mass customization


Employee involvement, theories of motivation


Employee empowerment, teams and types of teams, team development


Continuous process improvement/ Presentations


Bench marking/ Presentations


Performance management/ Presentations


Supplier relationship/ Presentations


Quality tool/ Presentations


ISO 9000 and total quality


Discussion of important random topics of TQM


¤Class Timings Of BBA-8th Alpha:

Wednesday 7:30 to 9:00 PM

Friday 7:30 to 9:00 PM

¤ Class Timings Of BBA-8th Bravo:

Wednesday 6:00 to 7:30

Friday 6:00 to 7:30


Course Material