Syllabus - Total Quality Management (AB 604 (A))

Introduction To Quality Management

Definitions – TOM framework, benefits, awareness and obstacles. Quality – vision, mission and policy statements. Customer Focus – customer perception of quality, Translating needs into requirements, customer retention. Dimensions of product and service quality. Cost of quality.

Principles and Philosophies of Quality Management

Overview of the contributions of Deming, Juran Crosby, Masaaki Imai, Feigenbaum, Ishikawa, Taguchi techniques – introduction, loss function, parameter and tolerance design, signal to noise ratio. Concepts of Quality circle, Japanese 5S principles and 8D methodology.

Statistical Process Control and Process Capability

Meaning and significance of statistical process control (SPC) – construction of control charts for variables and attributed. Process capability, meaning, significance and measurement – Six sigma concepts of process capability. Reliability concepts; definitions,reliability in series and parallel, product life characteristics curve. Total productive maintenance (TMP) – relevance to TQM, Terotechnology. Business process re-engineering (BPR) – principles, applications, reengineering process, benefits and limitations.

Tools and Techniques for Quality Management

Quality functions development (QFD) – Benefits, Voice of customer, organization, House of quality (HOQ), building a HOQ, QFD process. Failure mode effect analysis (FMEA), requirements of reliability, failure rate, FMEA stages, design, process and documentation. Seven old (statistical) tools. Seven new management tools. Bench marking and POKA YOKE.

Quality Systems Organizing and Implementation

Introduction to IS/ISO 9004:2000, quality management systems, guidelines for performance improvements. Quality Audits. TQM culture, Leadership, quality council, employee involvement, motivation, empowerment, recognition and reward- Introduction to software quality.