UNIT I : INTRODUCTION TO QUALITY MANAGEMENT 9
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.
UNIT II: PRINCIPLES AND PHILOSOPHIES OF QUALITY MANAGEMENT 9
Overview of the contributions of Deming, Juran Crosby, Masaaki Imai, Feigenbaum, Ishikawa, Taguchi, Shingeo and Walter Shewhart. Concepts of Quality circle, Japanese 5S principles and 8D methodology.
UNIT III: TATISTICAL PROCESS CONTROL AND PROCESS CAPABILITY 9
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 producti9ve maintenance (TMP) – relevance to TQM, Terotecchnology.Business process re-engineering (BPR) – principles, applications, reengineering process, benefits and limitations.
UNIT IV: TOOLS AND TECHNIQUES FOR QUALITY MANAGEMENT 9
Quality functions development (QFD) – Benefits, Voice of customer, information 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. Taguchi techniques – introduction, loss function, parameter and tolerance design, signal to noise ratio. Seven old (statistical) tools. Seven new management tools. Bench marking and POKA YOKE.
UNIT V: QUALITY SYSTEMS ORGANIZING AND IMPLEMENTATION 9
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.Information technology – computers and quality functions, internet and electronic communications. Information quality issues.