[PDF] GE6757 Total Quality Management (TQM) 2013 Regulation Syllabus and Notes for Anna University Students

Introduction - Need for quality - Evolution of quality - Definitions of quality - Dimensions of productand service quality - Basic concepts of TQM - TQM Framework - Contributions of Deming, Juran andCrosby - Barriers to TQM - Quality statements - Customer focus - Customer orientation, Customersatisfaction, Customer complaints, Customer retention - Costs of quality.

Leadership - Strategic quality planning, Quality Councils - Employee involvement - Motivation,Empowerment, Team and Teamwork, Quality circles Recognition and Reward, Performance appraisal- Continuous process improvement - PDCA cycle, 5S, Kaizen - Supplier partnership - Partnering,Supplier selection, Supplier Rating.

The seven traditional tools of quality - New management tools - Six sigma: Concepts, Methodology,applications to manufacturing, service sector including IT - Bench marking - Reason to bench mark,Bench marking process - FMEA - Stages, Types.

Control Charts - Process Capability - Concepts of Six Sigma - Quality Function Development (QFD) -Taguchi quality loss function - TPM - Concepts, improvement needs - Performance measures.

Need for ISO 9000 - ISO 9001-2008 Quality System - Elements, Documentation, Quality Auditing -QS 9000 - ISO 14000 - Concepts, Requirements and Benefits - TQM Implementation inmanufacturing and service sectors..