[PDF] GE8077 Total Quality Management (TQM) 2017 Regulation Syllabus, Question Banks/Important Questions and Multiple Choice Questions 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, Juranand Crosby - Barriers to TQM - Customer focus - Customer orientation, Customer satisfaction,Customer complaints, Customer retention.

Leadership - Quality Statements, Strategic quality planning, Quality Councils - Employeeinvolvement - Motivation, Empowerment, Team and Teamwork, Recognition and Reward,Performance appraisal - Continuous process improvement - PDCA cycle, 5S, Kaizen - Supplierpartnership - 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 - Reasonto bench mark, Bench marking process - FMEA - Stages, Types.

Quality Circles - Cost of Quality - Quality Function Deployment (QFD) - Taguchi quality lossfunction - TPM - Concepts, improvement needs - Performance measures.

Introduction—Benefits of ISO Registration—ISO 9000 Series of Standards—Sector-SpecificStandards—AS 9100, TS16949 and TL 9000-- ISO 9001 Requirements—Implementation—Documentation—Internal Audits—Registration- ENVIRONMENTAL MANAGEMENT SYSTEM:Introduction—ISO 14000 Series Standards—Concepts of ISO 14001—Requirements of ISO14001—Benefits of EMS.