The course can be edited as per the requirements of the students

Objective:

Quality is the most significant characteristic of product or service in today’s world. This course introduces traditional and modern quality perspectives.

Scope of the Course

• The concept of Quality
  • Quality Dimensions
  • Product and Service Quality
  • Inspection
  • Statistical Quality Control
  • Quality Assurance
• Total Quality Management
  • Conventional Quality Management versus Total Quality Management
  • Evolution of TQM
  • Customer and supplier focus in TQM
  • Benefits and Costs of TQM.
• PERSPECTIVES OF TQM
  • Historical perspectives of TQM
    • Deming
    • Juran
    • Crosby
    • Taguchi’s Contributions
  • Statistical Tools
    • Check Sheets
    • Histograms
    • Scatter Diagrams
    • Pareto’s Chart
    • Regression Analysis
    • Control Charts
  • TQM TECHNIQUES
    • Cause and Effect Diagrams
    • The Five Why’s
    • Five S’s
    • Kaizen
    • JIT
    • Quality Circles
    • Gantt Chart
    • Balanced Score Card.
  • TQM IN ORGANISATION
    • Implementation of TQM in service organizations
    • Dimensions of service Quality
    • SERVQUAL scale.
    • Framework for improving service quality
    • Model to measure service quality programs.
  • TQM IN SERVICES
    • An overview of application of TQM in
      • Health care services
      • Hotels, Financial Services
      • Banks
      • Insurance
      • Investment
      • Mutual Fund Firms.