DEPARTMENT OF BUSINESS ADMINISTRATION

Course Information:

Title:Total Quality

Course Code: MGT-408

Credit Hours: 3

Total Quality Management

Objective

It would aid the students in having a clear understanding about the concepts, methods and techniques
and issues involved in improving operations. It also provides students with the tools, conceptual
frameworks, and technological understanding necessary to manage and improve operations in today’s
increasingly challenging and complex business environment. It brings together important new concepts
in operations management and information technology, showing students how to build operations that
will be a lasting competitive advantage.

Upon completion of this course you will be able to:

 Relate personal management activities to total management responsibilities

 Organize and manage positions
 Develop employees
 Understand the concepts of leadership
 Better customer satisfaction understand the quality dimension of product/ Process
 Quality by design
Credit hours
3+0

Description

This course provides overview of Total Quality Management concepts that are required in today’s
dynamic competitive environment of business. By taking this course the qualified professional will be
equipped with basic Management tolls and techniques which can be utilized in his job, business or any
other professional activity. He will be able to learn TQM at a macro level scenario, Introduction and
overview, Leadership, Customer satisfaction, Employee involvement, Continuous process improvement,
Measure Statistical process control, Quality systems Benchmarking, Benchmarking, Quality by Design.

Recommended Books

Total Quality Management

By Dale h. Besterfield, Carol Besterfield-Michina.

Glen H. Besterfield, Mary Besterfield-scare

Course Contents

On next page
S. # COURSE CONTENTS REFERENCES

1 Introduction and Overview Chapter no. 1

Definition of Quality

2 Leadership Chapter no. 2

Concepts, Quality Statements, Strategic Planning

3 Customer Satisfaction Chapter no. 3

Customer Perception of Quality, Service Quality, Customer Retention

4 Employee Involvement Chapter no. 4

Motivation, Empowerment, Teams, Recognition and Reward, Gain

sharing, Unions and employee Involvement and Benefits

5 Continuous Process Improvement Chapter no. 5

Process, The Juran Trilogy, Improvement strategies, Problem Solving

Methods, Kaizen, Reengineering

6 Performance Measure Chapter no. 7

Principle of Customer/Supplier Relations, Basic concepts and

Strategy, Quality Cost

7 Benchmarking Chapter no. 8

Introduction, Benchmark defined, Understanding current

performance, Planning

8 Quality Systems Chapter no. 10

ISO 9000 Series of standards, Internal audits, Registration

9 Mid Term Examination

10 Quality Systems Chapter no. 10

ISO 9000 Series of standards, Internal audits, Registration

11, Quality by Design Chapter no. 13

Communication model, misconception and pitfall, Basic Statistics,

12 Hypothesis

13 Failure Mode and Effect Analysis (FMEA) Chapter no. 14

Reliability and its requirement, Failure Rate, Intent of FMEA

14 Failure Mode and Effect Analysis (FMEA) Chapter no. 14

FMEA Team, Stages of FME, The Design and Process of FMEA

Document

15 Statistical Process control Chapter no. 18

Introduction to Control charts

16 Statistical Process control Chapter no. 18

Introduction to Control charts

17 Presentation, Quiz

18 Final Term Examination