VELAMMAL INSTITUTE OF TECHNOLOGY DEPARTMENT OF MANAGEMENT STUDIES

NAME OF THE STAFF : Ms.S.Shailaja SUBJECT CODE UNITS BRANCH SEMESTER ACADEMIC YEAR : TOTAL QUALITY MANAGEMENT : BA9203 : I TO V : M.B.A : I : 2010-11

PREPARED BY Ms.S.Shailaja

APPROVED BY (HOD)

PRINCIPAL

BA9203 UNIT I

TOTAL QUALITY MANAGEMENT

LT P C

3003 9

INTRODUCTION TO QUALITY MANAGEMENT

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 ANAGEMENT 9

Overview of the contributions of Deming, Juran Crosby, Masaaki Imai, Feigenbaum, Ishikawa, Taguchi techniques introduction, loss function, parameter and tolerance design, signal to noise ratio. Concepts of Quality circle, Japanese 5S principles and 8D methodology. UNIT III STATISTICAL 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 productive maintenance (TMP) relevance to TQM, Terotechnology. 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. 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 rewardIntroduction to software quality. TOTAL: 45 PEROIDS TEXT BOOKS 1. 2. Dale H.Besterfield et al, Total Quality Management, Third edition, Pearson Education (First Indian Reprints 2004). Shridhara Bhat K, Total Quality Management Text and Cases, Himalaya Publishing House, First Edition 2002.

REFERENCES 1. 2. 3. 4. Douglas C. Montgomory, Introduction to Statistical Quality Control, Wiley Student Edition, 4th Edition, Wiley India Pvt Limited, 2008. James R. Evans and William M. Lindsay, The Management and Control of Quality, Sixth Edition, Thomson, 2005. Poornima M.Charantimath, Total Quality Management, Pearson Education, First Indian Reprint 2003. Indian standard quality management systems Guidelines for performance improvement (Fifth Revision), Bureau of Indian standards, New Delhi.

VELAMMAL INSTITUTE OF TECHNOLOGY, PANCHETTI. LESSON PLAN

Name of the staff

Ms.S.Shailaja BA9203- TOTAL QUALITY MANAGEMENT I Year M.B.A FIRST Semester L 45, Total hrs. 45

Subject Code/Name Handling Class

Prepared by Ms.S.Shailaja Principal

Approved by (HOD)

Course outline: Management of quality is important both for manufacturing and service organizations. For most business organizations today, superior quality is at the core of their business strategy. The growing importance of quality management has emphasised the need for students to study the principles and techniques of total quality management. Course overview: Customers are becoming increasingly intolerant of poor service, late deliveries, unreliable goods, shoddy workmanship and the like. Organizations everywhere are growing conscious of the competitive potential of quality. Competition focuses not only on price but also on quality. This subject provides a comprehensive coverage of all aspects of quality, quality management, quality systems, quality assurance and reliability and total quality management. An overview of Total Quality Management o Introduction to the quality system o Principles and practices of total quality mangement o Tools and techniques of total quality management o Management issues in quality o Technical issues in quality Course objective o To study the fundamentals of total quality management. o To study the customer peception of quality o To understand the principles and philosophies of quality mangement throught the contributions of quality gurus. o To understand the concept of six sigma and process capability. o To study the principles and applications of Business Process Reengineering. Course Content: Unit I o o o o Quality vision, mission and policy statements. Customer perception of quality Dimensions of product and service quality. Cost of quality.

Unit II o o o o Overview of the contributions of quality gurus Taguchi techniques Concepts of Quality circle, Japanese 5S principles and 8D methodology.

Unit III o o o o Statistical process control (SPC) Six sigma concepts of process capability. Total productive maintenance (TMP) Business process re-engineering (BPR)

Unit IV o Quality functions development (QFD) - Voice of customer and House of quality (HOQ), o Failure mode effect analysis (FMEA) o Seven old (statistical) tools. o Seven new management tools. o Bench marking and POKA YOKE. Unit V o o o o o Introduction to IS/ISO 9004:2000 quality management systems Quality Audits. TQM culture Leadership Introduction to software quality

Course Structure: Course mix includes discussions, Quiz, exams, Assignments, etc Course requirements: Teaching Materials Total Quality Management by Besterfield is the book recommended for learning and reference for the students. In addition to this students will be given case analysis topics which require involvement and uniqueness in approach. Classes will be taken with power point presentations where in necessary concepts and flowchart will be elaborated upon. We expect prior preparation and co-operation from the students.

Learning Approach The dominant teaching mode will be the lectures. Roughly 60% of our study group and classroom time will be allocated for case discussions and 40% for introductory presentations and discussions on concepts, techniques, theory, and applications. We will also spend 2 or 3 class sessions on case study. My intentions are to (i) encourage participative learning (ii) healthy debate and new ideas and (iii) promote depth of classroom discussion. In selecting the cases, preference is given for real time cases involving top-notch companies in the business world. Course evaluation: Evaluation Students will be evaluated based on a written exam at the end of the course and for the contributions that they make during study group preparations, classroom discussions, and in helping others prepare for the written examination. Evaluation Class participation and contribution Final examination Total Weight 20% 80% 100%

Calculation of class participation and contribution The internals will be calculated in the following method Marks allotment S.No 1. 2. 3. 4. 5. 6. 7. Particulars Cycle Test ( One and half unit) Mid semester Examination ( Three units) Model Examination ( Five units) Class Participation and seminar Attendance & Enrichment classes Assignment 1 Assignment 2 Weight age of marks 2.0 3.0 5.0 2.5 2.5 2.5 2.5

Total Session wise details: Unit I Date/Day Learning Theme Session Aug 4 Introduction to the week subject and chapters 1 Aug 5 week 2 Aug6 week 3 Definitions TQM and quality. TQM framework Dimensions of quality. and Customer perception of quality Readings Classroom req. Whiteboard

20.00

Case/Activity

Text 1 Pg: 1, 6-8 Text 1 Pg: 8 Text 2 Pg: 11- 12 Text 1 Pg: 55-85

LCD,WB

LCD,WB Determine two or more obstacles to implementing TQM in the organizations listed below 1. Railways 2. University Academic department

Aug9 week 4

Quality vision, mission and policy statements

Text 1 Pg: 41- 44.

LCD,WB

Aug 10 week 5 Aug 11 week 6

Cost of quality Cost of quality

Text 1 Pg: 173-190 Text 1 Pg: 173-190

LCD,WB LCD,WB

Unit II Date/Day Session Aug 11 week 7 Aug 12 week 8 Aug 13 week 9 Aug 16 week 10 Aug 17 week 11 Aug 18 week 12 Aug 19 week 13 Aug 20 week 14 Learning Theme Readings Classroom req. LCD,WB LCD,WB Case/Activity

Text 2 Overview of contribution Pg: 105-106 of Shewhart and Deming Pg: 74-88 Overview of contribution Text 2 of Juran, Crosby. Pg:88-100 Overview of contribution Text 2 Maasaki Imai, Pg:100-101 Feigenbaum, Ishikawa Taguchi techniques Text 1 Pg: 561-596. Text 2 Pg:102-106 Text 1 Pg: 561-596. Text 2 Pg:102-106 Text 1 Pg: 34-35 Text 2 Pg:327-331 Text 2 Pg: 133 JeyaKumar Pg:

LCD,WB

LCD,WB

Taguchi Techniques

LCD,WB

Concept of quality circle

LCD,WB Case Analysis LCD,WB LCD,WB

Japanese 5s 8 D methodology

Unit III

Date/Day Session Aug 23 week 14 Aug 24 week 15 Aug 25 week 16 Aug 26 week 17 Aug 27 week 18 Aug 30 week 19 Aug 31 week 20 Sep 1 week 21 Sep 3 week 22

Learning Theme

Readings

Classroom Case/Activity req.

Statistical process control

Statistical process control

Statistical process control Process capability and Six sigma Reliability concept and PLC Total productive maintanenance Terotechnology Business Process Reengineering Business Process Reengineering

Text 1 Pg:461510 LCD,WB Text 2 Pg: 452496. Text 1 Pg:461510 LCD,WB Text 2 Pg: 452496. Text 1 Pg:461510 LCD,WB Text 2 Pg: 452496. Text 2 Pg: 421LCD, WB 427 Text 1 Pg:378379 LCD, WB Text 2 Pg: 487 Text 1 Pg: 431 Text 2 Pg: 517- WB 520 Text 2 Pg: 520 WB

ASSIGNMENT Problems to workout

Text 2 Pg: 588

WB

Text 2 Pg: 588

WB

Unit IV Date/Day Session week 23 Oct 4 week 24 Oct 4 week 25 Oct 4 week 26 Oct 4 week 27 Nov 1 week 29 Nov 1 week 30 Nov 1 week 31 Nov 1 week 32 Learning Theme Quality function deployment Quality function deployment Failure mode effect analysis Failure mode effect analysis Seven old statistical tool Seven old statistical tool Seven new management tool Seven new management tool Benchmarking and Poka-Yoke Readings Text 1 Pg: 315 Text 1 Pg: 315 Text 1 Pg: 377 Text 1 Pg: 377 Text 1 Pg: 443 Text 1 Pg: 443 Text 1 Pg:461 Text 1 Pg:461 Text 1 Pg: 207 & Text 2 Pg: 566 588 Classroom Case/Activity req. LCD,WB LCD,WB LCD,WB LCD, WB LCD, WB LCD,WB LCD,WB LCD,WB LCD, WB Case Analysis Xerox: The benchmarking story

Unit V Date/Day Learning Theme Session Nov 2 week 33 Nov 2 week 34 Nov 2 week 35 Nov 2 week 36 Nov 2 week 33 Nov 3 week 34 Nov 3 week 35 Nov 3 week 36 Quality management system Readings Text 1 Pg: 253281 Text 2 Pg:369403 Text 1 Pg: 253281 Text 2 Pg:369403 Text 1 Pg: 281 Text 2 Pg: 430431 Text 2 Pg: 335336 Text 1 Pg: 17 - 35 Text 2 Pg: 165 174 Text 1 Pg: 89 Text 1 Pg: 223 247 Text 1 Pg: 223 247 Classroom req. LCD,WB ASSIGNMENT List ten benefits that could be realized by implementing an ISO 9000 quality system. Case/Activity

Quality management system

LCD,WB

Quality audit

LCD,WB

TQM culture Leadership quality council Employee involvement and empowerment Software quality Software quality

LCD, WB LCD, WB LCD,WB LCD,WB LCD,WB

Text books suggested for reading: 1. Dale H.Besterfield et al, Total Quality Management, Third edition, Pearson Education (First Indian Reprints 2004). 2. Shridhara Bhat K, Total Quality Management Text and Cases, Himalaya Publishing House, First Edition 2002. 3. http://www.icmrindia.org/casestudies/Management.asp