1. Quality and Total Quality Management; Excellence im manufacturing/service, factors of
excellence, relevance of TQM.
2. Concept and definition of quality; total quality control (TQC) and Total Quality Management
(TQM), salient features of TQC and TQM. Total Quality Management Models, benefits of
TQM.
3. Just-in-time (JIT): Definition: Elements, benefits, equipment layout for JIT system, Kanban
system MRP (Material Requirement planning) vs JIT system, Waste elimination, workers
involvement through JIT: JIT cause and effect chain, JIT implementation.
4. Customer: Satisfaction, data collection and complaint, redressal mechanism.
5. Planning Process: Policy development and implementation; plan formulation and
implementation.
6. Process Management: Factors affecting process management, Quality function
development (QFD), and quality assurance system.
7. Total Employees Involvement (TEI): Empowering employees: team building; quality circles;
reward and Recognition; education and training, Suggestion schemes.
8. Problems solving Defining problem; Problem identification and solving process; QC tools.
9. Benchmarking definition, concept, process and types of benchmarking.
10. Quality Systems: Concept of quality system standards: relevance and origin of ISO 9000;
Benefits; Elements of ISO 9001, ISO 9002, ISO 9003.
11. Advanced techniques of TQM: Design of experiments: failure mode effect analysis:
Taguchi methods