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Sub Code: GE 2022Sub Name: TOTAL QUALITY MANAGEMENT

Unit:I Branch: Common to MECH,ECE and BIO-TECH Semester: 7

Unit I syllabus: INTRODUCTION 9

Introduction - Need for quality - Evolution of quality - Definition of quality - Dimensions of manufacturing and service quality - Basic concepts of TQM - Definition of TQM – TQM Framework - Contributions of Deming, Juran and Crosby – Barriers to TQM.

Objective: To give the students an overview of quality and TQM and explaining the salient contributions of Quality Gurus like Deming, Juran and Crosby. General barriers in implementing TQM.

Session

NoTopics to be covered

Time in

MinutesBooks

ReferredTeaching Method

1 Introduction,Need for quality awareness, Evolution of quality,Dimensions of quality, Definition of TQM 50

1,6 BB / OHP

2 Importance of TQM in manufacturing and service industry including IT sector 50

3 Service quality model, dimensions of service quality 50

4 Basic approach of TQM, TQM framework 50

5 Demings philosophy, 50

6 Juran, Crosby contributions 50

7 Obstacles of TQM, Benefits of TQM 50

8 Quality Statements like Mission,Vision,Quality policy 50

9 Case Study in manufacturing and Service Industry 50

CAT I

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Sub Code: GE 2022Sub Name: TOTAL QUALITY MANAGEMENT

Unit:II Branch: Common to MECH,ECE and BIO-TECH Semester: 7

Unit II syllabus: TQM PRINCIPLES 9Leadership – Strategic quality planning, Quality statements - Customer focus –Customer orientation, Customer satisfaction, Customer complaints, Customer retention -Employee involvement– Motivation, Empowerment, Team and Teamwork, Recognition and Reward, Performance appraisal - Continuous process improvement – PDSA cycle,5s, Kaizen - Supplier partnership – Partnering, Supplier selection, Supplier Rating.

Objective: The students will understand the TQM concepts like customer Focus, Employee Focus and their involvement, continous process improvement and Supplier Management.

SessionNo Topics to be covered Time in

MinutesBooks

ReferredTeaching Method

10Leadership: Definition, Characteristics, Concepts, Seven Habits of Highly Effective People 50

1,5,6 BB/OHP

11 Quality Planning:. Strategic Planning –Goals and Objectives & Seven Steps to Planning 50

12 Customer Focus: Customer Satisfaction: Introduction, Who is Customer. Customer Perception of Quality, Customer Feedback, Early customer involvement and Mass customization.

50

13 Customer retention: Retention rate, top five customer retention tactics. Customer complaints, seven steps of resolving customer complaints

50

14 Employee Motivation:Proactive and reactive behavior,Maslow’s hierarchy needs,common myths about employee motivation

50

15 Employee Focus and Involvement: Introduction, Motivation & Empowerment, Case study 50

16 Teams: Definition, Team Work, Types, Characteristics of Successful Teams, Member Roles, Barriers to Team Progress

50

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LESSON PLAN

17 Recognition & Reward, Performance Appraisal. Continuous Process Improvement- Input /Output Process Model 50

18 Continual process Improvement: quality circle,Juran Trilogy, PDSA Cycle 50

19 5S, Kaizen-Reengineering. Supplier Partnership-Introduction 50

20 Supplier Management: Principles of Customer/Supplier Relationship. Partnering, Sourcing 50

21 Supplier Selection, Rating, Relationship Development Case study 50

CAT II

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Sub Code: GE2022

Sub Name: TOTAL QUALITY MANAGEMENT

Unit:III Branch: Common to MECH, ECE and BIO-TECH Semester: 7

Unit III syllabus: TQM TOOLS & TECHNIQUES I 9The seven traditional tools of quality – New management tools – Six-sigma: Concepts, methodology, applications to manufacturing, service sector including IT – Bench marking– Reason to bench mark, Bench marking process – FMEA – Stages, Types.

Objective: Exposure to students on the basic and new seven management tools,Quality concepts like Six sigma,Failure mode effect analysis.

Session

NoTopics to be covered

Time in

MinutesBooks

ReferredTeaching Method

22 Seven Tools of Quality: Pareto Diagram, Process Flow Diagram, Cause and Effect Diagram, Check Sheets, Histogram.

50

1,4,6 BB / OHP

23 Case study using cause and effect diagram, Pareto diagram, Process flow

50

24 New Seven Management Tools: Affinity Diagram, Interrelationship Digraph, Tree Diagram, and Matrix Diagram.

50

25 Statistical Fundamentals: Population Sample, Normal Curve. Charts: Variation, Run Chart, Control Charts

50

26 Process Capability, Concept of Six Sigma-Statistical Aspects,problems in process capability

50

27 Benchmarking: Introduction Definition, Reasons, Process-Deciding What to Bench Mark, Understanding Current Performance, Studying Other, Learning from the Data and Using the Findings, Pitfalls and Criticisms.,examples.

50

28 Failure Mode & Effect Analysis (FMEA)- Introduction, Reliability, Requirements, Failure Rate and Intent of FMEA

50

29 Stages of FMEA and Process of FMEA 50

30 Case Study on FMEA 50

CAT III

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Sub Code: GE2022

Sub Name: TOTAL QUALITY MANAGEMENT

Unit:IV Branch: Common to MECH,ECE and BIO-TECH Semester: 7

UNIT IV Syllabus: TQM TOOLS & TECHNIQUES II 9Quality circles – Quality Function Deployment (QFD) – Taguchi quality loss function –TPM Concepts, improvement needs – Cost of Quality – Performance measures.Objective: To explore industrial applications of Quality function deployment, taguchi quality concepts and TPM.

Session

NoTopics to be covered

Time in Minute

s

Books Referred

Teaching Method

31 Quality circles and its activities in the manufacturing, service and IT industries. 50

1,2,4 BB/OHP

32 Quality Function Deployment (QFD)- Introduction, QFD Team, QFD Process, Benefits of QFD 50

33 Building a House of Quality, 50

34 Building a House of Quality, Contd. with examples 50

35 Taguchi Quality Loss Function-Introduction, Loss Function, Nominal The Best, Average Loss, Other Loss Functions, simple problems

50

36 Total Productive Maintenance-Introduction, Plan, Learning the New Philosophy, Training & Improvement Needs 50

37 Quality Costs: Categories and Elements-Preventive Cost, Appraisal Cost, Internal & External Failure Cost. Collecting & Reporting: System Design, Cost Bases, Report

50

38 Performance Measures: Concepts, Strategy, Measures Presentation- Charts, Index, Graphs, Taguchi’s Quality Loss Function. Analysis.

50

39 Case Study on TPM 50

CAT IV

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Sub Code: GE2022

Sub Name: TOTAL QUALITY MANAGEMENT

Unit:V Branch: Common to MECH,ECE and BIO-TECH Semester: 7

UNIT V syllabus: QUALITY SYSTEMS 9Need for ISO 9000- ISO 9000-2000 Quality System – Elements, Documentation, Quality auditing- QS 9000 – ISO 14000 – Concepts, Requirements and Benefits – Case studies of TQM implementation in manufacturing and service sectors including IT.

Objective: Detailed exposure to students on various quality systems like ISO and its standards.

Session

NoTopics to be covered

Time

in

Min.

Books Referred

Teaching Method

40 Introduction to ISO 9000 and QS 9000, Benefits of ISO 9000,Series of standards, ISO 9000-2000 quality system 50

1,2,3,6 BB / OHP

41 Requirements of Quality System (Contd.,) –Management responsibility, Resource Management, Product Realization. 50

42 Requirements of Quality System (Contd.,)- Measurement, Analysis & Improvement Documentation 50

43 Implementation & Documentation, Case study 50

44 Quality Auditing, Registration 50

45 ISO 14000: Introduction, Series, Standards, Benefits and Concepts. 50

46 ISO 14000: Requirements-General, Policy and Planning 50

47 Introduction of CMM and CMMI-CMMI model-Maturity levels 50

48 Discussion on standard models MBNQA, EFQM, AQA, Deming Award and others. 50

49 Case study on ISO 9001 implementation 50

50 Case study on TQM Implementation Issues 50

51 Revision of syllabus with reference to previous year question papers

50

CAT V

LESSON PLAN

LP-GE2022LP Rev. No: 01 Date: 14.07.2011Page 6 of 6

Sub Code: GE2022

Sub Name: TOTAL QUALITY MANAGEMENT

Branch: Common to MECH,ECE and BIO-TECH

Semester:7

Course Delivery Plan:

Week 1 2 3 4 5 6 7 8 9 10 11 12 13 14

I II I II I II I II I II

I II I II I II I II I II I II I II I II I II

Units

 1 1 1

 1

1CAT1

2 2 

2 2 

2 2 CAT2

3 

3 3 33CAT3

4

4 4 44CAT4

5 5 5 5 5 CAT5

TEXT BOOK:

1. Dale H.Besterfiled, at., “Total Quality Management”, Pearson Education Asia,Third Edition, Indian Reprint (2006).

REFERENCE BOOKS:2. James R. Evans and William M. Lindsay, “The Management and Control of Quality”,6th Edition, South-Western (Thomson Learning), 2005.3. Oakland, J.S. “TQM – Text with Cases”, Butterworth – Heinemann Ltd., Oxford, 3rdEdition, 2003.4. Suganthi,L and Anand Samuel, “Total Quality Management”, Prentice Hall (India)Pvt. Ltd.,2006.5. Janakiraman,B and Gopal, R.K, “Total Quality Management – Text and Cases”,Prentice Hall (India) Pvt. L6.Girish Pathak ,”Total Quality Management- Macmillan publishers India Ltd.

Prepared by Approved by

Signature

Name S.GOPINATH Dr.N.NALLUSAMY

Designation ASSISTANT PROFESSOR HOD-MECHANICAL

Date 14-07-2011 14-07-2011

LESSON PLAN

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