Total Quality Management - GE8077, GE6757

INTRODUCTION

=> Quality Management
=> Various dimensions of quality with examples
=> Deming’s Philosophy
=> Quality Planning
=> The barriers to TQM implementation and Deming Philosophy
=> Evolution of quality
=> Basic concepts, principles, barriers and benefits of Total Quality Management (TQM)
=> Important Questions and Answers: Quality Management

TQM PRINCIPLES

=> Leadership
=> Quality Council
=> Seven Steps to Strategic Quality Planning
=> Quality Statements
=> Customer Satisfaction
=> Tebouls Model of customer satisfication
=> Customer Retention
=> Motivation Concept of Motivation
=> Theories of Motivation
=> Herzberg’s Two Factor Theory
=> Empowerment
=> Job Enrichment Vs Job Empowerment
=> Teams
=> Characteristics of Successful Teams
=> Stages of Team Development
=> Recognition and Reward
=> Importance of Performance Appraisals
=> Benefits of Employee Involvement
=> The PDCA Cycle
=> 5-S: Housekeeping
=> Kaizen
=> Supplier Partnership
=> Partnering
=> Supplier Selection
=> Supplier Rating
=> Aspects of Employee Involvement
=> Intrinsic Vs Extrinsic Rewards
=> Customer complaints (feedback)
=> Continuous Process Improvement (CPI)
=> Important Questions and Answers: Total Quality Management (TQM) Principles

TQM TOOLS AND TECHNIQUES I

=> Seven tools of quality
=> New Seven management Tools
=> Management Tool: Affinity Diagram
=> Management Tool: Relations Diagram
=> Management Tool: Tree Diagram
=> Management Tool: Matrix Diagram
=> Matrix Data Analysis Diagram
=> Management Tool: Arrow Diagram
=> Six Sigma
=> Benchmarking
=> Failure Mode and Effects Analysis
=> Important Questions and Answers: Total Quality Management Tools & Techniques
=> The seven traditional tools of quality
=> New management tools
=> Types of Benchmarking
=> Failure modes and effects analysis (FMEA)
=> Timing of FMEA
=> Benchmarking process

TQM TOOLS AND TECHNIQUES II

=> TQM Tools And Techniques
=> Quality Function Deployment
=> Taguchi’s Quality Loss Function
=> Maintenance development stages
=> Total Productive Maintenance
=> Quality costs
=> Voice of the customer
=> Design of FMEA document
=> Different types of needs
=> Major benefits of quality function deployment (QFD)
=> Quality circles
=> Organisational structure
=> Important Questions and Answers: Total Quality Management Tools and Techniques

QUALITY SYSTEMS

=> ISO 9000 STANDARDS
=> Need of Quality system
=> ISO 9000:2000 Quality Systems
=> Need for ISO 9000- ISO 9000-2000 Quality System
=> QS 9000 – ISO 14000 – Requirements
=> ISO 9000 Documentation and Documentation Hierarchy
=> Clauses in ISO 9001
=> ISO 14000 - Environmental Management systems
=> Processes of Software Quality Management
=> Cost of Quality
=> Concepts and Benefits of ISO 14000
=> Important Questions and Answers: Quality Systems