BA9203 TOTAL QUALITY MANAGEMENT SYLLABUS | ANNA UNIVERSITY MBA 1ST SEMESTER SYLLABUS REGULATION 2009 2011 2012-2013 BELOW IS THE ANNA UNIVERSITY FIRST SEMESTER MBA MASTER OF BUSINESS ADMINISTRATION DEPARTMENT SYLLABUS, TEXTBOOKS, REFERENCE BOOKS,EXAM PORTIONS,QUESTION BANK,PREVIOUS YEAR QUESTION PAPERS,MODEL QUESTION PAPERS, CLASS NOTES, IMPORTANT 2 MARKS, 8 MARKS, 16 MARKS TOPICS. IT IS APPLICABLE FOR ALL STUDENTS ADMITTED IN THE YEAR 2011 2012-2013 (ANNA UNIVERSITY CHENNAI,TRICHY,MADURAI,TIRUNELVELI,COIMBATORE), 2008 REGULATION OF ANNA UNIVERSITY CHENNAI AND STUDENTS ADMITTED IN ANNA UNIVERSITY CHENNAI DURING 2009
BA9203 TOTAL QUALITY MANAGEMENT L T P C
3 0 0 3
UNIT I INTRODUCTION TO QUALITY MANAGEMENT 9
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 MANAGEMENT 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 reward- Introduction to software quality.
TOTAL: 45 PEROIDS TEXT BOOKS
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.
REFERENCES
1. Douglas C. Montgomory, Introduction to Statistical Quality Control, Wiley Student
Edition, 4th Edition, Wiley India Pvt Limited, 2008.
2. James R. Evans and William M. Lindsay, The Management and Control of Quality,
Sixth Edition, Thomson, 2005.
3. Poornima M.Charantimath, Total Quality Management, Pearson Education, First
Indian Reprint 2003.
4. Indian standard – quality management systems – Guidelines for performance
5
improvement (Fifth Revision), Bureau of Indian standards, New Delh
BA9203 TOTAL QUALITY MANAGEMENT L T P C
3 0 0 3
UNIT I INTRODUCTION TO QUALITY MANAGEMENT 9
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 MANAGEMENT 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 reward- Introduction to software quality.
TOTAL: 45 PEROIDS TEXT BOOKS
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.
REFERENCES
1. Douglas C. Montgomory, Introduction to Statistical Quality Control, Wiley Student
Edition, 4th Edition, Wiley India Pvt Limited, 2008.
2. James R. Evans and William M. Lindsay, The Management and Control of Quality,
Sixth Edition, Thomson, 2005.
3. Poornima M.Charantimath, Total Quality Management, Pearson Education, First
Indian Reprint 2003.
4. Indian standard – quality management systems – Guidelines for performance
5
improvement (Fifth Revision), Bureau of Indian standards, New Delh
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