TOTAL QUALITY MANAGEMENT

Course instructor
Name Sem, Programme & Batch Email
Dr. Neetha J. Eappen Tri 4 PGDM A & B neethageorge@rajagiri.edu

1. About the Course

For all organizations, quality is absolutely vital to retain customers, sustain profitability and
gain market share. Total Quality Management (TQM) is a comprehensive and fundamental
principle, aimed at continually improving long term performance of an organization by
focusing on customers while addressing the needs of all stakeholders. It is both a philosophy
and a set of guiding principles that represent the foundation for the continuous improvement of
an organization. The bottom line of TQM is improved results in productivity, efficiency,
customer satisfaction/delight, and world-class performance.

This course on Total Quality Management will cover the TQM frameworks and philosophy,
concepts, and quality improvement tools and techniques that are important for implementing the
quality culture that characterizes world-class organizations of the 21st century. This course has
five modules, each module focusing on specific course learning objectives.

2. Course Learning objectives

i. Understand the underlying principles and philosophies of total quality --including
similarities and differences of the gurus of TQM.
ii. Understand the importance of the various customer focus and human resource
management practices in building and sustaining quality organizations.
iii. Understand the various TQM frameworks and assess where an organization stands on
quality management.
iv. Understand the tools and techniques for continuous improvement and learn to
apply quality improvement efforts using teams.
v. Develop a strategy for implementing TQM in an organization.

3. Session Plan
Teaching
Session Topic Reading Methodology

Module 1

Orientation and Course Preview Text Book Chapter 1 Lecture &

Text Book Chapter 2 Discussion
1-2 Overview of Quality and Total
Quality Management Case: Hank Kolb, Case Discussion
Director of Quality
Assurance
 Total Quality In Organizations

Case Discussion: Hank Kolb,

Director of Quality Assurance

3-4 The TQM Gurus: Crosby, Text Book Chapter 3 Core Reading
Discussion
Deming, and Juran
Core Reading: A Note
A Note on Quality: The Views on Quality: The Views
of Deming, Juran and Crosby of Deming, Juran and
Crosby
5-6 Quality Management Awards Text Book Chapter 3 Lecture &
and Frameworks – MBNQA, Discussion
EQA, Deming Prize

Group Presentation
Module 2

7-8 Leadership and Strategic Planning Text Book Chapters 4, Lecture &
5&6 Discussion
– Policy Deployment
Focusing on Customers, High Case: Samsung Galaxy
Performance Workforce Note 7 Debacle
Case Discussion: Samsung
Galaxy Note 7 Debacle
9-10 Process Management – Text Book Chapter 7 Lecture &
Designing Work Processes and Discussion
Improving Work Processes

Group Presentation
11-12 Performance Measurement and Text Book Chapter 8 Lecture &
Information Management – Cost &9 Discussion
of Quality
Building and Sustaining TQ
Organizations

Group Presentation
Module-3
13-14 Process Improvement – Seven Text Book Chapter 7 Lecture and
QC Tools, New Seven Reference Book (i) Caselet
Management Tools and their Chapter 17 Discussion
Application.
15-16 Six Sigma – Principles of Six Text Book Chapter 11 Lecture and
Sigma, DPMO, The Statistical Discussion
Basis of Six Sigma, DMAIC
Methodology
Module-4
17-18 Quality Function Deployment – Text Book Chapter 12 Discussion &
House of Quality Exercises
19-20 Taguchi Loss Function, Failure Text Book Chapter 12 Discussion &
Mode and Effects Analysis Exercises
(FMEA)
21-22 Reliability Prediction and Text Book Chapter 12 Discussion &
Optimization Exercises
23-24 Total Productive Maintenance, Reference Book (i) Discussion &
Overall Equipment Effectiveness Chapter 16 Exercises

Group Project Submission and

Presentation
Module-5

25-26 Statistical Process Control – Text Book Chapter 13 Lecture &

Methodology; Control Chart for Discussion
Variables; Control Chart for
Attributes;
27-28 Designing Control Charts – x bar Text Book Chapter 13 Lecture &
and R chart, p chart, c chart Caselet
Discussion
29 -30 Process Capability Text Book Chapter 13 Lecture &
Caselet
Discussion

4. References/Books
Textbook

i. Evans, J. R. & Lindsay, W. M. The Management and control of Quality, Cengage

Learning (8th Edition)
References
i. Besterfield D. H., Besterfield-Michna, C., Besterfield, G. H., & Besterfied-Sacre, M.
Total Quality Management, Pearson Education (4th Edition)
ii. Evans, J. R. Total Quality: Management, Organization and Strategy, Cengage
Learning
iii. Mandal S. K. Total Quality Management, Vikas Publishing House
iv. Evans, J. R., & Lindsay, W. M. An Introduction to Six Sigma & Process
Improvement, Cengage Learning
v. Bedi, K. Quality Management, Oxford University Press
vi. Summers, D. C. S. Quality Management: Creating and Sustaining Organizational
Effectiveness. Pearson Education.

5. Grading Structure
Mid Trimester Examination 20 marks
End Term Examination 30 marks
Group Project 15 marks
 Assignment 15 marks
Presentations 15 marks
Attendance 5 marks
Total 100 marks

6. Grading tools other than Examinations

Group Project (15 marks)

The group project takes the form of analyzing business processes in an organization and using
the appropriate quality tools to formulate improvement suggestions. This assesses the students'
ability to apply the theory and concepts in a practical real-life situation. In planning your oral
presentation of the project, your group should assume the role of a team of management
consultants presenting their findings to the company. By the end of your presentation, the
company's CEO should: (a) have a clear action agenda, and (b) know precisely what directives to
give during the next management meeting. The project will be assessed based on identification of
problem, the appropriateness of tool(s) used, the analysis and the recommendations given.

Assignment (15 marks)

The assignment will be an Excel based assignment on Statistical Process Control. The question
and instructions will be uploaded on Moodle as the course progresses. The assignment will be
assessed based on identification of problem, use of appropriate control chart and the inferences
drawn.

Presentations (15 marks)

Presentation topics for groups will be uploaded on Moodle. It is important that each member of
the group contribute equally not only in the preparation for the presentation, but also in the actual
class presentation and the question-and-answer session that follows the presentation. The
presentation will be based on delivery, organization of content and the interest/enthusiasm
generated in class on the topic.

Attendance (5 marks)
Please refer student guidelines.

7. Course policies
Please refer student guidelines

8. Assignment/Group Project/Group Presentation Schedule

The Group Presentation will begin from session 5. The groups and topics will be notified via
Moodle. The exact date will be informed as class progresses.

The Assignment is due after Session 20. The exact date will be informed as class progresses.

The Group Project presentation will take place in class from Session 23-24. The exact date will be
informed as class progresses. Each group must submit a brief report on their project and get it approved
before the presentation.

.
13. Course requirements
Students are required to come prepared for each session by reading the respective reference
material given in this course plan. Students are expected to bring calculators to class and are
to carry their laptops to class when notified.
Disclaimer: The instructor reserves the right to make changes to the course plan as necessary. Announcements
communicated throughout the semester/trimester will override any statement made here or in any other handouts.
It is the student’s responsibility to be aware of these changes and announcements.