08.606.

11 TOTAL QUALITY MANAGEMENT MODULE 1 TOPICS Introduction to the concept of quality Small q & Big QTotal quality model TEXT BOOKS M.T, ISO Definition Material given Statistical quality control by Mahajan Internal and External customer TQM, L.SUGANTHI TQM axioms Material given Quality management philosophies: TQM Major contributions of Deming ,L.SUGANTHI Juran TQM, L.SUGANTHI Crossby TQM L.SUGANTHI Juran Trilogy, M.T PDCA Cycle (TQM L.SUGANTHI),M.T 5S PAGE 1.1-1.2

49-54 21-24

38-40 41,42 40-41

Kaizen Cost of quality quality and cost Characteristics of quality cost Barriers to TQM Implementation.

4.2-4.5 (165168), 4.6-4.8 (TQM (205L.SUGANTHI),M.T 207),4.94.15 M.T 4.164.18 TQM 333 L.SUGANTHI TQM 333 L.SUGANTHI TQM 335-339 L.SUGANTHI M.T 2.7

08.606.11 TOTAL QUALITY MANAGEMENT MODULE 2

TQM TQM Principles Customer satisfaction Customer Perception of Quality Customer Complaints Service Quality Customer Retention Employee Involvement Motivation Quality planning: SWOT analysis Strategic planning strategic grid Organizational culture. Customer Orientation: Customer focus customer satisfaction model customer retention model TQM L.SUGANTHI TQM L.SUGANTHI (94-96) (96-99) TQM L.SUGANTHI TQM L.SUGANTHI TQM L.SUGANTHI TQM L.SUGANTHI TQM L.SUGANTHI (73-75) (75-76) (76-77) (81-85) (91-93)

TOPICS

TEXT BOOKS
M.T TQM L.SUGANTHI M.T DALE (DALE), M T (DALE) M.T M.T

PAGE
2.2 42-45 3.1-3.2 48-50 (50-61),3.4-3.6 (63-68) (3.8-3.9) (3.9-3.12)

Quality Function Deployment

M.T *(M.T Means My Text ,V JAYAKUMAR)

(13.1-13.7)

MODULE 3

TOPICS
Problem solving process: Steps involved in problem solving Quality control tools: Brain stormingHistograms-Check sheetsPareto diagram-Ishikawa diagram-Control chartsScatter diagram

TEXT BOOKS DALE TQM L.SUGANTHI

PAGE (111-119) (117-144)

Introduction to seven new management tools Continuous improvement strategies: Deming wheel Zero defect concept

(Refer Problems on My Text Page No 8.9-8.12, 9.2-9.4, 9.12-9.14, 9.189.19) M.T (11.1-11.11) (TQM L.SUGANTHI),M.T TQM L.SUGANTHI & (Statistical quality control by Mahajan) M.T (165-168), 4.6-4.8 168 (57-59)

Six sigma approach application of six sigma approach to various industrial situations. Quality circles

(10.1-10.5)

SURE UNIVERSITY QUESTION (V.V.IMP)

TQM L.SUGANTHI & (Statistical quality control by Mahajan) Benchmarking M.T Quality standards Need of Statistical quality standardization control by Mahajan & (M.T) ISO 9000 series Objectives M.T ISO 9000 series DALE & Refer the requirements pdf in the 3rd module
ISO 9000 series Elements ISO 9000 series Implementation ISO 14000 series ISO 14000 series-Elements ISO 14000 seriesimplementation Other contemporary standards.

236-241 (472479) 12.1-12.6 489(17.2)

M.T M.T M.T M.T M.T

17.3 209219(Img_0085088 17.7-17.11 17.11-17.3 18.1-18.4 18.5-18.8 18.9-18.10 17.4-17.6