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UNIT I INTRODUCTION1 Introduction to quality R1,R3 1 12 Evolution of quality R1,R3 1 23 Dimensions of product and service quality R1, R3 1 34 Definition of TQM R1, R3 1 45 Concepts, Characteristics and principles of

TQMR1, R3 1 5

6 TQM framework (elements of TQM) R1, R3 1 67 Pillars of TQM, Barriers to TQM and Potential

benefits to TQMR1, R2 1 7

8 Contributions of Quality Gurus: R1, R2 1 89 Walter A. Shewart, W. Edwards Deming,

Joseph M. Juran, Philip CrosbyR1, R2 1 9

10 Masaaki Imai, Armand V.Feigenbaum, Kaoru Ishikawa, Genichi Taguchi & Shingeo Shingo

R1, R2 1 10

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UNIT II TQM PRINCIPLES11 Leadership-Characteristics, requirements and

rolesR1, R2 1 11

12 Strategic quality planning R1, R2 1 1213 Quality statement-Vision, Mission and Quality

Policy StatementR1, R2 1 13

14 Customer satisfaction R1, R2 1 1415 Customer complaints & Customer retention R1, R2 1 1516 Employee involvement –motivation and

empowermentR1, R2 1 16

17 Team and Team work & Recognition and reward

R1,R3 1 17

18 Performance appraisal & Continuous process improvement

R1,R3 1 18

19 PDSA cycle, 5S & Kaizen R1,R3 1 1920 Supplier partnership R1,R3 1 2021 Partnering, supplier selection and supplier rating R1, R3 1 21

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UNIT III TQM TOOLS & TECHNIQUES I22 The seven traditional tools of quality: R1, R3 1 2223 Relationship between the seven QC Tools and

the PDCA cycleR1, R3 1 23

24 Flow chart, Check sheet, Histogram & Pareto Diagram

R1, R3 1 24

25 Cause and effect diagram (or Fishbone diagram) R1, R3 1 2526 Scatter diagram & Control chart R1, R2 1 2627 New seven management tools-Affinity diagram,

Relationship diagram, Tree diagram, Matrix diagram

R1, R2 1 27

28 Matrix Data analysis diagram, Process decision programme chart, Arrow diagram

R1, R2 1 28

29 Six-sigma-Concepts, methodology, R1, R2 1 2930 Application to manufacturing and service sector

including ITR1, R2 1 30

31 Bench marking-Reason to bench mark and Bench marking process

R1, R2 1 31

32 FMEA-Stages and types R1,R3 1 32Total No. of Periods Allotted = Total No. of Periods Taken =

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UNIT IV TQM TOOLS & TECHNIQUES II33 Quality circles-Intro R1, R3 1 3334 Characteristics, Structure, process and benefits R1, R3 1 3435 Quality Function Deployment-Intro R1, R2 1 3536 Concept, Definition, House of Quality R1, R2 1 3637 QFD methodology and Process R1, R2 1 3738 Taguchi quality loss function R1, R2 1 3839 Total Productive Maintenance-Concepts, R1, R2 1 3940 Types of maintenance, objective and twelve

steps for TPM developmentR1, R2 1 40

41 Cost of quality R1,R3 1 4142 Performance measures- requirements, R1, R2 1 4243 strategy for implementing performance measure

and performance measure presentationR1, R2 1 43

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UNIT V QUALITY SYSTEMS44 Need for ISO 9000 R1, R3 1 4445 ISO 9000-2000 quality system R1, R3 1 4546 Elements/Clause of ISO 9001:2000 R1, R3 1 4647 Documentation of Quality system R1, R2 1 4748 Quality auditing R1, R2 1 4849 QS 9000-Automotive Quality management

systemsR1, R2 1 49

50 ISO 14000-Concepts, R1, R2 1 5051 Requirements and benefits R1, R2 1 5152 Case studies of TQM implementation R1, R4 1 5253 In Manufacturing R1,R4 1 5354 Service sectors including IT R1, R4 1 54

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