FULLY SOLVED BOOK LASY 5 YEARS PAPERS SOLVED PLUS GUESS

Total Quality Management

UNIT-I
Basics Concepts of Quality: Definition of Quality, Dimensions of Quality, Quality Planning, Quality costs -
Analysis Techniques for Quality Costs, Basic concepts of Total Quality Management, Historical Review,
Principles of TQM, Leadership - Concepts, Role of Senior Management, Quality Council, Quality Statements,
Strategic Planning, Deming Philosophy, Barriers to TQM Implementation.
UNIT-II
TQM Principles: Customer satisfaction - Customer Perception of Quality, Customer Complaints, Service Quality,
Customer Retention, Employee Involvement - Motivation, Empowerment, Teams, Recognition and Reward,
Performance Appraisal, Benefits, Continuous Process Improvement - Juran Trilogy, PDCA Cycle, 5S, Kaizen,
Supplier Partnership - Partnering, sourcing, Supplier Selection, Supplier Rating, Relationship Development,
Performance Measures - Basic Concepts, Strategy, Performance Measure.
UNIT-III
Statistical Process Control: The seven tools of quality, Statistical Fundamentals - Measures of central Tendency
and Dispersion, Population and Sample, Normal Curve, Control Charts for variables and attributes, Process
capability, Concept of six sigma, New seven Management tools.
UNIT-IV
TQM Tools: Benchmarking - Reasons to Benchmark, Benchmarking Process, Quality Function Deployment
(QFD) - House of Quality, QFD Process, Benefits, Taguchi Quality Loss Function, Total Productive Maintenance
(TPM) - Concept, Improvement Needs. Quality System: Need for ISO 9000 and Other Quality Systems, ISO
9000:2000 Quality System - Elements, Implementation of Quality System, Documentation, Quality Auditing, TS
16949, ISO 14000 - Concept, Requirements and Benefits.