UNIT 1:
Introduction-Need for quality
Evolution and definition of quality
Dimensions of product and service quality
Basic concepts and TQM Framework
Contributions of Demin, Juran and Crossby
Barriers of TQM and Quality Statement
Customer Focus and Orientation
Customer satisfaction and complaints
Customer retention, cost of quality
UNIT 2:
leadership, strategic quality planning
quality circle recognition and reward
employee involvement,motivation
performance appraisal and continuous process improvement
Supplier partnership and partenering
Supplier selection and rating
UNIT 3:
seven traditional tools of quality
six sigma concepts and methodology
applications to manufacturing
service sector including IT
UNIT 4:
quality function development
taguchi quality loss function
UNIT 5:
need for ISO 9000 and ISO 9001
Requirements and benefits
