Introduction, definition of Quality , Chain reaction, Dimensions of Quality, Quality Pays, Evolution of Quality, Quality control(QC), Quality Assurance (QA), Quality Planning(QP), Quality Improvement , Strategic Planning, Quality Management (QM), Total Quality Management (TQM). Quality cost: Introduction, Cost of Quality, Classification of Failure Cost, Reducing Cost, Jurans model of optimum Quality costs, Analysis of COQ for improvement.

Introduction, Definition of TQM, Element of TQM, Leadership for TQM, Deming’s 14 points for Top Management, Ten Strategies for Top Management. TQM implementation: Introduction, TQM Tools and Techniques, PDSA TQA implementation, Planning Phase of TQM, Apply PDSA for Improvement

Customer Satisfaction – Service Quality, Features of Services, Customer Delight, The KANO Model, Agreed Customer Requirements, Customer Perceived Quality, Customer Feedback, Complaint Resolution, Complaint Recovery Process. Process Approach: Introduction, Model for process Definition, ETX Model, Supply chain Management, Just in Time Manufacturing.

Seven Quality Control Tools: Introduction, Process control, Tool1, Tool2, Tool3, Tool4, Tool5, Tool6, Fundamentals of Statistics, Characteristics of Normal Distribution curve, Tools Chart. Six Sigma: Introduction, Defects and Six Sigma, Definition of Six Sigma, The Origin of Six Sigma, Essence of Six Sigma, Process model, Design, Implementation.

Business Process Banchmarking: Introduction, Definition, Triggers of Benchmarking, Types of Benchmarking, Reasons for Benchmarking, Identifying Process to Benchmarking, Benchmarking Partner, Benchmarking Process. Quality function deployment: Introduction to QFD, QFD Team, House of Quality, Construct House of Quality, Iterative QFD, Organizations using QFD.