16EEE20 Total Quality Management
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This document outlines the key aspects of a course on Total Quality Management (TQM). It discusses the course objectives, which are to understand TQM concepts and principles, apply statistical quality control, understand ISO certification, and apply quality concepts to maximize customer satisfaction. The document then describes the course outcomes, which are to understand TQM, illustrate TQM principles, solve quality problems using statistical process control, understand quality methodologies, and illustrate quality systems features. It proceeds to outline the topics that will be covered in each unit of the course.
16EEE20 Total Quality Management
- 1. Presented by Dr. R. RAJA, M.E., Ph.D., Assistant Professor, Department of EEE, Muthayammal Engineering College, (Autonomous) Namakkal (Dt), Rasipuram – 637408 16EEE20 -TOTAL QUALITY MANAGEMENT MUTHAYAMMAL ENGINEERING COLLEGE (An Autonomous Institution) (Approved by AICTE, New Delhi, Accredited by NAAC, NBA & Affiliated to Anna University), Rasipuram - 637 408, Namakkal Dist., Tamil Nadu.
- 2. Course Objectives 8/5/2020 2 To understand the Total Quality Management concept and principles and the various tools available to achieve Total Quality Management To understand the application of statistical approach for quality control To create an awareness about the ISO and QS certification process and its need for the industries To apply the quality concepts in product design, manufacturing etc in order to maximize customer Satisfaction Human involvement to improve quality and the development and transformation
- 3. Course Outcomes Understand the concept of total quality management Comprehend and illustrate the TQM principles Solve quality related problems using statistical process control Understand proven methodologies to enhance management processes Illustrate the salient features of quality systems 8/5/2020 3
- 4. Unit I:Introduction Definition of Quality – Dimensions of Quality – Quality Planning – Quality costs – Analysis Techniques for Quality Costs – Basic concepts of Total Quality Management – Historical Review – Quality Statements – Strategic Planning, Deming Philosophy – Crosby philosophy – Continuous Process Improvement – Juran Trilogy, PDSA Cycle, 5S, Kaizen – Obstacles to TQM Implementation. 8/5/2020 4
- 5. Unit II:TQM Principles Principles of TQM, Leadership – Concepts – Role of Senior Management – Quality Council, Customer satisfaction – Customer Perception of Quality, Customer Complaints, Service Quality, Customer Retention, Employee Involvement – Motivation, Empowerment, Teams, Recognition and Reward, Performance Appraisal, Benefits– Supplier Partnership – Partnering, sourcing, Supplier Selection, Supplier Rating, Relationship Development, Performance Measures – Basic Concepts, Strategy, Performance Measure. 8/5/2020 5
- 6. Unit III: Statistical Process Control (SPC) 8/5/2020 6 The seven tools of quality – Statistical Fundamentals – Measures of central Tendency and Dispersion, Population and Sample, Normal Curve, Control Charts for variables X bar and R chart and attributes P, nP, C, and u charts, Industrial Examples, Process capability, Concept of six sigma – New seven Management tools.
- 7. Unit IV: TQM Tools Benchmarking – Reasons to Benchmark – Benchmarking Process, Quality Function Deployment (QFD) – House of Quality, QFD Process, and Benefits – Taguchi Quality Loss Function – Total Productive Maintenance (TPM) – Concept, Improvement Needs, and FMEA – Stages of FMEA- Case studies. 8/5/2020 7
- 8. Unit V: Quality Systems Need for ISO 9000 and Other Quality Systems – ISO 9000:2000 Quality System – Elements, Implementation of Quality System, Documentation, Quality Auditing, ISO 9000:2005 (definitions), ISO 9001:2008 (requirements) and ISO 9004:2009 (continuous improvement), TS 16949, ISO 14000, AS9100 – Concept, Requirements and Benefits- Case studies. 8/5/2020 8
- 9. Text Books and Reference Books. S.No Author(s) Title of the Book Publisher Year of Publication 1. Dale H. Besterfiled Total Quality Management Pearson Education Inc, New Delhi 2003 2. James R. Evans and William M. Lidsay, The Management and Control of Quality South-Western 2002 8/5/2020 9 S.No Author(s) Title of the Book Publisher Year of Publication 1. N. Gupta and B. Valarmathi, Total Quality Management Tata McGraw-Hill Publishing Company Pvt Ltd., New Delhi 2009 2 Dr S. Kumar Total Quality Management, Laxmi Publications Ltd., New Delhi 2006 3 P. N. Muherjee Total Quality Management Prentice Hall of India, New Delhi 2006 4 James R. Evans and William M. Lindsay The Management and Control of Quality 8thEdition, First Indian Edition, Cengage Learning 2012 5 Suganthi.L and Anand Samuel Total Quality Management Prentice Hall (India) Pvt. Ltd 2006
- 10. What is Total Quality Management or TQM? Total Quality Management or TQM is the improvement of quality of not only the product, but also the total quality management of all the processes and functions in the organization such as the Manufacturing, Distribution, Administration, Communications, Marketing, Planning, Training, Procurement and So on. Total quality management involves the participation of all the employees of the organization in this purpose. 8/5/2020 10
- 11. Why is it called Total Quality Management? This concept is total as it involves all the employees and functions, the improvement of the quality of the product as well as the organization and subsequently the improvement of quality in the services provided to the consumers is the desired outcome and the management of these carried out by collecting, analysing and making the proper use of data and feedback from the consumers and employees. 8/5/2020 11
- 12. Who were the pioneers behind Total Quality Management? W. Edwards Denning (1900-1993) is generally considered to be the father of the quality movement, first in Japan and then in the United States. Although Deming did not use the term “Total Quality Management”, his work formed the basis for others, such as Drucker, Juran, Ishikawa, Crosby, and Feigenbaum and so on, to improve and add on. As a result, Total Quality Management is actually a collection of principles, techniques, processes and best practices that have evolved over the years and proved to be the most effective. 8/5/2020 12
- 14. What are the essential features of Total Quality Management? Total Quality Management is customer focused as it ultimately seeks to please the customer Total Quality Management involves all the employees and is thus a organization-wide strategy Total Quality Management helps to produce the best quality products or services that would please the customer Total Quality Management would involve vital and essential changes in the fundamental beliefs and practices that are part of the organization By preventing deficiencies, Total Quality management helps to steer the organization towards a zero-defect position Total Quality Management is based on methods and is thus systematic Total Quality Management affords all the stakeholders with meaningful measures of the performance so that they could serve as a guidelines for further improvement. 8/5/2020 14
- 15. Contd.. Hence it is apparent that Total Quality Management is a never ending process and there is no state of perfection (Kelada, 1996). The three important concepts involved, called the Total Quality Triad, must be strictly adopted to achieve true Total Quality Management, Involvement and Commitment of the stakeholders as well as the Senior Management Team, Employee Participation and Continuous Improvements to meet customer satisfaction. 8/5/2020 15