Contents
Introduction
1.Definition of Quality 2. Dimensions of Quality 3. Quality Planning 4. Quality Costs - Analysis 5. Techniques for Quality Costs 6. Basic Concepts of Total Quality Management, Historical Review, Principles of TQM, Leadership - Concepts, Role of Senior Management, Quality Statement, Strategic Planning, Barriers To TQM Implementation
TQM Principles
1. Customers Satisfaction 2. Customer Perception of Quality 3. Customer Complains 4. Service Quality 5. Customer Retention 6. Employee Involvement 7. Motivation 8. Empowerment 9. Team Work 10. Recognition and Reward
10. Performance Appraisal 11. Benefits 12. Continuous Process Improvement 13. Juran Trilogy 14. PDSA Cycle
15. Five S 16. Kaizen 17. Supplier Partnership 18. Sourcing 19. Supplier Selection 20.Supplier Rating 21. Relationship Development 22. Performance Measures 23. Strategies For Measuring Performance
Statistical Process Control (SPC)
1.The Seven Tools of Quality 2. Statistics Fundamentals 3. Measures of Central Tendency and Dispersion
4. Population and Sample 5. Normal Curve 6. Control Charts 7. Process Capability 8. Concept of Six Sigma 9. New Seven Management Tools
TQM Tools
1. Benchmarking - Reasons to Benchmark, Benchmarking phases and process 2.Quality Function Deployment (QFD) - House of Quality, Benefit and Process 3.Taguchi Quality Loss Function 4. Total Productive Maintenance (TPM) - Concept
5. FMEA STages of FMEA
Quality Systems
1. A Brief Background of ISO 9000 Standard Series 2. Need for ISO 9000 and Other Quality Systems 3. ISO 9000:2000 Quality System - Elements 4. Documentation 5. Quality Auditing 6. Implementation 6. QS 9000 - ISO/TS/16949 7. ISO 14001 - Concepts, Need and Benefits 8. References