TOTAL QUALITY MANAGEMENT

ANNA UNIVERSITY TIRUCHIRAPPALLI
Tiruchirappalli - 620 024 Regulations 2007
Syllabus B.E. COMPUTER SCIENCE AND ENGINEERING
TOTAL QUALITY MANAGEMENT
(Common to Biomedical, CSE, ECE and IT)

UNIT I INTRODUCTION 9
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 9
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 – PDSA
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 (SPC) 9
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 9
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 – FMEA – Stages of FMEA.

UNIT V QUALITY SYSTEMS 9
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.

Total : 45
TEXT BOOKS
1. Besterfiled, D.H., “Total Quality Management”, 3rd Edition, Pearson Education, 2004.
2. Narayana, V. and Sreenivasan N.S., “Quality Management-Concepts and Tasks”, New Age
International, 1996.

REFERENCES
1. Evans, J.R. and Lidsay, W.M., “The Management and Control of Quality”, South-Western
(Thomson Learning), 5th Edition, 2002.
2. Feigenbaum, A.V., “Total Quality Management”, McGraw Hill, 1991.
3. Oakland, J.S., “Total Quality Management”, Butterworth-Hcinemann Ltd., 1989.

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