Southern University Bangladesh Undergraduate Program Course Title: Total Quality Management (TQM) Course Code: Syllabus Course Objective • To understand the Total Quality Management concept and principles and the various tools available to achieve Total Quality Management. • To understand the statistical approach for quality control. • To create an awareness about the ISO and QS certification process and its need for the industries. Course Description This course includes the introductory aspects of quality, cost of quality, techniques of quality measurement, principles of TQM, techniques of quality improvement, statistical tools of quality control, tools of TQM, quality systems, and different aspects of Six Sigma. Course Contents Chapter 1: Introduction Definition of Quality, Dimensions of Quality, Quality Planning, Quality costs - Analysis Techniques for Quality Costs, Basic concepts of Total Quality Management, Historical Review, Review, Princi Principle pless of TQM, TQM, Leader Leadershi ship p – Concept Concepts, s, Role Role of Senior Senior Managem Management ent,, Quality Council, Quality Statements, Strategic Planning, Deming Philosophy, Barriers to TQM Implementation. Chapter 2: TQM Principles Customer satisfaction – Customer Perception of Quality, Customer Complaints, Service Quality Quality,, Custom Customer er Retent Retention ion,, Employ Employee ee Involv Involveme ement nt – Motiva Motivatio tion, n, Empower Empowermen ment, t, Teams, Recognition and Reward, Performance Appraisal, Benefits, Continuous Process Impr Improve oveme ment nt – Jura Juran n Tril Trilogy ogy,, PDSA PDSA Cycl Cycle, e, 5S, 5S, Kaiz Kaizen, en, Supp Suppli lier er Part Partner nersh ship ip – Partnering Partnering,, sourcing, sourcing, Supplier Supplier Selection, Selection, Supplier Supplier Rating, Rating, Relationshi Relationship p Development, Development, Perf Perfor orma manc ncee Meas Measur ures es – Basi Basicc Conc Concep epts ts,, Stra Strate tegy gy,, Perf Perfor orma manc ncee Meas Measur ure. e. Chapter 3: Quality Improvement Techniques Pareto Pareto Diagrams, Diagrams, Cause-Effect Cause-Effect Diagrams, Diagrams, Scatter Diagrams, Diagrams, Run Charts, Charts, Cause and Effect Diagrams Chapter 4: Statistical Process Control (SPC) What What is Statis Statisti tical cal Quality Quality Contro Control? l? Source Sourcess of Variat Variation ion,, Descri Descripti ptive ve Statis Statisti tics, cs, Statis Statisti tical cal Proces Processs Control Control Method, Method, Contro Controll Chart Chart for Variab Variables les,, Contro Controll Chart Chart for Attrib Attribute utes, s, C Charts, Charts, Proces Processs Capabi Capabili lity, ty, Develo Developin ping g OC Curve, Curve, Averag Averagee Outgoi Outgoing ng Quality
Chapter 5: TQM Tools 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. Chapter 6: Quality Systems 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. Chapter 7: Six Sigma Six sigma definition, goal of six sigma, Six sigma level Vs Number of defective units, Evaluation of six sigma, Six Sigma methodology – DMAIC & IDOV, Important Concepts of Six Sigma Basic Text: 1. Dale H.Besterfiled, et al., “Total Quality Management”, Pearson Education, Inc. 2003. (Indian reprint 2004). ISBN 81-297-0260-6. Reference Text: 1. James R.Evans & William M.Lidsay, “The Management and Control of Quality”, (5th Edition), South-Western (Thomson Learning), 2002 (ISBN 0-32406680-5). 2. Feigenbaum.A.V. “Total Quality Management”, McGraw-Hill, 1991. Course Planning: Mid-term Examination: Final Examination: Marks Distribution Attandance Class Test Assignment Mid-term Final Total
Chapter - 1, 2, 3 Chapter - 4, 5, 6, 7
05 10 10 25 50 100
Suman Mazumder
Lecturer Department of Business Administration Southern University Bangladesh
Southern University Bangladesh
Lecture Lecture 1
Undergraduate Program Lecture Planning Course Title: Total Quality Management (TQM) Course Code: Description
Remarks
Chapter 1: Introduction Definition of Quality, Dimensions of Quality, Quality Planning, Quality costs - Analysis Techniques for Quality Costs
Lecture 2
Chapter 1: Introduction Basic concepts of Total Quality Management, Historical Review, TQM, Leadership – Concepts, Role of Senior Management for TQM
Lecture 3
Chapter 1: Introduction Quality Council, Quality Statements, Strategic Planning, Deming Philosophy, Barriers to TQM Implementation
Lecture 4
Chapter 2: TQM Principles Customer satisfaction – Customer Perception of Quality, Customer Complaints, Service Quality, Customer Retention
Lecture 5
Chapter 2: TQM Principles Employee Involvement – Motivation, Empowerment, Teams, Recognition and Reward, Performance Appraisal
Lecture 6
Chapter 2: TQM Principles Benefits, Continuous Process Improvement – Juran Trilogy, PDSA Cycle, 5S, Kaizen
Lecture 7
Chapter 2: TQM Principles Supplier Partnership – Partnering, sourcing, Supplier Selection, Supplier Rating, Relationship Development
Lecture 8
Chapter 2: TQM Principles Performance Measures – Basic Concepts, Strategy, Performance Measure
Lecture 9
Chapter 3: Quality Improvement Techniques Pareto Diagrams, Cause-Effect Diagrams
Lecture 10 Chapter 3: Quality Improvement Techniques Scatter Diagrams, Run Charts
Lecture 11 Chapter 3: Quality Improvement Techniques Cause and Effect Diagrams
Lecture 12 Review Class Mid-term Examination Lecture 13 Chapter 4: Statistical Process Control (SPC)
Class Test 1
Assignment 1
What is Statistical Quality Control? Sources of Variation, Descriptive Statistics
Lecture 14 Chapter 4: Statistical Process Control (SPC) Statistical Process Control Method, Control Chart for Variables, Control Chart for Attributes
Lecture 15 Chapter 4: Statistical Process Control (SPC) C Charts, Process Capability, Developing OC Curve, Average Outgoing Quality
Lecture 16 Chapter 5: TQM Tools Benchmarking – Reasons to Benchmark, Benchmarking Process
Lecture 17 Chapter 5: TQM Tools Quality Function Deployment (QFD) – House of Quality, QFD Process, Benefits, Taguchi Quality Loss Function
Lecture 18 Chapter 5: TQM Tools Total Productive Maintenance (TPM) – Concept, Improvement Needs, FMEA – Stages of FMEA
Class Test 2
Lecture 19 Chapter 6: Quality Systems Need for ISO 9000 and Other Quality Systems, ISO 9000:2000
Lecture 20 Chapter 6: Quality Systems Quality System – Elements, Implementation of Quality System
Lecture 21 Chapter 6: Quality Systems Documentation, Quality Auditing, TS 16949, ISO 14000 – Concept, Requirements and Benefits
Lecture 22 Chapter 7: Six Sigma Six sigma definition, goal of six sigma, Six sigma level Vs Number of defective units
Lecture 23 Chapter 7: Six Sigma Evaluation of six sigma, Six Sigma methodology – DMAIC & IDOV, Important Concepts of Six Sigma
Lecture 24 Review Class Final Examination Suman Mazumder
Lecturer Department of Business Administration Southern University Bangladesh
Assignment 2
