Quality Management

Course Code:  BBA303

Course Title: Quality Management (4 Credits)




Course Contents


Unit 1: Introduction to Quality: Evolution of Quality, Definition of Quality, Dimensions of Quality, Quality Control,        Quality Assurance, Total Quality Management (TQM)


Unit 2: Quality Gurus: Dr. Walter Shewhart-Contribution of Shewhart to quality management, Dr. Edwards Deming-Contribution of Deming to quality management, Philip B. Crosby-Contribution of Crosby to quality management, Dr. Joseph Juran- Contribution of Juran to quality management, Dr. Genichi Taguchi- Contribution of Taguchi to quality management, Dr. Shiegeo Shingo

Contribution to Shiegeo Shingo to quality management,       Dr. Kaoru Ishikawa-Contribution of Ishikawa to quality management,     Masaaki Imai


Unit 3: Quality as a Strategic Decision: Meaning of Strategy and Strategic Quality Management, Mission and Vision Statements, Quality Policy, Quality Objectives, Strategic Planning and Implementation, McKinsey 7s Model, Competitive Analysis, Management Commitment to Quality


Unit 4: Customer Focus: Meaning of Customer and Customer Focus, Classification of customers, Customer Focus, Customer Perception of Quality, Factors affecting customer perception, Customer Requirements, Meeting Customer Needs and Expectations, Customer Satisfaction and Customer Delight, Handling Customer Complaints


Unit 5: Cost of Quality: Cost of Quality, Categories of Cost of Quality , Models of Cost of Quality, Optimising Costs, Preventing Cost of Quality


Unit 6: Continuous Improvement Process: Process Concept, Meaning and Importance of Continuous Improvement Process,     Elements of Continuous Improvement, Juran Trilogy, Kaizen, PDSA Cycle and Other Improvement Strategies, Business Process Reengineering


Unit 7: Productivity: Defining Productivity, Importance of Productivity, Productivity Factors, Workforce and Productivity, Work study for productivity, Managing Improvement


Unit 8: Supplier Relations: Principles of Supplier Relations / Supplier Relationship Development, Togetherness, Types of Suppliers,      OutsourcingOutsourcing strategy, Partnering, Goals of partnership, Building successful partnership, Supplier Selection and Rating, Establishing due process, Criteria for supplier selection, Supplier rating,     Sourcing, Supplier certification


Unit 9: Quality Control Tools: Check Sheet, Histogram, Shapes of histogram, Drawing a histogram, Pareto Chart, Drawing a Pareto chart, Cause & Effect Diagram, Scatter Diagram, Control charts


Unit 10: Statistical Quality Control: Defining Statistical Quality Control, Understanding the Process, Variations and Causes of Variations, Acceptable Sampling, Sampling methods, Probability based sampling , Non-probability based sampling, Acceptance sampling plans, Control Charts,         Process Capability, Process Capability Index, Six Sigma


Unit 11: Quality Management Systems: Quality Management System, Quality Management Principles, ISO 9001 Structure, Quality Audits,        ISO Registration, Requirements, Benefits of ISO registration, Examples of ISO Standard Application


Unit 12: Benchmarking: Definition of Benchmarking, Reasons for Benchmarking, Types of Benchmarking, Benchmarking Process,  Advantages of Benchmarking, Limitations of Benchmarking


Unit 13: Employee Involvement and Team Building: Importance of Employee Involvement, Empowerment, Motivation &Theories of Motivation, Recognition and Reward, Suggestion System, Teams in Organisations


Unit 14: Quality Awards: Malcolm Baldrige National Quality Award, Deming Prize-categories-criteria-committee, Rajiv Gandhi National Quality Award- Eligibility requirements- Award categories- Assessment criteria, IMC Ramakrishna Bajaj National Quality Awards, Award categories, Award criteria, Quality Bodies in India, EFQM award