LP- GE 2022

LP Rev. No: 01
Date: 14.07.2011
Page 1 of 6
Sub Code: GE 2022
Sub Name: TT!L "#!L$T% &!N!GE&ENT
#'(t:$ )*a'+,: Commo' to &EC-.ECE a'd )$-TEC-
Seme/te*: 7
#'(t $ /011abu/: $NTRD#CT$N 2
Introduction - Need for quality - Evolution of quality - Definition of quality - Dimensions of
manufacturing and service quality - Basic concepts of TQM - Definition of TQM TQM Frameor! -
"ontri#utions of Deming$ %uran and "ros#y Barriers to TQM&
b3e+t(ve: To give t'e students an overvie of quality and TQM and e(plaining t'e salient
contri#utions of Quality )urus li!e Deming$ %uran and "ros#y& )eneral #arriers in implementing
TQM&
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* Introduction$Need for quality aareness$ Evolution of
quality$Dimensions of quality$ Definition of TQM
+,
*$- BB . /01
2 Importance of TQM in manufacturing and service
industry including IT sector
+,
3 4ervice quality model$ dimensions of service quality +,
5 Basic approac' of TQM$ TQM frameor! +,
+ Dem('g/ 4,(1o/o4,0. +,
-
6u*a'. C*o/b0 contri#utions
+,
6
/#stacles of TQM$ Benefits of TQM
+,
7 Quality 4tatements li!e Mission$8ision$Quality policy +,
9 "ase 4tudy in manufacturing and 4ervice Industry +,
":T I
LESSN PL!N
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LP- GE 2022
LP Rev. No: 01
Date: 14.07.2011
Page 2 of 6
Sub Code: GE 2022
Sub Name: TT!L "#!L$T% &!N!GE&ENT
#'(t:$$ )*a'+,: Commo' to &EC-.ECE a'd )$-TEC-
Seme/te*: 7
#'(t $$ /011abu/: T"& PR$NC$PLES 9
;eaders'ip 4trategic quality planning$ Quality statements - "ustomer focus "ustomer orientation$
"ustomer satisfaction$ "ustomer complaints$ "ustomer retention -Employee involvement
Motivation$ Empoerment$ Team and Teamor!$ <ecognition and <eard$ 1erformance appraisal -
"ontinuous process improvement 1D4: cycle$+s$ =ai>en - 4upplier partners'ip 1artnering$
4upplier selection$ 4upplier <ating&
b3e+t(ve: T'e students ill understand t'e TQM concepts li!e customer Focus$ Employee Focus and
t'eir involvement$ continous process improvement and 4upplier Management&
Se//(o'
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Refe**ed
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&et,od
*,
Leade*/,(4? Definition$ "'aracteristics$ "oncepts$ 4even
0a#its of 0ig'ly Effective 1eople
+,
*$+$- BB./01
**
"ua1(t0 P1a''('g?. 4trategic 1lanning )oals and
/#@ectives A 4even 4teps to 1lanning
+,
*2
Cu/tome* 7o+u/? "ustomer 4atisfaction? Introduction$
B'o is "ustomer& "ustomer 1erception of Quality$
"ustomer Feed#ac!$ Early customer involvement and
Mass customi>ation&
+,
*3
Cu/tome* *ete't(o': <etention rate$ top five customer
retention tactics& "ustomer complaints$ seven steps of
resolving customer complaints
+,
*5
Em41o0ee &ot(vat(o':1roactive and reactive
#e'avior$MasloCs 'ierarc'y needs$common myt's a#out
employee motivation
+,
*+
Em41o0ee 7o+u/ a'd $'vo1veme't: Introduction$
Motivation A Empoerment$ "ase study
+,
*-
Team/? Definition$ Team Bor!$ Types$ "'aracteristics of
4uccessful Teams$ Mem#er <oles$ Barriers to Team
1rogress
+,
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LESSN PL!N
*6
<ecognition A <eard$ 1erformance :ppraisal&
"ontinuous 1rocess Improvement- Input ./utput 1rocess
Model
+,
*7
Co't('ua1 4*o+e// $m4*oveme't? quality circle$%uran
Trilogy$ 1D4: "ycle
+,
*9
+4$ =ai>en-<eengineering& 4upplier 1artners'ip-
Introduction
+,
2,
Su441(e* &a'ageme't: 1rinciples of "ustomer.4upplier
<elations'ip& 1artnering$ 4ourcing
+,
2*
4upplier 4election$ <ating$ <elations'ip Development
"ase study
+,
C!T $$
;1- GE2022
LP Rev. No: 01
Date: 14.07.2011
Page 8 of 6
Sub Code: GE2022
Sub Name: TT!L "#!L$T% &!N!GE&ENT
#'(t:$$$ )*a'+,: Commo' to &EC-. ECE a'd )$-TEC-
Seme/te*: 7
#'(t $$$ /011abu/: T"& TLS 9 TEC-N$"#ES $ 2
T'e seven traditional tools of quality Ne management tools 4i(-sigma? "oncepts$ met'odology$
applications to manufacturing$ service sector including IT Benc' mar!ing <eason to #enc' mar!$
Benc' mar!ing process FME: 4tages$ Types&
b3e+t(ve: E(posure to students on t'e #asic and ne seven management tools$Quality concepts li!e
4i( sigma$Failure mode effect analysis&
Se//(o'
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Refe**ed
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&et,od
22 Seve' Too1/ of "ua1(t0? 1areto Diagram$ 1rocess Flo
Diagram$ "ause and Effect Diagram$ "'ec! 4'eets$
0istogram&
+,
*$5$- BB . /01
23 "ase study using cause and effect diagram$ 1areto
diagram$ 1rocess flo
+,
25 Ne: Seve' &a'ageme't Too1/? :ffinity Diagram$
Interrelations'ip Digrap'$ Tree Diagram$ and Matri(
Diagram&
+,
2+ Stat(/t(+a1 7u'dame'ta1/? 1opulation 4ample$ Normal
"urve& "'arts? 8ariation$ <un "'art$ "ontrol "'arts
+,
2- 1rocess "apa#ility$ "oncept of 4i( 4igma-4tatistical
:spects$pro#lems in process capa#ility
+,
26 )e'+,ma*5('g? Introduction Definition$ <easons$
1rocess-Deciding B'at to Benc' Mar!$ Dnderstanding
"urrent 1erformance$ 4tudying /t'er$ ;earning from
t'e Data and Dsing t'e Findings$ 1itfalls and
"riticisms&$e(amples&
+,
27 Failure Mode A Effect :nalysis EFME:F- Introduction$
<elia#ility$ <equirements$ Failure <ate and Intent of
FME:
+,
29 4tages of FME: and 1rocess of FME: +,
3, "ase 4tudy on FME: +,
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LESSN PL!N
;1- GE2022
LP Rev. No: 01
Date: 14.07.2011
Page 4 of 6
Sub Code: GE2022
Sub Name: TT!L "#!L$T% &!N!GE&ENT
#'(t:$8 )*a'+,: Commo' to &EC-.ECE a'd )$-TEC-
Seme/te*: 7
#N$T $; S011abu/: T"& TLS 9 TEC-N$"#ES $$ 2
Quality circles Quality Function Deployment EQFDF Taguc'i quality loss function T1M
"oncepts$ improvement needs "ost of Quality 1erformance measures&
b3e+t(ve: To e(plore industrial applications of Quality function deployment$ taguc'i quality
concepts and T1M&
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Refe**ed
Tea+,('g
&et,od
3* Quality circles and its activities in t'e manufacturing$
service and IT industries&
+,
*$2$5 BB./01
32 Quality Function Deployment EQFDF- Introduction$ QFD
Team$ QFD 1rocess$ Benefits of QFD
+,
33 Building a 0ouse of Quality$ +,
35 Building a 0ouse of Quality$ "ontd& it' e(amples +,
3+ Taguc'i Quality ;oss Function-Introduction$ ;oss Function$
Nominal T'e Best$ :verage ;oss$ /t'er ;oss Functions$
simple pro#lems
+,
3- Total 1roductive Maintenance-Introduction$ 1lan$ ;earning
t'e Ne 1'ilosop'y$ Training A Improvement Needs
+,
36 "ua1(t0 Co/t/? "ategories and Elements-1reventive "ost$
:ppraisal "ost$ Internal A E(ternal Failure "ost& "ollecting
A <eporting? 4ystem Design$ "ost Bases$ <eport
+,
37 Pe*fo*ma'+e &ea/u*e/: "oncepts$ 4trategy$ Measures
1resentation- "'arts$ Inde($ )rap's$ Taguc'iCs Quality ;oss
Function& :nalysis&
+,
39 "ase 4tudy on T1M +,
C!T $;
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LESSN PL!N
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LP-GE2022
LP Rev. No: 01
Date: 14.07.2011
Page < of 6
Sub Code: GE2022
Sub Name: TT!L "#!L$T% &!N!GE&ENT
#'(t:8 )*a'+,: Commo' to &EC-.ECE a'd )$-TEC-
Seme/te*: 7
#N$T ; /011abu/: "#!L$T% S%STE&S 2
Need for I4/ 9,,,- I4/ 9,,,-2,,, Quality 4ystem Elements$ Documentation$ Quality auditing- Q4
9,,, I4/ *5,,, "oncepts$ <equirements and Benefits "ase studies of TQM implementation in
manufacturing and service sectors including IT&
b3e+t(ve: Detailed e(posure to students on various quality systems li!e I4/ and its standards&
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Refe**ed
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&et,od
5, Introduction to I4/ 9,,, and Q4 9,,,$ Benefits of I4/
9,,,$4eries of standards$ I4/ 9,,,-2,,, quality system
+,
*$2$3$- BB . /01
5* <equirements of Quality 4ystem E"ontd&$F Management
responsi#ility$ <esource Management$ 1roduct <eali>ation&
+,
52 <equirements of Quality 4ystem E"ontd&$F- Measurement$
:nalysis A Improvement Documentation
+,
53 Implementation A Documentation$ "ase study +,
55 Quality :uditing$ <egistration +,
5+ I4/ *5,,,? Introduction$ 4eries$ 4tandards$ Benefits and
"oncepts&
+,
5- I4/ *5,,,? <equirements-)eneral$ 1olicy and 1lanning +,
56 Introduction of "MM and "MMI-"MMI model-Maturity
levels
+,
57 Discussion on standard models MBNQ:$ EFQM$ :Q:$
Deming :ard and ot'ers&
+,
59 "ase study on I4/ 9,,* implementation +,
+, "ase study on TQM Implementation Issues +,
+* <evision of sylla#us it' reference to previous year
question papers
+,
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LESSN PL!N

LP-GE2022
LP Rev. No: 01
Date: 14.07.2011
Page 6 of 6
Sub Code: GE2022
Sub Name: TT!L "#!L$T% &!N!GE&ENT
)*a'+,: Commo' to &EC-.ECE a'd )$-TEC-
Seme/te*:7
Cou*/e De1(ve*0 P1a':
Bee!
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*& Dale 0&Besterfiled$ at&$ GTotal Quality ManagementH$ 1earson Education :sia$
T'ird Edition$ Indian <eprint E2,,-F&
RE7ERENCE )>S:
2& %ames <& Evans and Billiam M& ;indsay$ GT'e Management and "ontrol of QualityH$
-t' Edition$ 4out'-Bestern ET'omson ;earningF$ 2,,+&
3& /a!land$ %&4& GTQM Te(t it' "asesH$ Butterort' 0einemann ;td&$ /(ford$ 3rd
Edition$ 2,,3&
5& 4ugant'i$; and :nand 4amuel$ GTotal Quality ManagementH$ 1rentice 0all EIndiaF
1vt& ;td&$2,,-&
+& %ana!iraman$B and )opal$ <&=$ GTotal Quality Management Te(t and "asesH$
1rentice 0all EIndiaF 1vt& ;
-&)iris' 1at'a! $HTotal Quality Management- Macmillan pu#lis'ers India ;td&
P*e4a*ed b0 !44*oved b0
S(g'atu*e
Name 4&)/1IN:T0 Dr&N&N:;;D4:MI
De/(g'at(o' :44I4T:NT 1</FE44/< 0/D-ME"0:NI":;
Date *5-,6-2,** *5-,6-2,**
LESSN PL!N
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