Lovely Professional University, Punjab

Course Code MEC446 Course Category Course Title TOTAL QUALITY MANAGEMENT Courses with numerical and conceptual focus Course Planner 12813::Sachin Kapur Lectures 3.0 Tutorials Practicals Credits 0.0 0.0 3.0

TextBooks Sr No T-1 Title Total Quality Management Reference Books Sr No R-1 R-2 Other Reading Sr No OR-1 OR-2 OR-3 OR-4 Journals articles as Compulsary reading (specific articles, complete reference) Total Quality Management in a Chosen Section of the Hospitals in Amman, Jordan Mujbil Al-Marsumi The Quality Management Journal; 2007; 14, 1; ABI/INFORM Global,pg. 45 , Employee involvement: a hierarchical conceptualization of its effect on quality Narendar Sumukadas The International Journal of Quality & Reliability Management; 2006; 23, 2/3; ABI/INFORM Global pg. 1 , Pareto analysis of critical success factors of total quality management ,G. Karuppusami, www.emeraldinsight.com/0954-478X.htm , Lean-kaizen public service: an empirical approach in Spanish local governments, Manuel F. Suarez Barraza (handout) , Title Total Quality Management Quality Management hand book Author Subburaj Ramasamy Juran.J.M Edition 2nd 1st 2000 Year Publisher Name Tata McGraw Hill Pearson Education Author Dale H. Besterfield Edition 3rd Year 2004 Publisher Name Pearson Education

Relevant Websites Sr No RW-1 RW-2 RW-3 RW-4 (Web address) (only if relevant to the course) www.asq.org http://www.isixsigma.com/ http://www.1000advices.com/guru/quality_tqm_14points_demi ng.html http://www.iso.org/iso/qmp Salient Features American society for quality, mentions various quality control tools Related to six sigma programs Website related to Deming's 14 point plan for TQM International Organisation for standardization, Mentions ISO standards, how to use ISO, benefits

LTP week distribution: (LTP Weeks) Weeks before MTE Weeks After MTE Spill Over 7 6 2

Detailed Plan For Lectures

Week Number Lecture Number Broad Topic(Sub Topic) Chapters/Sections of Text/reference books Other Readings, Lecture Description Relevant Websites, Audio Visual Aids, software and Virtual Labs Quality parameters Learning Outcomes Pedagogical Tool Demonstration/ Case Study / Images / animation / ppt etc. Planned

Week 1

Lecture 1

Introduction(Defining Quality)

T-1:Dale H. Besterfield Chapter 1 Page 7 T-1:Dale H. Besterfield Chapter 1 Page 2 T-1:Dale H. Besterfield Chapter 1 Page 4 T-1:Dale H. Besterfield Chapter 1 Page 5 T-1:Dale H. Besterfield Ch 2 Page 19 T-1:Dale H. Besterfield Ch 2 Page 18 T-1:Dale H. Besterfield Ch 2 Page 27 T-1:Dale H. Besterfield Ch 2 Page 34 T-1:Dale H. Besterfield Ch 2 Page 41 T-1:Dale H. Besterfield Ch 2 Page 44 RW-3 OR-1

Knowledge od TQM as Slide Show a technique to quarantee survival in world class competition Knowledge od TQM as a technique to quarantee survival in world class competition Knowledge od TQM as a technique to quarantee survival in world class competition Knowledge od TQM as a technique to quarantee survival in world class competition Intuitive understanding of human nature

Introduction(Basic approach)

Quality approach

Lecture 2

Introduction(gurus of TQM)

Quality gurus

Introduction(TQM framework)

Meaning of TQM

Lecture 3

Leadership(Concept of Leadership)

Leadership

Leadership(Definitions and Characteristic of Quality Leadership) Week 2 Lecture 4 Leadership(Deming Philosophy)

Characteristics of leaders Intuitive understanding of human natur

Slide Show

Demings 14 points

Intuitive understanding of human natur

Slide Show

Lecture 5

Leadership(Quality Council)

Build quailty into the culture

Knowledge od TQM as Case study a technique to quarantee survival in world class competition Knowledge od TQM as Slide Show a technique to quarantee survival in world class competition Intuitive understanding of human natur

Leadership(Quality Statements)

Vision and Mission

Lecture 6

Leadership(Strategic Planing)

Planning for goals

Week 3

Lecture 7

Customer Satisfaction (Introduction)

T-1:Dale H. Besterfield Ch 3 Page 55 T-1:Dale H. Besterfield Ch 3 Page 59 T-1:Dale H. Besterfield Ch 3 Page 73 T-1:Dale H. Besterfield Ch 3 Page 61 T-1:Dale H. Besterfield Ch 3 Page 76 T-1:Dale H. Besterfield Ch 3 Page 82 T-1:Dale H. Besterfield Ch 4 Page 89

Customer of an organisation

Art of building customer loyalty

Customer Satisfaction(Customer Perception of Quality)

What customer wants in Art of building a product customer loyalty

Slide Show

Lecture 8

Customer Satisfaction(Using Customer Complaints)

Feedback using customer complaints

Art of building customer loyalty

Case study

Customer Satisfaction(Feedback)

Customer feedback

Art of building customer loyalty

Case study of a company

Lecture 9

Customer Satisfaction(Service Quality)

Win and retain customers

Art of building customer loyalty

Slide Show or Case study

Week 4

Lecture 10

Customer Satisfaction(Translating Needs into Requirements)

Kanos Model of customer requirements

Art of building customer loyalty

Lecture 11

Employee Involvement (Motivation)

Maslows Hierarchy of Needs

Understanding Images Employee Invovlement as an approach to improving quality and productivity Understanding Employee Invovlement as an approach to improving quality and productivity Understanding Employee Invovlement as an approach to improving quality and productivity Understanding Employee Invovlement as an approach to improving quality and productivity Understanding HOMEWORK 1 Employee Invovlement ASSIGN as an approach to improving quality and productivity Slide Show

Lecture 12

Employee Involvement(Employee T-1:Dale H. Surveys) Besterfield Ch4 Page 93

Employee Surveys

Week 5

Lecture 13

Employee Involvement (Empowerment)

T-1:Dale H. Besterfield Ch 4 Page 96

OR-2

Employee Surveys

Lecture 14

Employee Involvement(Teams)

T-1:Dale H. Besterfield Ch 4 Page 97

Problem solving

Employee Involvement(Suggestion System)

T-1:Dale H. Besterfield Ch 4 Page 113

Suggestion System for improvement

Week 5

Lecture 15

Employee Involvement (Recognition and Reward)

T-1:Dale H. Besterfield Ch 4 Page 113

Recognition and Reward Understanding for employees Employee Invovlement as an approach to improving quality and productivity Salary increase , parameters etc Understanding Case study of an Employee Invovlement organisation as an approach to improving quality and productivity Understanding Employee Invovlement as an approach to improving quality and productivity Understanding HOMEWORK 1 Employee Invovlement SUBMISSION as an approach to improving quality and productivity Understanding Employee Invovlement as an approach to improving quality and productivity Understanding Employee Invovlement as an approach to improving quality and productivity Understanding Demonstration of Employee Invovlement process as an approach to improving quality and productivity Understanding Demonstration of Employee Invovlement process as an approach to improving quality and productivity Understanding Slide Show Employee Invovlement as an approach to improving quality and productivity Slide Show

Week 6

Lecture 16

Employee Involvement (Performance Appraisals)

T-1:Dale H. Besterfield Ch 4 Page 117

Employee Involvement(Unions and Employee Involvement)

T-1:Dale H. Besterfield Ch 4 Page 120

Unions and Employee Involvement

Lecture 17

Continuous process improvement (Introduction)

T-1:Dale H. Besterfield Ch 5 Page 125

Introduction

Lecture 18

Continuous process improvement (Process)

T-1:Dale H. Besterfield Ch 5 Page 126

Process improvement

Continuous process improvement (Juran Trilogy)

T-1:Dale H. Besterfield Ch 5 Page 128

Juran Trilogy

Week 7

Lecture 19

Continuous process improvement (Improvement Strategies)

T-1:Dale H. Besterfield Ch 5 Page 130

Improvement Strategies

Lecture 20

Continuous process improvement (PDSA Cycle)

T-1:Dale H. Besterfield Ch 5 Page 133

Plan Do Study Act for improvement

Lecture 21

Continuous process improvement (Problem Solving Methods)

T-1:Dale H. Besterfield Ch 5 Page 134

Problem Solving Methods

MID-TERM

Week 8

Lecture 22

Benchmarking(Reasons of benchmarking)

T-1:Dale H. Besterfield Ch 8 Page 208 T-1:Dale H. Besterfield Ch 8 Page 209 T-1:Dale H. Besterfield Ch 8 Page 207 T-1:Dale H. Besterfield Ch 8 Page 211 T-1:Dale H. Besterfield Ch 8 Page 213 T-1:Dale H. Besterfield Ch 8 Page 217 T-1:Dale H. Besterfield Ch 8 Page 220 T-1:Dale H. Besterfield Ch 10 Page 254 T-1:Dale H. Besterfield Ch 10 Page 253 T-1:Dale H. Besterfield Ch 10 Page 255 T-1:Dale H. Besterfield Ch 10 Page 258 T-1:Dale H. Besterfield Ch 10 Page 270

Achieve business and competitive objectives

Understanding how organisations measure themselves against the best industry practices Understanding how organisations measure themselves against the best industry practices Understanding how organisations measure themselves against the best industry practices Understanding how organisations measure themselves against the best industry practices Understanding how organisations measure themselves against the best industry practices Understanding how organisations measure themselves against the best industry practices

Case study

Benchmarking(Process)

Process to fit organisation needs and culture Best practices

Benchmarking(Introduction)

Lecture 23

Benchmarking(Decision to benchmark)

What to Benchmark

Slide Show

Benchmarking(Planning)

Learning process of Benchmarking

Lecture 24

Benchmarking(Learning from data)

Answering questions

Benchmarking(Pitfalls and Criticisms of Benchmarking)

Pitfalls and Criticisms of Understanding how Benchmarking organisations measure themselves against the best industry practices Implementing a quality system Understanding of Adoption of ISO 9000 series as National standards Understanding of Adoption of ISO 9000 series as National standards Understanding of Adoption of ISO 9000 series as National standards Understanding of Adoption of ISO 9000 series as National standards Understanding of Adoption of ISO 9000 series as National standards

Brainstorming

Week 9

Lecture 25

Quality Management Systems (Benefits of ISO Registration)

TEST 1 ASSIGN

Quality Management Systems (Introduction)

Development of International Standards

Lecture 26

Quality Management Systems(ISO 9000 Series)

Quality Management Systems

Demonstration of process

Quality Management Systems(ISO 9001 Requirements)

Quality Management Systems

Slide Show

Quality Management Systems (Implementation)

Implement Quality Management Systems

x20

Week 9

Lecture 27

Quality Management Systems (Documentation)

T-1:Dale H. Besterfield Ch 10 Page 273 T-1:Dale H. Besterfield Ch 10 Page 276 T-1:Dale H. Besterfield Ch 10 Page 281 T-1:Dale H. Besterfield Ch 10 Page 287 T-1:Dale H. Besterfield Ch 10 Page 294 T-1:Dale H. Besterfield Ch 10 Page 296

Hierarchy System Documentation

Understanding of Adoption of ISO 9000 series as National standards Understanding of Adoption of ISO 9000 series as National standards Understanding of Adoption of ISO 9000 series as National standards Understanding of Adoption of ISO 9000 series as National standards Knowledge of EMS Environmental Management Systems Knowledge of EMS Environmental Management Systems Demonstration of process

Quality Management Systems (Writing the Documents)

Quality Management Systems

Quality Management Systems (Internal Audits)

Determine actual performance through audits Quality system Registration

Quality Management Systems (Registration)

x20

Quality Management Systems(ISO 14000 Series Standard)

Environment Impact

Slide Show

Quality Management Systems (Concept of ISO 14001)

Environment Management System

Week 10

Lecture 28 Lecture 29 Quality Function Deployment : T-1:Dale H. Besterfield Ch 12 Failure Mode Effect Analysis(QFD Page 316 Team) Quality Function Deployment : Failure Mode Effect Analysis (Benefits of QFD) Quality Function Deployment : Failure Mode Effect Analysis (Voice of Customer) Quality Function Deployment : Failure Mode Effect Analysis (Introduction) Lecture 30 Quality Function Deployment : Failure Mode Effect Analysis (House of Quality) Quality Function Deployment : Failure Mode Effect Analysis (Building a House of Quality) T-1:Dale H. Besterfield Ch 12 Page 317 T-1:Dale H. Besterfield Ch 12 Page 319 T-1:Dale H. Besterfield Ch 12 Page 315 T-1:Dale H. Besterfield Ch 12 Page 322 T-1:Dale H. Besterfield Ch 12 323

Test 1 mplementing Voice of the customer in the final product or service by QFD planning tool Benefits of QFD Example etc Implementing Voice of the customer in the final product or service by QFD planning tool Implementing Voice of the customer in the final product or service by QFD planning tool Implementing Voice of Case study the customer in the final product or service by QFD planning tool Implementing Voice of the customer in the final product or service by QFD planning tool Implementing Voice of the customer in the final product or service by QFD planning tool Implementing Voice of Images the customer in the final product or service by QFD planning tool Slide Show

Customer expectations and needs

QFD as a planning tool

Tool of QFD

Quality Matrix Basic House

Week 11

Lecture 31

Quality Function Deployment : Failure Mode Effect Analysis (Reliability) Quality Function Deployment : Failure Mode Effect Analysis (Failure Rate)

T-1:Dale H. Besterfield Ch 14 Page 378 T-1:Dale H. Besterfield Ch 14 Page 379 T-1:Dale H. Besterfield Ch 14 Page 380 T-1:Dale H. Besterfield Ch 14 Page 384 T-1:Dale H. Besterfield Ch 14 Page 401 T-1:Dale H. Besterfield Ch 14 Page 401 T-1:Dale H. Besterfield Ch 18 Page 461 OR-3

Product service life

Implementing Voice of Slide Show the customer in the final product or service by QFD planning tool

Probability of survival Implementing Voice of Exponential Distribution the customer in the final product or service by QFD planning tool Product Related failure modes Implementing Voice of x20 the customer in the final product or service by QFD planning tool Implementing Voice of the customer in the final product or service by QFD planning tool Implementing Voice of the customer in the final product or service by QFD planning tool Slide Show

Lecture 32

Quality Function Deployment : Failure Mode Effect Analysis (Intent of FMEA) Quality Function Deployment : Failure Mode Effect Analysis (Stages of FMEA)

Stages of FMEA

Lecture 33

Quality Function Deployment : Failure Mode Effect Analysis (Example of FMEA) Quality Function Deployment : Failure Mode Effect Analysis (Document Preparation)

Process of Preparing FMEA document

Brainstorming

Process of Preparing FMEA document

Implementing Voice of TEST 2 ASSIGN the customer in the final product or service by QFD planning tool Understanding the best Image technical tools used in industry for improving product and service quality

Week 12

Lecture 34

Statistical Process Control(Pareto Diagram)

Identify problems

Statistical Process Control(Process Flow Diagram)

T-1:Dale H. Besterfield Ch 18 Page 463

Construct a Process Flow Understanding the best Diagram for activity technical tools used in industry for improving product and service quality Diagram for Relation between effect and its causes Understanding the best technical tools used in industry for improving product and service quality Understanding the best technical tools used in industry for improving product and service quality Understanding the best Slide Show technical tools used in industry for improving product and service quality Brainstorming

Statistical Process Control(Cause and Effect Diagram)

T-1:Dale H. Besterfield Ch 18 Page 464

Statistical Process Control(Check Sheets)

T-1:Dale H. Besterfield Ch 18 Page 466

Collecting data for Non conformities

Statistical Process Control (Histogram)

T-1:Dale H. Besterfield Ch 18 Page 468

Statistical Process Control Technique

Week 12

Lecture 34

Statistical Process Control (Introduction)

T-1:Dale H. Besterfield Ch 18 Page 461

Improving Product and service quality

Understanding the best technical tools used in industry for improving product and service quality Understanding the best Demonstration of technical tools used in process industry for improving product and service quality Understanding the best technical tools used in industry for improving product and service quality Understanding the best Slide Show technical tools used in industry for improving product and service quality Understanding the best x20 technical tools used in industry for improving product and service quality Understanding the best technical tools used in industry for improving product and service quality Understanding the best technical tools used in industry for improving product and service quality Slide Show

Lecture 35

Statistical Process Control (Statistical Fundamentals)

T-1:Dale H. Besterfield Ch 18 Page 471

Statistics as a science

Statistical Process Control (Introduction to Control Charts)

T-1:Dale H. Besterfield Ch 18 Page 478

Variation in products concept

Statistical Process Control (Variable and Attribute Control Charts)

T-1:Dale H. Besterfield Ch 18 Page 482 ; 500

RW-1

Statistical Process Control

Statistical Process Control(Scatter Diagram)

T-1:Dale H. Besterfield Ch 18 Page 508

Statistical Process Control

Statistical Process Control(Process Capability)

T-1:Dale H. Besterfield Ch 18 Page 496

Process Spread

Statistical Process Control(Six Sigma techniques)

R-1:Subburaj Ramasamy

RW-2

Understand Six Sigma

Slide Show

Lecture 36 Week 13 Lecture 37 Taguchi's Quality(Loss Function) T-1:Dale H. Besterfield Ch 20 Page 561 T-1:Dale H. Besterfield Ch 20 Page 561 T-1:Dale H. Besterfield Ch 20 Page 575

Test 2 Quadratic Loss Function How to use quality Slide Show Equation engineering as a science

Taguchi's Quality(Introduction)

Quality Sciences

How to use quality engineering as a science

Lecture 38

Taguchi's Quality(Signal to Noise Ratio)

Another Taguchi Contribution understanding

How to use quality Slide Show engineering as a science

Week 13

Lecture 38

Taguchi's Quality(Parameter Design)

T-1:Dale H. Besterfield Ch 20 Page 580 T-1:Dale H. Besterfield Ch 20 Page 596

Product Development Stages

How to use quality engineering as a science

Lecture 39

Taguchi's Quality(Tolerance Design)

Statistical Tolerance

How to use quality Slide Show engineering as a science

SPILL OVER
Week 14 Lecture 40 T-1:Dale H. Besterfield Ch 18 Page 482 ; 500 T-1:Dale H. Besterfield Ch 14 Page 378 ; 379 Variable and Attribute Control Charts Statistical Process Control x20

Lecture 41

Reliabilty , Failure Rate

Probability of survival Exponential Distribution

Slide Show

Scheme for CA:

Component Homework,Test Frequency 2 Total :Out Of 3 Each Marks Total Marks 10 10 20 20

Details of Academic Task(s)

AT No. Objective Topic of the Academic Task Nature of Academic Task (group/individuals/field work Individual Evaluation Mode Allottment / submission Week 9 / 10

Test 1

To evaluate about understanding and analytical skills of student. To evaluate the analytical skills of student in solving quality control problems. To evaluate their observational, analytical and creativity skills

Test based on the topics covered in the syllabus.

Written Test based on covered topics of syllabus. Evaluation on the basis of marks assigned to each question in the test. On the basis of evaluation parameters of the homework sheet.

Test 2

Written test based on the syllabus covered .

Individual

11 / 12

Homework 1

Homework sheet for the students based on the topics covered in the class.

Individual

5/6