Birla Institute of Technology & Science, Pilani Work-Integrated Learning Programmes Division Second Semester 2012-2013 Course Handout

Course No. Course Title Instructor Course Description TQM principles and practices; leadership; customer satisfaction; employee involvement; continuous process improvement; supplier partnership; performance measures; statistical process control; ISO 9000; benchmarking; quality function deployment; concurrent engineering; experimental design; Taguchis quality engineering; product liability Scope and Objectives For the student to be equipped with the skills and knowledge necessary to implement a successful TQM program in their company, an understanding of the history, purpose and fundamentals of TQM, the tools and techniques that can improve operations, product quality, process quality, customer satisfaction and employee involvement, and the various methods to assess progress of the TQM journey. Upon completion of this course, the students should be able to:

: HHSMZG518/CMZG532/MMZG522 : Total Quality Management : G Pavan Kumar

Identify principles of quality and process innovation and their impact on management strategy and practice; Have an introductory knowledge of quality tools and techniques; Apply Total Quality Management and Process Redesign/Innovation principles for competitive edge; Identify and prepare for difficulties in implementing change in organizations; and Manage complexities of managing and leading in a TQM environment.

Prescribed Text Book

T.1

Besterfield, Dale H., Total Quality Management, Pearson Education, 3rd Revised Edition, 2011.

Reference Book R1. Sharma D.D., Total Quality Management, Principles, Implementation & Cases, Sultan Chand & Sons, New Delhi, 2000 James R. Evans, Total Quality Management, Organization, and Strategy, Thomson, 4th Ed., 2007. Besterfield, D.H., Quality Control, Pearson, 7th Ed., 2004.

R2. R3.

MM ZG522 (Course Handout)

Second Semester 2012-2013

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Plan of Self Study Week Learning Objectives Topic Reference to Text Book No. 1 Definition, History, Introduction T1-Ch.1 Framework and Benefits of TQM 2 Characteristic and roles of a Leadership T1-Ch.2 successful quality leader 3 Voice of customer and Customer Satisfaction T1-Ch.3 retention of customer 4 Employee involvement, Employee Involvement T1-Ch.4 teamwork, performance appraisal and rewards 5 Juran Trilogy, PDSA, Continuous Process T1-Ch.5 Kaizen, Six-sigma Improvement 6 Selection, certification and Supplier Partnership T1-Ch.6 rating of suppliers 7 Quality costs, Malcolm Performance Measures T1-Ch.7 Baldrige National Quality Award, benchmarking 8 Spider chart and comparison Benchmarking T1-Ch.8 with competitors products 9 Review Session Syllabus for Mid Semester Test (Closed Book): Topics in Week No. 1 to 9 10 ISO 9000+ certifications, Quality Management T1-Ch.10 quality audits Systems 11 ISO14000+ certifications, Environmental Management T1-Ch.11 System 12 Voice of customer, house of Quality Function T1-Ch.12 quality Deployment 13 Rationale and methods Quality by Design T1-Ch.13 14 Methodology and Failure Mode and Effect T1-Ch.14 documentation Analysis 15 Liability laws and defense Products Liability T1-Ch.15 16 Affinity diagram, Management Tools T1-Ch.17 interrelations digraph, tree and matrix diagrams 17 Charts and techniques for Statistical Process Control T1-Ch.18 statistical process control 18 Review Session Syllabus for Comprehensive Exam.(Open Book): All Topics given in Plan of Self Study Evaluation Scheme: EC No. EC-1 Evaluation Component & Type of Examination Assignment/Quiz Duration ** Details to be announced on LMS Taxila website by Instructor 2 Hours 3 Hours Weightage 15% Day, Date, Session,Time ** Details to be announced on LMS Taxila website by Instructor Saturday, 09/02/2013 (FN)* 10 AM 12 Noon Saturday, 06/04/2013 (FN)* 9 AM 12 Noon

EC-2 EC-3

Mid-Semester Test (Closed Book)* Comprehensive Exam (Open Book)*

35% 50%

MM ZG522 (Course Handout)

Second Semester 2012-2013

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** Please check the details by 10th January, 2013 on LMS Taxila web site. * Legend: AN: AfterNoon Session; FN: ForeNoon Session

Closed Book Test: No reference material of any kind will be permitted inside the exam hall. Open Book Exam: Use of any printed / written reference material (books and notebooks) will be permitted inside the exam hall. Loose sheets of paper will not be permitted. Computers of any kind will not be allowed inside the exam hall. Use of calculators will be allowed in all exams. No exchange of any material will be allowed. Note: It shall be the responsibility of the individual student to be regular in maintaining the self study schedule as given in the course handout, attend the online/on demand lectures as per details that would be put up in the BITS LMS Taxila website www.taxila.bits-pilani.ac.in and take all the prescribed components of the evaluation such as Assignment (Course Page on LMS Taxila), Mid Semester Test and Comprehensive Examination according to the Evaluation Scheme given in the respective Course Handout. If the student is unable to appear for the Regular Test/Examination due to genuine exigencies, the student must refer to the procedure for applying for Make-up Test/Examination, which will be available through the Important Information link on the BITS WILP website on the date of the Regular Test/Examination. The Make-up Tests/Exams will be conducted only at selected exam centres on the dates to be announced later. Instructor-in-Charges