Course Code: MBA 401

Credit Units: 04

Course Objectives The course aims at the students to embrace the fundamental principles, criteria, and historical foundations of total quality, while providing a foundation for understanding and applying technical tools. Course Contents

Module I: The Quality Systems

Introduction: The history and importance of quality, Defining quality, Total Quality: Principles, Practices and techniques, Quality and competitive advantage, Three levels of quality, Total Quality in Organizations: Quality and systems thinking, Quality in manufacturing, Quality in services, Quality in public sector

Module II: Philosophies and Frameworks:

The Deming philosophy, The Juran philosophy, The Crosby philosophy, Other quality philosophies A. V. Feigenbaum, Karou Ishikawa, Genichi Taguchi, Quality Management Awards and Frameworks: The Malcolm Balridge National Quality Award, The Deming Prize, European Quality Award, Canadian Award for Business Excellence, Australian Business Excellence Award, Quality Awards in China, Rajiv Gandhi National Quality Award, ISO 9000:2000, Six Sigma as Quality framework, Comparison of Balridge, ISO 9000, and Six Sigma

Module III: Management System-I

Leadership and Strategic Planning: Leadership for quality, Leadership, Governance and social responsibilities, The seven management and planning tools, Focusing on Customers:The importance of customer satisfaction and loyalty, Understanding customer needs, Linking customer information to design, production, and service delivery, Measuring customer satisfaction High Performance Workforce Management: Principles of engagement and motivation, designing high-performance work systems

Module IV: Management System-II

Process Management: Business processes, Designing work processes, process Improvement (Kaizen, Deming Cycle, creative problem solving), Breakthrough Improvement (Benchmarking, Reengineering)Performance Measurement and Information Management: Balance Scorecard, The cost of quality, Building and Sustaining Performance Excellence in Organizations: Organizational culture and performance excellence, change management, sustaining the quality organization

Module V: The Technical System

Statistical Thinking and Applications: Demings redbead and Funnel Experiments, applications of basic statistical methodology for quality, Six Sigma and Process Improvement: the statistical basis of Six Sigma, Six Sigma project selection, Tools for process improvement (The seven QC Tools, Lean Tools, and Lean Six Sigma) Design for Quality and Product Excellence :introduction to Concurrent Engineering, DFSS, Concept Engineering, QFD, Design for manufacturability, Design and environmental responsibility, Design for excellence, Target and tolerance design, Taguchi loss function, Design FMEA, Statistical Process Control:Control charts for variables data, (Mean Chart, Range Chart, sChart, Charts for Individuals), Control charts for attributes (p-Chart, np Chart, c-Chart and uChart) Learning Outcome: Upon successful completion of the will be able to: 1. Develop an understanding on quality management philosophies and Frameworks. 2. Develop in-depth knowledge on various tools and techniques of quality Management. 3. Learn the applications of quality tools and techniques in both manufacturing and service industry. 4. Develop analytical skills for investigating and analysing quality management issues in the industry and suggest implementable solutions to those. Examination Scheme Components Weightage (%) References Evans, James R., Lindsay, William M., (2011), The Management and Control of Quality, 8th Edition, Cengage Learning Dale, Barrie G., Wiele, Ton Var Der, Iwaarden, Jos Van., Managing Qaulity, 5th Edition, Wiley India SubburajRamasamy, (2008), Total Quality Management, Tata McGraw Hill Education, India CPA 5 TP 5 Q/S 5 A 5 ME 10 EE 70