Riphah Intentional University, Township Campus Lahore

Faculty of Management Sciences

Total Quality Management

Department: Management Sciences

Programs: MS Engineering Management, MS Project Management and MBA

Pre-Reading: The students attending this course must have the know-how of general
management theories, and statistics.

Course Description and Objectives

Quality Management (QM) is a philosophy adopted by a number of organizations around

the globe with local and global customers to reduce variability in the product or service. As the
quality remained major concern of the stakeholders, therefore, with the passage of time different
approached had been introduced to improve quality of the processes, products and services. In
this course, the students will learn those techniques and apply in real-world for continuous
improvement.

Recommended Textbook: Total Quality Management by Dale H. Besterfield (latest Edition)

Detailed Plan for Lectures

Week Topics Reading Lecture Description Learning

Outcomes
Number

Week 1 Introduction(Defining Chapter 1 Quality parameters TQM as a

technique to
Quality) guarantee survival
in world class
competition
 Introduction(TQM Chapter 1 Meaning of TQM
framework)

Leadership(Concept of Chapter 2 Leadership Intuitive

understanding of
Leadership) human nature

Leadership(Definitions Chapter 2 Characteristics of

and Characteristic of
Quality Leadership) leaders

Week 2 Leadership(Deming . Chapter 2 Demings 14 points

Philosophy)

Leadership(Quality Council) Chapter 2 Build quality into TQM as a

the culture technique to
guarantee survival
in world class
competition

Leadership(Quality Chapter 2 Vision and Mission

Statements)

Leadership(Strategic Chapter 2 Planning for goals Intuitive

understanding of
Planning) human nature

Week 3 Customer Satisfaction Chapter 3 Customer of Art of

an building
(Introduction) organization customer
loyalty
Week 4 Customer Chapter 3 Kanos Model of Art of
customer building
Satisfaction(Translating requirements customer
loyalty
Needs into Requirements)
Employee Involvement Chapter 4 Maslows Hierarchy Understanding
Employee
of Involvement as an
(Motivation)
approach to
Needs improving quality
and productivity
Employee Chapter 4 Employee Surveys
Involvement(Employee
Surveys)
Week 5 Employee Involvement Chapter 4 Employee Surveys
(Empowerment)

Employee Chapter 4 Problem solving

Involvement(Teams)

Employee Chapter 4 Suggestion System

for improvement
Involvement(Suggestion
System)
Week 5 Employee Involvement Chapter 4 Recognition and
Reward for
(Recognition and Reward) employees

Week 6 Employee Involvement Chapter 4 Salary

increase ,
(Performance Appraisals) parameters
etc

Continuous process Chapter 5 Introduction

improvement
(Introduction)
Continuous process Chapter 5 Process improvement
improvement
(Process)

Continuous process Chapter 5 Juran Trilogy

improvement
(Juran Trilogy)

Week 7 Continuous process Chapter 5 Improvement

improvement Strategies
(Improvement Strategies)
Continuous process Chapter 5 Plan Do Study Act
for improvement
improvement
(PDSA Cycle)
 Continuous process Chapter 5 Problem Solving
improvement
Methods
(Problem Solving Methods)
Week 8 Benchmarking(Reaso Chapter 8 Achieve business Understanding
ns of benchmarking) and competitive how organizations
objectives measure
themselves against
the best industry
practices
Week 9 Quality Management Chapter 10 Implementing a Understanding of
quality system Adoption of ISO
Systems 9000 series as
National standards
(Benefits of ISO
Registration)
Quality Management Development of
Systems
International
(Introduction) Standards

Quality Management Quality Management

Systems(ISO
Systems
9000 Series)
Quality Management Quality Management
Systems(ISO
Systems
9001 Requirements)

Quality Management Implement Quality

Systems
Management
(Implementation) Systems

Week 9 Quality Management Chapter Hierarchy System

10
Systems
Documentation
(Documentation)

Quality Management Quality Management

Systems
Systems
(Writing the Documents)
 Quality Management Determine actual
performance
Systems through audits
(Internal Audits)

Quality Management Quality system

Systems
Registration
(Registration)
Quality Management Environment Impact Knowledge of
EMS
Systems(ISO Environmental
Management
14000 Series Standard) Systems

Quality Management Environment Knowledge of

EMS
Systems
Management System Environmental
Management
(Concept of ISO 14001) Systems
Week 10
Quality Function Deployment Chapter 12 implementing Voice Implementing
of the customer in Voice of the
Failure Mode Effect the final product or customer in the
Analysis(QFD Team) service by QFD
planning tool final product or
service by QFD
planning tool
(Building a House of Quality Matrix Basic
Quality)
House

Week 11 Quality Function Deployment Chapter 14 Product service life

(Reliability)

Week 12 Statistical Process Controls Chapter 18 Identify problems Understanding and

applying different
statistical
techniques for
quality
improvement