Total Quality Management

Irfan Rashid Farooqui

Irfan.farooqui@gmail.com Mob: 0333 - 4234559

CAPSULE STATEMENT

Increasing competition and globalization has forced organizations to shift their focus
from merely offering goods and services at lower costs, to achieving higher customer
satisfaction.

Total Quality Management (TQM) aims at meeting, rather exceeding, customer

expectations, through continual quality improvement of products and services
provided by an organization. This goal is achieved through a collection of
management and control activities based on the leadership of top management and the
involvement of all departments from planning and development to sales and service.

This course is aimed at introducing students to the fundamentals of TQM concept, as

well as providing them with understanding and necessary skills to utilize various
management and statistical techniques that are most widely utilized in implementation
of this concept in an organization.

The course will also expose students to the issues of implementing TQM in Pakistan.
Lectures by guest speakers from the industry and field trip (subject to approval) will
be used for this purpose.

LEARNING OBJECTIVES

Upon successful completion of this course, the participants will:

• learn how the concepts of quality and total quality management fit into the
business environment
• become familiar with the current quality scenario in Pakistan
• be able to effectively use key quality tools to measure and assess process
characteristics and performance
• become acquainted with local adaptations in managing quality in organizations
• learn how to establish TQM functions in organizations
• learn how to solve problems using quality tools
LEARNING METHODOLOGY

Reading Material Skill Development Exercises Guest Speaker

Lectures Focus Case Studies & Presentations Seminar Briefing

Handouts Project

ASSESSMENT

Quiz 10%
Assignments & Workshops 10%
Mid Term Exam 35%
Final Exam 45%

RECOMMENDED TEXT BOOK

“Quality Management” by Stanley B. Davis & David L. Goetsch

“The certified Manager of Quality” by Russell T. Westcott (Printed by ASQ)
“Quality Management” by Kanishka Bedi (Printed by Oxford University Press)

SUGGESTED READINGS

• Deming, Edward “Out of Crisis”

• Crosby, P. “Quality is Free”
• Quality Management Journal
• Quality Progress
• The Quality Magazine
• Asia Pacific Journal of Quality Management
• The Quality Digest

INTERNET RESOURCES

www.asq.org
www.piqc.com.pk
www.iqd.com/glenn.htm
 CALENDAR OF ACTIVITIES

Topic Activity
Week

1. Defining Quality

2. TQM Philosophies & Dimensions of Quality Workshop

3. 7 Basic Quality Tools (Check Sheet, Histogram) Workshop + Project

4. Histogram Quiz 1

5. 7 Basic Quality Tools (Pareto analysis, Control Chart) Workshop

6. Process Capability Analysis Workshop + Quiz 2

Mid Term

Workshop +
7. Cost of Quality
Assignment

8. C & E diagram, Affinity Diagram Workshop

9. Process approach Quiz 3

10. Quality Circles, Kaizen, 5 S

11. Benchmarking, Reengineering, Six Sigma

12. ISO 9001, MBNQA, EFQM Excellence Award Quiz 4

End Term Exam

* The course outline is subject to change as per the requirements of the class.