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Executive Post Graduate Diploma in Management

Subject Outline

Subject Name Total Quality Management

Subject Code MGT457
Subject Credits Three
Instructor
Office Hours By Appointment only
Quality is very important strategic differentiator in today’s
business world. In highly competitive markets, companies need a
special focus on Quality to survive in global markets. World best
companies such as Sony, Toyota, Honda and GE all these
companies built their competency around Quality, their success
mantra is continuous improvements through systematic
innovations in their operations. TQM is a systematic approach of
engaging entire organization by focusing on quality needs of end
customer and employees involvement throughout the product
lifecycle through continuous improvements initiatives. Global
companies such as Toyota, Sony and Honda are inbuilt these best
Summary/Overview practices in their organization structures and fine-tuned systems
to get world class quality products and services. Best practices of
these companies cannot be replicated overnight by competitors
and this gives them long term competitive advantage.

While designing the course outline, we assumed that the

student’s background and their competency levels in subjects
such as business statistics and operations management related
subjects. We try to balance theoretical concepts, quantitative
approaches and more emphasis is given to the practical
applicability of the concepts.

Aims 1. Learn basic concepts of Quality Management and TQM

2. Groom E PGDM students for consulting roles in areas of
Quality Management and Operations Management
3. Equip with necessary quantitative skills to handle Quality
 Analytics.

Core Learning Outcomes

Assessment Criteria
To achieve the learning outcome you must
Learning Outcomes
demonstrate the ability to :
On completion of this unit you should be able to:
1. In exams, presentations and case studies,
1.Describe and explain the different concepts and
participants should bring out theoretical
principles embedded in TQM approach. How this is
concepts & Tools of TQM very clearly.
important and relevant in the current globalized 2 In exams, discussions and presentations,
economy. participants should be able to show their
2.Understand your own values and beliefs as applied grasp of the overall concepts of TQM and
to TQM, and how these influence/impact the its place in organization strategy as well as
organization culture and implementation business strategy.
3.Evaluate the cultural aspects, strength & weakness 3 Preparing a Case study & presentation on
of the organization, which strongly influence the the steps of implementation, focussing on
implementation of TQM assumptions, and the problems faced
4.Applying your knowledge and fine tuning the during implementation
concepts as relevant & applicable to your own 4 Case study should bring the growing
organization, and drive them for implementation. confidence of the participant, in the
5.Motivating the organization in evaluating their TQM implementation of TQM, as its responsible
implementation status and driving towards getting leader. Answers to questions set in
ready for TQM awards examinations should capture all the above
items.

Approach to Learning

 Participants will be tested both conceptually and on

application of concept on areas related to TQM by the
following methods:
Assessment Strategy o In depth case analysis
o Participation in discussions & presentations
o Timely Submission of all assignments
o Written tests
Submission
Learning Outcomes day/week
Assessment Description of Weight
No Assessed (assignments) or
Method* Assessment Method %
length (exam)
1 2 3 4
CS Case Study X X X Fortnight
PF Preparation of cases for X X X One Day for case
class discussion lets/ A week for long
cases
 EX Written X X X X As scheduled

*The following codes for assessment methods apply:-

LR literature review PC practical
CB computer-based PF performance
CS case study PL placement
DI dissertation or project PO portfolio
EX exam PR presentation
GR group report RE individual report
DTA during term test OR oral
OT other

Outline Teaching Schedule

a. Definition of Quality, Need for Quality

b. Cost of Quality (COQ) and its relevance to TQM
Introduction to c. Quality Philosophy by Quality Gurus (Deming, Juran,….)
Quality and TQM d. TQM and its Evolution
e. Overall Framework of Organization Quality

a. TQM Concept, and Competitive Advantage

TQM Evolution, b. TQM Framework
Framework, c. Customer – Supplier Relationship, Customer Satisfaction
Customer-Supplier d. Best Practices in Customer/Supplier Relationships
Relationship e. Performance Measures

a. Redesigning Organization Structure for TQM, Quality Culture

TQM Organization, b. Framework for Continuous Improvement
Leadership, and
c. Leadership and TQM
Employee
Participation /Team
d. Role of TQM Leaders
work in TQM e. Employee participation and team work in TQM
f. 5S Concepts and quality Circles

a. Quality Tools for Design and Planning

b. Quality Control and Improvement Tools
c. Basic Statistics, variation, Statistical Process Control
Tools and Techniques
d. SQC/SPC Tools, Control Charts
for TQM
implementation
e. Deployment of statistical Methods and Charts
f. Sampling Techniques
g. Process capability Studies
 a. Quality Function Deployment (QFD)
Other Advanced Tools b. Failure Mode and Effect Analysis (FMEA)
for TQM c. Six Sigma process
d. Creativity and Innovation for Quality Improvement

a. QMS, Quality Standards, Understanding ISO 9000

Quality Management b. Quality Audits, Quality Certifications
system (QMS) c. Brief overview of other standards ISO 14000, AS 9100, QS 9000, TS 16949
d. Brief introduction to various sector specific certifications

a. Quality Management System (QMS), Quality Standards, Quality Audits

Implementing
b. TQM Models/Frameworks/Awards
QMS/TQM in
Organization
c. TQM Deployment Steps
d. TQM Implementation issues and challenges

a. TQM Conclusions – Summary

TQM Conclusions and
b. TQM deployment – Industry Perspective
Case Studies
c. Case Studies

Recommended Resources

Essential Textbook
 Total Quality Management - Evans lindsay, 8th Edition Cengage Learning.

Reference Books:

1. Total Quality Management by Besterfield (Pearson)

2. Quality in Totality by Parag Diwan; Deep & Deep Publications
3. 100 Methods for Total Quality Management by Kanji; K.G. & Asher,M.; Sage Publications
4. Quality Planning & Analysis. J.M.Juran, Tata Mc-Graw Hill
5. Guide to Quality Control by Dr. Ishikawa
6. Total Quality Management by Poornima M. Charantimath