Total Quality Management

1 Basic Concepts and Methods

1. Concept of Quality
2. Quality Management
3. Quality Control and Assurance
4. Stakeholders in Quality Management
5. Standardisation
6. Overview of Total Quality Management (TQM)
7. Principles of TQM
8. Awards and Certification

2 Quality Management – Leading Thinkers

1. Evolution of Quality Approaches
2. The Crosby School
3. The Deming Philosophy
4. The Juran Trilogy
5. Feigenbaum
6. Japanese Quality Gurus
7. Critical Comments

3 Building Blocks of TQM

1. Core Values of TQM
2. Total Quality Management Beliefs
3. Importance of TQM
4. Key Success Factors
5. Role of Top Management in TQM
6. Plan-Do-Check-Act (PDCA) Cycle
7. Kaizen

4 Economics of Quality

1. Quality-related Benefits
2. Quality-related Costs
3. Life Cycle Costs
4. Quality and Productivity
5. Approaches to Quality Costs
6. Quality Costing and Cost System
7. Uses of Quality Cost Information

5 TQM and Business Strategy

1. TQM and Corporate Strategic Process
2. Total Quality and Customer Value Strategy
3. Total Quality, Cost Leadership and Differentiation
4. Customer Value
5. Customer Value Determination Systems
6. TQM and Stakeholders
7. Total Quality and Corporate Strategic Alternatives
8. Quality Business Plan
9. Success/Failure of Quality Strategy/Programmes

6 Quality Centred Strategic Planning

1. Role of Top Management in Quality Improvement
2. Strategic Quality Management
3. Customer Orientation
4. Quality Centred Strategic Planning
5. Strategic Planning Process

7 Statistical Quality Control

1. Introduction to Statistical Quality Control
2. Process Capability
3. Seven Quality Improvement Tools
4. Control Charts
5. Control Charts for Attributes
6. Choosing the Correct SPC Chart
7. Acceptance Sampling

8 Tools and Techniques of TQM

1. Principles of Benchmarking
2. Types of Benchmarking
3. Quality Function Deployment (QFD)
4. House of Quality (HOQ)
5. Reliability
6. 5 ‘S’
7. Zero Defects (ZD)
8. Re-engineering
9. Taguchi Methods
10. Six Sigma Principle
11. Cross-Functional Management
12. Hypothesis

9 Organization for Quality

1. Implementation of TQM
2. Role of TQM Coordinators
3. Role of Steering Committee
4. Teams in TQM
5. Quality Circles
6. Management Control and Data Management
7. Information for Decisions

10 Quality Culture and Leadership

1. The purpose of the organization
2. The human factor in TQM
3. Actions of leaders
4. Elements of leadership behaviour
5. Continuing Education for all
6. Initiating and sustaining change to “quality culture”
7. Motivation
8. Employee Participation

11 ISO 9000 Quality Management System

1. Introduction to ISO 9000
2. Benefits of Implementing ISO 9000
3. Different ISO 9000 Series
4. Documentation of ISO 9001 QMS
5. Methods for implementing ISO 9001 QMS

12 ISO 14000 Environmental Management System

1. Concept of EMS
2. Core Elements of EMS
3. Need for EMS
4. ISO 14000
5. ISO 14001
6. Developing EMS based on ISO 14001 QMS
7. Activities of EMS
8. Role of Management in EMS

13 Management System for Safety

1. Introduction
2. Need for Safety and Health in Industry
3. Safety Approaches
4. Safety Management
5. Assessment and Elimination of Risk
6. Safety Implementation
7. General Occupational Health Problems
8. Safety and Health Management System

14 Other Standards

1. Introduction
2. ISO 20000
3. Need for ISO 20000
4. Requirements of ISO 20000
5. ISO 27000
6. Need for ISO 27000
7. Requirements of ISO 27000

15 Quality Auditing and Certification

1. Introduction
2. Quality System Audit
3. Types of Audit
4. Audit Planning
5. Audit Preparation
6. Role of Audit in TQM
7. Certification in TQM
8. Excellence in TQM
9. Quality Awards