This document outlines the key aspects of a course on Total Quality Management (TQM). It discusses the course objectives, which are to understand TQM concepts and principles, apply statistical quality control, understand ISO certification, and apply quality concepts to maximize customer satisfaction. The document then describes the course outcomes, which are to understand TQM, illustrate TQM principles, solve quality problems using statistical process control, understand quality methodologies, and illustrate quality systems features. It proceeds to outline the topics that will be covered in each unit of the course.

1. Presented by
Dr. R. RAJA, M.E., Ph.D.,
Assistant Professor, Department of EEE,
Muthayammal Engineering College, (Autonomous)
Namakkal (Dt), Rasipuram – 637408
16EEE20 -TOTAL QUALITY MANAGEMENT
MUTHAYAMMAL ENGINEERING COLLEGE
(An Autonomous Institution)
(Approved by AICTE, New Delhi, Accredited by NAAC, NBA & Affiliated to Anna University),
Rasipuram - 637 408, Namakkal Dist., Tamil Nadu.

2. Course Objectives
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 To understand the Total Quality Management concept and principles and the
various tools available to achieve Total Quality Management
 To understand the application of statistical approach for quality control
 To create an awareness about the ISO and QS certification process and its need
for the industries
 To apply the quality concepts in product design, manufacturing etc in order to
maximize customer Satisfaction
 Human involvement to improve quality and the development and transformation

3. Course Outcomes
 Understand the concept of total quality management
 Comprehend and illustrate the TQM principles
 Solve quality related problems using statistical process control
 Understand proven methodologies to enhance management processes
 Illustrate the salient features of quality systems
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4. Unit I:Introduction
Definition of Quality – Dimensions of Quality – Quality Planning – Quality costs –
Analysis Techniques for Quality Costs – Basic concepts of Total Quality
Management – Historical Review – Quality Statements – Strategic Planning, Deming
Philosophy – Crosby philosophy – Continuous Process Improvement – Juran
Trilogy, PDSA Cycle, 5S, Kaizen – Obstacles to TQM Implementation.
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5. Unit II:TQM Principles
Principles of TQM, Leadership – Concepts – Role of Senior Management – Quality
Council, Customer satisfaction – Customer Perception of Quality, Customer
Complaints, Service Quality, Customer Retention, Employee Involvement –
Motivation, Empowerment, Teams, Recognition and Reward, Performance
Appraisal, Benefits– Supplier Partnership – Partnering, sourcing, Supplier Selection,
Supplier Rating, Relationship Development, Performance Measures – Basic
Concepts, Strategy, Performance Measure.
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6. Unit III: Statistical Process Control (SPC)
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The seven tools of quality – Statistical Fundamentals – Measures of central Tendency
and Dispersion, Population and Sample, Normal Curve, Control Charts for variables X
bar and R chart and attributes P, nP, C, and u charts, Industrial Examples, Process
capability, Concept of six sigma – New seven Management tools.

7. Unit IV: TQM Tools
Benchmarking – Reasons to Benchmark – Benchmarking Process, Quality Function
Deployment (QFD) – House of Quality, QFD Process, and Benefits – Taguchi
Quality Loss Function – Total Productive Maintenance (TPM) – Concept,
Improvement Needs, and FMEA – Stages of FMEA- Case studies.
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8. Unit V: Quality Systems
Need for ISO 9000 and Other Quality Systems – ISO 9000:2000 Quality System –
Elements, Implementation of Quality System, Documentation, Quality Auditing, ISO
9000:2005 (definitions), ISO 9001:2008 (requirements) and ISO 9004:2009
(continuous improvement), TS 16949, ISO 14000, AS9100 – Concept, Requirements
and Benefits- Case studies.
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9. Text Books and Reference Books.
S.No Author(s) Title of the Book Publisher Year of Publication
1. Dale H. Besterfiled Total Quality Management
Pearson Education Inc, New
Delhi
2003
2.
James R. Evans and
William M. Lidsay,
The Management and Control of
Quality
South-Western
2002
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S.No Author(s) Title of the Book Publisher Year of Publication
1.
N. Gupta and B.
Valarmathi,
Total Quality Management
Tata McGraw-Hill Publishing
Company Pvt
Ltd., New Delhi
2009
2 Dr S. Kumar Total Quality Management,
Laxmi Publications Ltd.,
New Delhi
2006
3 P. N. Muherjee Total Quality Management
Prentice Hall of India, New
Delhi
2006
4
James R. Evans and
William M. Lindsay
The Management and Control of
Quality
8thEdition, First Indian
Edition, Cengage Learning
2012
5
Suganthi.L and Anand
Samuel
Total Quality Management Prentice Hall (India) Pvt. Ltd 2006

10. What is Total Quality Management or TQM?
Total Quality Management or TQM is the improvement of quality of not only the
product, but also the total quality management of all the processes and functions in
the organization such as the Manufacturing, Distribution, Administration,
Communications, Marketing, Planning, Training, Procurement and So on. Total
quality management involves the participation of all the employees of the
organization in this purpose.
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11. Why is it called Total Quality Management?
This concept is total as it involves all the employees and functions, the improvement
of the quality of the product as well as the organization and subsequently the
improvement of quality in the services provided to the consumers is the desired
outcome and the management of these carried out by collecting, analysing and
making the proper use of data and feedback from the consumers and employees.
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12. Who were the pioneers behind Total Quality Management?
W. Edwards Denning (1900-1993) is generally considered to be the father of the
quality movement, first in Japan and then in the United States. Although Deming did
not use the term “Total Quality Management”, his work formed the basis for others,
such as Drucker, Juran, Ishikawa, Crosby, and Feigenbaum and so on, to improve
and add on.
As a result, Total Quality Management is actually a collection of principles,
techniques, processes and best practices that have evolved over the years and proved
to be the most effective.
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13. Contd..
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14. What are the essential features of Total Quality
Management?
 Total Quality Management is customer focused as it ultimately seeks to please
the customer
 Total Quality Management involves all the employees and is thus a
organization-wide strategy
 Total Quality Management helps to produce the best quality products or
services that would please the customer
 Total Quality Management would involve vital and essential changes in the
fundamental beliefs and practices that are part of the organization
 By preventing deficiencies, Total Quality management helps to steer the
organization towards a zero-defect position
 Total Quality Management is based on methods and is thus systematic
 Total Quality Management affords all the stakeholders with meaningful
measures of the performance so that they could serve as a guidelines for further
improvement.
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15. Contd..
Hence it is apparent that Total Quality Management is a never ending process and
there is no state of perfection (Kelada, 1996). The three important concepts involved,
called the Total Quality Triad, must be strictly adopted to achieve true Total Quality
Management, Involvement and Commitment of the stakeholders as well as the
Senior Management Team, Employee Participation and Continuous Improvements to
meet customer satisfaction.
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16. Thank You
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