TOTAL QUALITY MANAGEMENT
SYLLABUS
UNIT I
Total quality management – Concepts – Quality management in retrospect – Evaluation of quality
approaches – Basic elements of TQM. Accelerating use of TQM – The continuous improvement process – International
trend in continuous improvement process – Service quality vs. Product quality.
Total Quality: Value and Differential advantage
UNIT II
Pillars of Total quality management – Strategic thinking and planning, the starting point for total quality – Total quality
policy and deployment guidelines – Total quality approaches – Leadership for TQM. Attitude and involvement of top
management, Organizational implications.
UNIT III
Total quality models – Enablers for total quality – Quality responsibilities – Achieving total commitment to quality –
Information and customer – Strategic information system – Strategic quality management.
UNIT IV
Quality education and training quality process, Quality system – Quality measurement system including the tools of
TQM – Quality planning – Quality information feedback – Internal customer conflict – Customer retention and
problems.
UNIT V
Strategic choice of markets and customers maintaining competitive advantage – Designing process and products for
Quality – TQM and ISO 9000 – Auditing for TQM – TQM in service – TQM in education – The leverage of
productivity and Quality – Pitfalls in operationalising Total Quality.