TOTAL QUALITY SERVICE MANAGEMENT
SYLLABUS
UNIT I
Quality mission, policy and objectives; concepts, evolution and determinants of quality; interpretation and process of quality audits; cost of quality and economics of quality. Contribution of quality gurus -Shewhart, Juran, Figenbaum, Ishikawa, Deming and Taguchi; SPC, SQC, CWQC, TPM, TQC.
UNIT II
Definition, underlying concepts, implementation and measurement of TQM, Internal Customer-Supplier relationship, QFD, Quality Circles, Quality improvement teams, team work and motivation in TQM implementation, training and education, role of
communication in implementing TQM, policy deployment.
UNIT III
MANAGEMENT OF PROCESS-I: Processes in service organization and their control, simple seven tools of quality control: Check Sheet, Histogram, Scatter diagram, Process Mapping, Cause and Effect diagram, Pareto analysis, control charts and Advanced tools
of quality.
MANAGEMENT OF PROCESS-II: SQC: Control Charts for variables - X, Xbar, and R charts and control charts for attributes-p, Np, and c charts. Acceptance sampling plan and occurrence Vendor selection and vendor rating.
UNIT IV
Facets of quality planning, quality improvement methods, Kaizen, quality audits, medical audit, accreditation, nursing care standards, Six Sigma, JIT and NABL.
UNIT V
Introduction to ISO 2000, ISO 14000 and ISO 18000. Documentation of quality systems, quality manual, procedure manuals, work instruction manuals and records for ISO 2000. Bench Marking and Business Process Reengineering Definition, methodology and design, evaluation and analysis