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Total Quality Management: Course outline (MGT-202)

Course description

Total Quality Management (TQM) is a comprehensive and fundamental rule or belief for leading and operating an organization, aimed at continually improving performance over the long term by focusing on customers while addressing the needs of all stakeholders.  It is both a philosophy and a set of guiding principles that represent the foundation of a contin­uously improving organization. The bottom line of TQM is results:  increased productivity, efficiency, customer satis­fac­tion/delight, and world-class performance. The course presents several TQM frameworks, concepts, and quality improvement tools necessary for implementing the quality culture that characterizes world-class organizations of 21st century. The course examines the concepts of TQM as systematic process in the context of continuous improvement and quality management initiatives that improves customer satisfaction. It also covers methodologies and tools that will aid the students to understand how TQM can be used as a strategic tool that helps the organization achieve a competitive advantage in a global economy.

Learning outcome

By the end of this course it is expected that the student should be able to

  1. Implement the principles and concepts inherent in a Total Quality Management (TQM) approach to managing a manufacturing or service organization.
  2. Understand the philosophies--including similarities and differences--of the gurus of TQM in order to better evaluate TQM implementation proposals offered by quality management organiza­tions and consultants.
  3. Successfully implement process improvement teams trained to use the various quality tools for identifying appropriate process improvements.
  4. Assess exactly where an organization stands on quality management with respect to the ISO 9000 quality management standard and the Baldrige Award criteria.
  5. Develop a strategy for implementing TQM in an organization.

Text books

Course content

Week 01, 02, INTRODUCTION TO TOTAL QUALITY MANAGEMENT

• Definition of TQM

• Overview of quality and dimensions of quality

• TQM framework

• Quality Gurus and their contribution to TQM

• Obstacles in implementing TQM program in an organization

Week 03, 04: Role Of Top Management In Implementing TQM

• Quality statements

• Importance of Communication in implementing TQM program

Week 05, 06 RELATIONSHIP OF CUSTOMER SATISFACTION AND QUALITY IMPROVEMENT

Related books

Course content

Week 07, 08: ROLE OF EMPLOYEES TEAMWORK AND EMPLOYEE EMPOWERMENT INITIATIVES FOR SUCCESSFUL TQM PERFORMANCE

Week 09, 10: PERFORMANCE MEASURES FOR TQM

• Typical measurements (cost, time, HR, marketing, administrative measures and so on)

• Criteria for choosing performance measures and building performance excellence

Week11, 12: QUALITY MANAGEMENT SYSTEM

• Benefits of ISO registration

• ISO Series of Standards

• Environmental management system (ISO 14000)

Week13, 14: SATISTICAL PROCESS CONTROL

• Introduction to SPC

• Basic SPC Tools

Related book