Total Quality Management

Course Code: MGT 323

Credit Hour: 3

Course Group: Specialization Course: Management

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Introduction: Definitions- Basic Concepts- TQM Framework- Evolution of TQM and Contributions of Quality Gurus – Total Quality and Traditional Management Practices- Traditional Organizational Culture vs. TQM CultureSuggested Ways of Transforming Organizational Culture into TQM Culture- Benefits of TQM- Obstacles to TQM.

Top Management Commitment and Leadership: Top Management Commitment: Concept, IndicatorsOrganizational Leadership: Concepts, Nature- Characteristics of Quality Leaders-Leadership Styles and Leadership Style in a Total Quality Setting- The 7 Habits of Highly Effective People- Total Quality and Ethics- The Deming Management Philosophy-The Juran Philosophy- The Crosby Philosophy- Quality Council- Core Values, Concepts and Framework- Organizational Structures for TQM - Quality Statements- Strategic Management: Planning and Execution- Communications- Decision Making and Problem Solving.

Customer Satisfaction: Introduction- Who is the Customer- Customer Perception of Quality- Feedback- Using Customer Complaints- Service Quality.

Employee Involvement: Motivation- Employee Surveys- Empowerment- Teams-Suggestion System- Recognition and Reward- Gain sharing- Performance Appraisal- Unions and Employee Involvement- Benefits of Employee Involvement.

Continuous Process Improvement: Concept-Process- The Juran Triology- Improvement Strategies-Types of Problems-The PDSA Cycle- Problem-Solving Methods- Reengineering, Six-Sigma: A Quality Management Tool for Process Improvement.

Supplier Relationship: Concept- Principles of Customer/Supplier Relations- Partnering- Sourcing- Supplier Selection – Supplier Certification- Supplier Rating - Relationship Development.

Performance Measures: Basic Concepts- Strategy- Quality Costs- Malcolm Baldrige National Quality Award.

TQM Tools and Techniques: Benchmarking: Definition, Reasons, Process-Information Technology: Concepts, Techniques, Information Quality Issues- Statistical Process Control: Introduction, Pareto Diagram, Process Flow Diagram, Cause-and-Effect Diagram, Check Sheets, Histogram, Statistical Fundamentals- Control Charts, Scatter Diagrams.

Quality Management System/Quality Certification Systems and Environmental Management System (EMS): International Organization for Standardization (ISO), Emergence of ISO, Membership of ISO, Benefits of ISO Standards, ISO 9000 Standards, ISO 9000:2000 Standards, ISO 9001 Requirements, ISO 14000 Series of Standards, Concepts of ISO 14001, Requirements of ISO 14001, Integrating ISO 14000 with ISO 9000, Benefits of EMS, Implementation, Documentation, ISO Certification Procedure in Bangladesh, Limitations of BSTI on ISO in Bangladesh-Quality Function Deployment: Concept-Characteristics, Benefits, Process.- Quality by Design: Concept, Rationale for Implementation, Benefits-Tools- Brainstorming and some other Management ToolsInternal Politics and Total Quality.

Implementation of TQM: Requirements for TQM Implementation, Implementation Phases to be Considered.

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Recommended Books:

Dale H. Besterfield, Carol Besterfield-Michna, Glen H. Besterfield, Mary Besterfield –Sacre, Total Quality Management; (3/e), Prentice-Hall of India Private Limited, New Delhi-110001, 2005.

Gretsch, David L. and Davis, Stanley B., Introduction to Total Quality, (Latest edition), Prentice- Hall New Jersey. James R. Evans, James W. Dean, Jr, Total Quality: Management, Organization, and Strategy, (2/e), Southwestern, Thomson Learning.

Dr. M A Mannan, Farhana Ferdousi, Essentials of Total Quality Management, (Latest edition), University Grants Commission of Bangladesh.