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Anna University MBA I Sem TQM question paper




Anna University MBA I Sem TQM syllabus-

UNIT I INTRODUCTION
Quality – vision, mission and policy statements. Customer Focus – customer perception of quality, Translating needs into requirements, customer retention. Dimensions of product and service quality. Cost of quality.

UNIT II PRINCIPLES AND PHILOSOPHIES OF QUALITY MANAGEMENT
Overview of the contributions of Deming, Juran Crosby, Masaaki Imai, Feigenbaum, Ishikawa,
Taguchi techniques – introduction, loss function, parameter and tolerance design, signal to
noise ratio. Concepts of Quality circle, Japanese 5S principles and 8D methodology.

UNIT III STATISTICAL PROCESS CONTROL
Meaning and significance of statistical process control (SPC) – construction of control charts for variables and attributed.Process capability – meaning, significance and measurement – Six sigma - concepts of processcapability.Reliability concepts – definitions, reliability in series and parallel, product life characteristicscurve.Total productive maintenance (TMP), Terotechnology. Business process Improvement (BPI)– principles, applications, reengineering process, benefits and limitations.

UNIT IV TOOLS AND TECHNIQUES FOR QUALITY MANAGEMENT
Quality functions development (QFD) – Benefits, Voice of customer, information organization,
House of quality (HOQ), building a HOQ, QFD process. Failure mode effect analysis (FMEA) –
requirements of reliability, failure rate, FMEA stages, design, process and documentation. Seven Tools (old & new). Bench marking and POKA YOKE.

UNIT V QUALITY SYSTEMS ORGANIZING AND IMPLEMENTATION
Introduction to IS/ISO 9004:2000 – quality management systems – guidelines for performance
improvements. Quality Audits. TQM culture, Leadership – quality council, employee involvement,motivation, empowerment, recognition and reward - TQM framework, benefits, awareness and obstacles.

Contact-

Anna University
Sardar Patel Road, Guindy, Anna University, Kotturpuram, Chennai, Tamil Nadu 600025