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Total Quality Management  
Published by Vijay Nicole Imprints Private Limited
Publication Date:  Available in all formats
ISBN: 9789393161550

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ISBN: 9788182091115 Price: INR 350.00
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Table of contents

Biographical note

Total Quality Management is an effective tool to manage and lead organizations towards the path of quality and excellence. This book deals with the fundamental principles, significance and implementation techniques of quality management.

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Description

Total Quality Management is an effective tool to manage and lead organizations towards the path of quality and excellence. This book deals with the fundamental principles, significance and implementation techniques of quality management.

Table of contents
  • Cover
  • HalfTitle Page
  • Title Page
  • Copyright Page
  • Contents
  • Preface
  • Acknowledgement
  • 1. Introduction to Total Quality Management
    • 1.1 Introduction
    • 1.2 History of Total Quality Management (TQM)
    • 1.3 What is Quality?
    • 1.4 Definition of TQM
    • 1.5 Dimensions of Quality
    • 1.6 Quality Planning
    • 1.7 Quality Costs
    • 1.8 Types of Quality Costs
    • 1.9 Bases of Quality Costs
    • 1.10 Analysis Techniques for Quality Costs
    • 1.11 Basic Concepts ofTQM
    • 1.12 Principles of TQM
    • 1.13 Leadership
    • 1.14 Characteristics of Quality Leaders
    • 1.15 Leadership Concepts
    • 1.16 Role of Senior Management
    • 1.17 TQM Implementation
    • 1.18 Quality Council
    • 1.19 Quality Statements
    • 1.20 Strategic Planning
    • 1.21 Annual Quality Improvement Program
    • 1.22 Deming's Philosophy
    • 1.23 Barriers to TQM Implementation
    • Summary
    • Review Questions
  • 2. Customer Satisfaction
    • 2.1 Introduction
    • 2.2 Types of Customers
    • 2.3 Customer Satisfaction
    • 2.4 Customer Perception of Quality
    • 2.5 Customer Complaints
    • 2.6 Service Quality
    • 2.7 Customer Retention
    • 2.8 Employee Involvement
    • 2.9 Motivation
    • 2.10 Employee Empowerment
    • 2.11 Teams
    • 2.12 Recognition and Reward
    • 2.13 Performance Appraisal
    • 2.14 Benefits of Employee Involvement
    • 2.15 Continuous Process Improvement
    • 2.16 Juran's Trilogy
    • 2.17 PDSA Cycle
    • 2.18 The Five-Step Kaizen Movement—The 5S Movement
    • 2.19 Kaizen
    • 2.20 Supplier Partnership
    • 2.21 Partnering
    • 2.22 Sourcing
    • 2.23 Supplier Selection
    • 2.24 Supplier Rating
    • 2.25 Relationship Development
    • 2.26 Performance Measures
    • Summary
    • Review Questions
  • 3. Statistical Process Control
    • 3.1 Introduction
    • 3.2 The Seven TQM Tools
    • 3.3 The New-Seven Management Tools
    • 3.4 Statistical Fundamentals
    • 3.5 Statistical Process Control (SPC)
    • 3.6 Process Capability
    • Summary
    • Review Questions
  • 4. TQM Tools
    • 4.1 Benchmarking
    • 4.2 Quality Function Deployment (QFD)
    • 4.3 Taguchi's Quality Loss Function
    • 4.4 Total Productive Maintenance (TPM)
    • 4.5 Failure Mode and Effect Analysis (FMEA)
    • Summary
    • Case Study—Parameter Optimization using Taguchi's Design of Experiments
    • Review Questions
  • 5. Quality Systems
    • 5.1 Introduction
    • 5.2 Need for ISO 9000 and Other Quality Systems
    • 5.3 ISO 9000
    • 5.4 Structure of the ISO 9000 Series of Standards
    • 5.5 Process Approach
    • 5.6 Relationship of ISO 9001:2000 with ISO 9004:2000
    • 5.7 Compatibility of ISO 9001:2000 with Other Management Systems
    • 5.8 Quality Management System—Requirements (ISO 9001:2000)
    • 5.9 Implementation of QMS
    • 5.10 Documentation
    • 5.11 Internal Audits
    • 5.12 Registration Process
    • 5.13 QS 9000
    • 5.14 Environmental Management System (EMS)—ISO 14001:1996
    • 5.15 ISO/TS 16949:2002—The International Quality System Standard for Automotive Suppliers
    • Summary
    • Review Questions
  • Appendix 1
  • Appendix 2
  • Two-mark Questions and Answers
Biographical note

N Srinivasa Gupta is Vice- president, Quality Engineering, Juran TQM Technologies, Coimbatore. He has more than a decade of experience as a Master Trainer, consultant and professor. He is a certified Six- Sigma Black Belt, certified corporate director, certified master trainer and certified reliability professional.

B Valarmathi is Professor, Department of Computer Science and Engineering, SKP Engineering College, Tiruvannamalai. She has more than a decade of experience in teaching.

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