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VII Semester
Total Quality Management
Course Code 21RA731 CIE Marks 50
Teaching Hours/Week (L:T:P: S) [Link] SEE Marks 50
Total Hours of Pedagogy 40 Total Marks 100
Credits 03 Exam Hours 03

Course objectives:
 Understand various approaches to TQM
 Understand the characteristics of quality leader and his role.
 Develop feedback and suggestion systems for quality management.
 Enhance the knowledge in Tools and Techniques of quality management.

Pedagogy (General Instructions)

These are sample Strategies, which teacher can use to accelerate the attainment of the various course outcomes.
1. Lecturer method (L) does not mean only traditional lecture method, but different type of teaching methods
may be adopted to develop the outcomes.
2. Arrange visits to nearby power plants, receiving station and substations to give brief information about
the electrical power generation.
3. Show Video/animation films to explain functioning of various machines
4. Encourage collaborative (Group Learning) Learning in the class
5. Ask at least three HOTS (Higher order Thinking) questions in the class, which promotes critical thinking
6. Adopt Problem Based Learning (PBL), which fosters students Analytical skills, develop thinking skills such
as the ability to evaluate, generalize, and analyze information rather than simply recall it.
7. Topics will be introduced in a multiple representation.
8. Show the different ways to solve the same problem and encourage the students to come up with their own
creative ways to solve them.
9. Discuss how every concept can be applied to the real world - and when that's possible, it helps improve the
students' understanding.
10. Individual teacher can device the innovative pedagogy to improve the teaching-learning.
Module-1
Principles and Practice: Definition, basic approach, gurus of TQM, TQM Framework, awareness, defining
quality, historical review, obstacles, benefits of TQM. Quality Management Systems: Introduction, benefits of
ISO registration, ISO 9000 series of standards, ISO 9001 requirements.
Pedagogy Power Point Presentations and Videos. Discussion on current research from the research papers,
patents.
Module-2
Leadership: Definition, characteristics of quality leaders, leadership concept, characteristics of effective people,
ethics, the Deming philosophy, role of TQM leaders, implementation, core values, concepts and framework,
strategic planning communication, decision making.
Pedagogy Power Point Presentations and Videos. Discussion on current research from the research
papers, patents.
Module-3
Customer Satisfaction and Customer Involvement: Customer Satisfaction: customer and customer perception of
quality, feedback, using customer complaints, service quality, translating needs into requirements, customer
retention, case studies. Employee Involvement – Motivation, employee surveys, empowerment, teams, suggestion
system, recognition and reward, gain sharing, performance appraisal, unions and employee involvement, case
studies.
Pedagogy Power Point Presentations and Videos. Discussion on current research from the research papers,
patents.

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Module-4
Continuous Process Improvement: process, the Juran trilogy, improvement strategies, types of problems, the PDSA
Cycle, problem-solving methods, Kaizen, reengineering, six sigma, case studies. Statistical Process
Control: Pareto diagram, process flow diagram, cause and effect diagram, check sheets, histograms, statistical
fundamentals, Control charts, state of control, out of control process, control charts for variables, control charts for
attributes, scatter diagrams, case studies.
Pedagogy Power Point Presentations and Videos. Discussion on current research from the research papers,
patents.
Module-5
Total Productive Maintenance (TPM): Definition, Types of Maintenance, Steps in introduction of TPM in an
organization, Pillars of TPM – 5S, Jishu Hozen, Quality Maintenance, Planned Maintenance.
Quality by Design (QbD): Definition, Key components of QbD, Role of QbD in Pharmaceutical Industry,
Benefits and Challenges of QbD.
Environmental Management Systems (EMS): Definition, Basic EMS, EMS under ISO 14001, Costs and
Benefits of EMS.
Pedagogy Power Point Presentations and Videos. Discussion on current research from the research papers,
patents.
Course outcome (Course Skill Set)

At the end of the course the student will be able to:

CO1: Explain the various approaches of TQM
CO2: Infer the customer perception of quality
CO3: Analyse customer needs and perceptions to design feedback systems.
CO4: Apply statistical tools for continuous improvement of systems
CO5: Apply the tools and technique for effective implementation of TQM.

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Assessment Details (both CIE and SEE)

The weightage of Continuous Internal Evaluation (CIE) is 50% and for Semester End Exam (SEE) is 50%. The
minimum passing mark for the CIE is 40% of the maximum marks (20 marks out of 50). A student shall be deemed
to have satisfied the academic requirements and earned the credits allotted to each subject/ course if the student
secures not less than 35% ( 18 Marks out of 50)in the semester-end examination(SEE), and a minimum of 40% (40
marks out of 100) in the sum total of the CIE (Continuous Internal Evaluation) and SEE (Semester End Examination)
taken together
Continuous Internal Evaluation:
1. Three Unit Tests each of 20 Marks (duration 01 hour)
2. First test at the end of 5th week of the semester
3. Second test at the end of the 10th week of the semester
4. Third test at the end of the 15th week of the semester
Two assignments each of 10 Marks
1. First assignment at the end of 4th week of the semester
2. Second assignment at the end of 9th week of the semester
Group discussion/Seminar/quiz any one of three suitably planned to attain the COs and POs for 20 Marks (duration
01 hours)
1. At the end of the 13th week of the semester
The sum of three tests, two assignments, and quiz/seminar/group discussion will be out of 100 marks and will be
scaled down to 50 marks
(to have less stressed CIE, the portion of the syllabus should not be common /repeated for any of the methods of
the CIE. Each method of CIE should have a different syllabus portion of the course).
CIE methods /question paper is designed to attain the different levels of Bloom’s taxonomy as per the
outcome defined for the course.
Semester End Examination:
Theory SEE will be conducted by University as per the scheduled timetable, with common question papers for the
subject (duration 03 hours)
1. The question paper will have ten questions. Each question is set for 20 marks.
2. There will be 2 questions from each module. Each of the two questions under a module (with a maximum of
3 sub-questions), should have a mix of topics under that module.
The students have to answer 5 full questions, selecting one full question from each module. Marks scored out of 100
shall be reduced proportionally to 50 marks
Suggested Learning Resources:
Books
1 Total Quality Management Dale H. Besterfield Pearson Education India, Edition 03. ISBN:8129702606,
2 Total Quality Management for Engineers M. Zairi Wood head Publishing ISBN:1855730243
Reference Books
1 Managing for Quality and Performance Excellence James R. Evans and William M Lindsay Cengage Learning. 9th
edition
2 Four revolutions in management Shoji Shiba, Alan Graham, David Walden Oregon 1990
3 Organizational Excellence through TQM H. Lal New age Publications 2008
4 Engineering Optimization Methods and Applications A Ravindran, K, M. Ragsdell Willey India Private Limited 2nd
Edition,2006
5 Introduction to Operations Research- Concepts and Cases F.S. Hillier. G.J. Lieberman Tata McGraw Hill 9th Edition,
2011

Web links and Video Lectures (e-Resources):

 Total Quality Management - II - nptel online courses
[Link]

Activity Based Learning (Suggested Activities in Class)/ Practical Based learning


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