I - TQM Perspective
Definition of Quality
Chain Reaction
Dimensions of Quality
Evolution of Quality
Quality Control (QC)
Quality Assurance (QA)
Quality Planning
Quality Improvement
Strategic Planning
Quality Management (QM)
Total Quality Management
I - TQM Perspective
Cost of Quality
Classification of Failure Cost
Reducing Costs
Jurans Model of Optimum Quality Costs
Analysis of COQ for Improvement
Analysis of External Failure Cost
Analysis of Internal Failure Cost
I - TQM Perspective
Definition of TQM
Elements of TQM
Leadership of TQM
Demings 14 points for Top Management
Ten Strategies for Top Management
I - TQM Perspective
Service Quality
Features of Services
Customer Delight
The Kano Model
Agreed Customer Requirements
Customer Perceived Quality
Customer Feedback and Complaints Resolution
Customer Feedback
Complaint Resolution
Complaint Recovery Process
Employee Motivation
Motivation Theory of Individual Employees
Teamwork
Effective Communications
Training and Mentoring
Recognition and Reward
Feedback and Performance Appraisal
Performance Appraisal
Jurans trilogy
Kaizen
PDCA and 7 Quality Tools
Goal of Kaizen
Kaizen Blitz-Benefits
5S Practices
5S Certification
The Seven Deadly Wastes
Business Process Reengineering
BPR and TQM
Importance of Suppliers
Supplier Selection
Supplier Standards
Long Term Contracts
Involvement of Supplier in Development
Alignment of Quality Systems
Quality Audit
Product Audit
Incoming Inspection
Supplier Rating
Vendor Rating System
Proper Communications
Supplier Seminars
Support for Improving Infrastructure
Bonus and Penalties
Process Control
Tool 1 : Process flow Chart
Tool 2 : Cause and Effect Diagram
Tool 3 : Check Sheet
Tool 4 : Scatter Diagram
Tool 5 : Pareto Chart
Tool 6 : Histogram
Fundamentals of Statistics
Characteristics of Normal Distribution Curve
Tool 7 : Control Chart
Causes of Process Variability
Accuracy and Precision
Standard Normal Curve Distribution
Acceptable Quality Level (AQL)
Process Stability
Central Limit Theorem
Control Charts
Control Chart for Variable Data
Process Capability Indices
Control Charts by Attributes
Guidance for Selection of Charts
IV TQM Tools
Definition of Benchmarking
Triggers for Benchmarking
Types of Benchmarking
Reasons for Benchmarking
Identifying Process to Benchmark
Benchmarking Partner
Benchmarking Process
Reasons for Failure of Benchmark
IV TQM Tools
What is QFD?
QFD Team
House of Quality
Prioritized Technical Requirements
Construct House of Quality
Iterative QFD
Organizations using QFD
Tips for Success of QFD
IV TQM Tools
Measure of Quality
Taguchis Loss Function
Signal to Noise Ratio
Taguchi Philosophy
Experiment
Orthogonal Arrays
IV TQM Tools
IV TQM Tools
Reliability
Bathtub Curve
Failure Mode and Effects Analysis (FMEA)
FMEA Risk Priority Number (RPN) Technique
Failure Mode Effects and Criticality Analysis
(FMECA)
Criticality Matrix
V - Quality Systems
ISO
Quality Management System (QMS)
Clause 4 Quality Management System
Clause 5 - Management Responsibility
Clause 6 - Resource Management
Clause 7 Product Realization
Clause 8 Measurement, Analysis and Improvement
Implementation of ISO 9001 and Certification
Continuing ISO 9000 Certification
Sector Specific Quality System Standard
V - Quality Systems
Benefits of EMS
Requirement of Environmental Management System