ICFAI University - Quality and Productivity Management

 Quality and Productivity Management

Max Marks: 100, Duration: 3 Hrs

 

PRINCIPLES AND PRACTICES

Quality Management Approach and Philosophy: Basic Approach, Gurus of Total Quality Management (TQM), TQM Framework, Awareness, Defining Quality, Historical Review, Obstacles, Benefits of TQM.

Leadership for Quality: Definition, Characteristics of Quality Leaders, Leadership Concepts, The Deming Philosophy, Role of TQM Leaders.

Strategic Planning: Goals and Objectives, Steps in Strategic Planning, Annual Quality Improvement Program.

Implementation: Management Commitment, Quality Council, Quality Statements, Communications.

Enhancing Customer Value through Quality Management: Who is the Customer, Customer Perception of Quality, Feedback, Using Customer Complaints, Service Quality, Translating Needs into Requirements, Customer Retention.

Employee Involvement: Motivation, Employee Surveys, Empowerment, Teams and Team Work, Suggestion Systems, Recognition and Reward, Gainsharing, Performance Appraisal, Benefits of Employee Involvement.

Continuous Process Improvement: Process, The Juran Trilogy, Improvement Strategies, Types of Problems, The PDSA Cycle, Problem-Solving Method, Kaizen, Reengineering, Six-Sigma.

JIT: Just-in-Time Manufacturing.

Performance Measures: Basic Concepts, Performance Measures, Quality Costs.

Quality Management and Ethics: Definition, The Root Causes of Unethical Behavior, Ethics Management Program.

TOOLS AND TECHNIQUES

Benchmarking: Definition, Reasons to Benchmark, Benchmarking Process, Criticisms of Benchmarking.

ISO Standards and Quality Management : Benefits of ISO Certification, ISO Standards- ISO 9000 Series and ISO 14000 series.

Quality Function Deployment (QFD) : The QFD team, Benefits of QFD, The Voice of the Customer, Organization of Information, House of Quality, Building a House of Quality, QFD process.

Total Productive Maintenance : Relationship between Quality and Productivity, Total Productive Maintenance- Planning and Implementation.

Management Tools for Quality Improvement : Force-Field Analysis, Nominal Group Technique, Affinity Diagram, Interrelationship Digraph, Tree Diagram, Matrix Diagram, Prioritization Matrices, Process Decision Program Chart, Activity Network Diagram.

Statistical Process Control : Pareto Diagram, Process Flow Diagram, Cause-and-Effect Diagram, Check Sheets, Histogram, Introduction to Control Charts, State of Control, Out-of-Control Process, Process Capability, Control Charts for Variables, Control Charts for Attributes, Scatter Diagrams.