Total Quality Management

Course leader: Dr Satish Chander Ailawadi

Home Institution: Institute of Management Technology (IMT), Hyderabad, India


Course pre-requisite(s): Basic understanding of Quality and Elementary Statistics

Course Overview

Product quality as perceived by the consumer and enhanced productivity are the hallmarks of a successful organization. TQM is a philosophy that encompasses the methodology, and the tools that enable improvements in an organization. It calls for engagement and participation of employees across all departments and functions in the organization for continuous improvements in various processes resulting into improved products and services. The integrated and all inclusive approach results into cost reduction through waste elimination and exceeds the expectations of consumers and other stakeholders of an organization.

Learning Outcomes

At the end of the course the students will be able to: (a) Apply the principles and practices of TQM in any organization. (b) Analyse and solve problems related to increasing costs; rejections, wastages and delays; low employee engagement and morale, poor product design, and overall low customer satisfaction. (c) Use qualitative and quantitative tools to assess organization's performance. (d) Comply with Quality Standards like ISO 9000/14000 etc. (e) Skills required to enhance the quality of services provided and reliability of the products delivered.

Course Content

Introduction and evolution of quality movement; Contributions of Quality Gurus such as Schewart, Deming, Juran, Feigenbaum, Crosby; Deming Chain Reaction and Deming Wheel; Deming's 14 principles and seven deadly diseases, Contributions of Japanese Pioneers like Ishikawa, Taguchi, Taichi Ohno, Shigeo Shingo; Kaizen Philosophy & prerequisites to implement TQM, Crosby's theory on Quality Management, 5 S principles of Housekeeping; Muri, Mura and Muda; Quality Costs and Quality Circles; Benchmarking , Brainstorming, Tree Diagram, Histogram, Scatter diagram; Affinity diagram, Pareto's diagram, Run charts, Flow charts, Fish bone diagram; Failure Mode & Effect Analysis and Quality Function Deployment; Statistical Quality Control- Control Charts; Process Capability & Process Capability Index; Implementation of Quality Standards- ISO 9000/14000; Quality Auditing; Quality Awards-Malcom Baldrige Award, Deming Award Criteria; Taguchi's Quality Engineering ; Quality by Design; Poka Yoke, Single-digit Exchange of Dies (SMED); Reliability : Principles, Problems and Solutions; Six Sigma; Quality in Services and SERVQUAL model.

Instructional Method

The pedagogical focus of delivery will be the participation of students through case studies, class room discussions, field assignments and presentations by the students through seminar papers supported by structured lectures through power point presentation by the instructor.

Required Course Materials

Complete text material will be provided by the instructor before the beginning of the course. However, the following books are recommended: (a) Total Quality Management By Dale H Besterfield, Carol Besterfield- Michna, Mary Besterfield- Scare, Glen H. Besterfield, Hemant Urdhwareshe, and Rashmi Urdhwareshe - Fourth Edition Pearson (b) An Introduction to Six Sigma & Process Improvement By James R Evans and William M Lindsay - Cengage Learning (c) Total Quality Management By Hubert K Rampersad, - Springer


The course will follow continuous assessment and feedback mechanism so as to provide opportunities to the students to evaluate themselves on a regular basis and improve themselves in the area of weakness. The assessment will be through a mix of case analysis report, participation in classroom discussions, presentations and end-term examination. 1. Case Analysis Report: A group of students will be required to submit the written analysis of a few cases. The written case analysis report will be used to evaluate students' Critical thinking, Ability to develop global mind set, and Ability to assimilate cross functional perspectives. Class Participation: The students will be expected to make a thorough preparation about the case study and concepts for each session. The students will be required to put forward their ideas and opinions and also critique the opinions of others. The grading will be based on the quality of discussion generated by the students which will be direct reflection of their preparedness. The students will also be assessed on their critical analysis of the issues and problems of the case, interpersonal communication skills, ability to initiate the discussion, and ability to bring in cross functional perspective in discussions. 3. Presentations: A group of students will be required to work on a particular assignment in any area of TQM in a given sector and will be required to submit the report and give a presentation on the field work done by the group. They will be assessed on the basis of quality of work done, comprehending the assignment, articulation of the work done and handling of Questions & Answers at the end of presentation. 4. End-Term Examination: The end-term examination will be a mix of case studies and short & long type of subjective questions. 5. Evaluation Plan: (a) Class Participation: 25% (b) Case Analysis : 25% (c) Presentations: 20% (d) End-term Examination: 30%