Pass Marks: 35
Lecture Hours: 150
Course Objective:
This course aims to acquaint students to the concept and practice of management and focuses on the quality of
managing, operating, and integrating customer service, marketing, production and delivery, throughout an
organization's value chain.
Course Description:
This course contains introduction, managing for quality products and services, Quality Planning, Control and
TQM, Quality Improvement and Results.
Course Details:
Unit 1: Introduction LH 20
Concept of quality, dimensions of quality, Importance of quality in business and commerce, service
quality vs. product quality, determinants of service quality, process and quality, strategic quality
management, quality and strategic planning, Strategic Quality management, cost of quality, total quality
management, Quality Function Deployment (QFD)—concept and applications.
Unit 2: Managing for Quality Products and Services LH 35
Concept, strategies and quality, quality assurance, process capability, measures of variation and process
capability, process variation; quality infrastructure, total organizational involvement, supply chain
management-logistic management, inventory management, materials requirement planning,
manufacturing resource planning, just-in time; quality management systems- ISO9000:2000 Quality
Management System, ISO 14000:1996 Environmental Management System.
Unit 3: Quality Planning, Control and TQM LH 45
Concept, quality planning and control process, different quality tools- check sheets, stratification, Pereto
chart, cause and effect diagram, control chart, histograms; the quality planning process; concept of TQM,
emergence of TQM, implementing TQM, TQM models, benefits of TQM, quality Gurus- Juran, Crosby’s
14-Point program, TQM practices-value analysis and value engineering, brainstorming, Delphi and
Nominal group technique, quality function deployment, ergonomics, single minute exchange of dies and
total productive maintenance, benchmarking- process, code of conduct, types, benchmarking customer
service, internal benchmarking, advantages and limitations, steps, integrated approach to benchmarking;
business process reengineering- BPR methodology, difference between TQM and BPR, approaches to
integrate TQM and BPR, Advantages and limitations of BPR, result of TQM, quality performance
excellence awards- Deming application prize, European Quality Award and Malcolm Baldrige National
Quality Award; Six Sigma- design for Six Sigma, Six Sigma DMAIC process, key analytical tools for
implementing Six Sigma, advantages of Six Sigma, Zero defect concept, quality control mechanism in
Nepalese industries.
Unit 4: Service Quality Management and Cost of Quality LH 20
Concept, product and services, measuring service quality using SERVQUAL, limitations of SERVQUAL,
the sequential incident technique, quality rating in the service industry, methods analysis,
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stopwatch, time study, work sampling, cost of quality—prevention consts, appraisal costs, internal failure
costs, external failure costs, cost of quality models, Nepal Standard of Quality Control (NSQC).
Unit 5: Quality Improvement and Results LH 20
Concepts, benefits of quality improvement, inhibitors of quality improvement projects, quality
improvement projects, the remedial journey, dealing with resistance to change, customer satisfaction,
empowered employees, maximization of return on investment, challenges of quality management in
service and manufacturing sector of Nepal.
Text and Reference Books:
Janakiraman, B. & Gopal, R.K., Total Quality Management, New Delhi: Prentice-Hall of India
Bedi, K., Quality Management, New Delhi: Oxford University Press.
Oakland, J.S., Total Quality Management: Text and Cases, Butterworth Heinemann
Bagad, V.S., Total Quality Management, Technical Publication Pune
Mukherjee, P.N., Total Quality Management, Prentice-Hall of India
Summers, D.C., Quality Management, Pearson
Dale, B.G., & McQuater, Managing Business Improvement and Quality, Black- Well.
Dale, B.G., Wide, T.V., Iwaardeen , J.V., Managing Quality, Wiley-Blackwell
Burrill, c & Ledolter, J., Achieving Quality through Continual Improvement, Wiley-blackwell
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