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Total Quality Management

Total Quality Management
Concepts, Strategy and Implementation for Operational Excellence

First Edition
  • Sunil Sharma - Professor, Faculty of Management Studies, University of Delhi.
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Other Titles in:
Quality Management

July 2018 | 484 pages | SAGE Texts

This textbook discusses total quality management (TQM) as a strategy rather than just a technique and provides a comprehensive overview of how TQM helps in attaining operational and business excellence, leading to customer satisfaction.

Total Quality Management: Concepts, Strategy and Implementation for Operational Excellence elaborates upon the interface of total quality (TQ) with a wide spectrum of activities such as designing, purchasing, manufacturing, process control, systems installation and maintenance, and service delivery. It broadly covers the core concepts, tools, techniques and cross-functional linkages of TQM with other operational domains. The book also demonstrates how quality management systems (QMS) should be effectively integrated with factors related to the environment, safety and maintenance to ensure business continuity, sustainability and social accountability.

Besides catering to the needs of students of management and engineering in South Asia, the book would also be useful for corporate practitioners and TQM professionals.

Key Features

• Detailed coverage of the management of planning, designing, controlling and improving quality in products and services

• Industry insights to TQM practices and implementation spread throughout the chapters in the form of snapshots

• Dedicated chapters on the Six Sigma approach to quality and toolkit for TQM
TQM: Evolution, Models and Frameworks
Evolution of Total Quality Management
Total Quality Loop– Existing Work on Total Quality and Total Quality Management
Classical Approaches to TQM
Developed Models of TQM
The Contemporary TQM and Business Excellence Models
TQM and Design
Basic Design Concepts and TQM
Measurement System Evaluation
Design Assurance and TQM
Design Validation and Review
Failure Mode and Effect Analysis (FMEA) and Fault Tree Analysis (FTA)
Design for Robustness—Taguchi’s Approach
Basic Statistical Concepts
Testing of Hypothesis
Normal Distribution
The t-Distribution
The Chi-Square Distribution
The F-test
Basic Terms and Definitions of Design of Experiments
Completely Randomised Design
Randomised Block Design (RBD)
Factorial Designs
Fractional Factorial
Examples of Applications of Design of Experiments
Value Analysis (VA)
The Design for Six Sigma (DFSS) Approach
Measures of Design Quality
TQM and Organisation
The Japanese vs. the American Approach
The Humanistic aspects of TQM
Leadership for Quality
The Strategic Quality Planning
TQM and Purchasing and Supply Management
Sourcing Total Quality
Lead-Time Reduction with Suppliers
Process Improvement with Suppliers
Continuous Improvement of Suppliers
Supplier Quality Information System
Vendor Qualification and Vendor Development Programme
Total Quality and Supply Chain
Statistical Process Control
Sources of Variation
Statistical Process Control
Process Capability
Acceptance Sampling
The Six Sigma Approach
Six Sigma Approach: Various definitions
Six Sigma: The Statistical Basis
The Six Sigma Metrics
Cost of Quality (COQ)
Six Sigma Tools and Implement Methodologies
Six Sigma Tools
The DMAIC Methodology
Six Sigma Roles and Responsibilities
Business Results Post-implementation of Six Sigma
TQM and Advanced Manufacturing Technology and Systems
Advance Manufacturing Technology (AMT)
TQM and Total Preventive Maintenance (TPM)
TQM and Total Safety Systems (TSS)
TQM and Just-in-Time (JIT)
TQM and Lean Production
TQM and the Customer
Customer: The Ultimate Inspector
Customer Satisfaction Measurements (CSM)
Some Customer Satisfaction Determinants
TQM and Product Liability
TQM in Services
Toolkit for TQM
Q-7 Tools
New Q-7 Tools
Quality Function Deployment
Quality Management Systems (QMS)
Difference Between ISO 9000 and TQM Approaches
Quality Management System (QMS)
ISO 9000: General
The IS0 9000 (Revised): Standards
The QS-9000 System
Quality Audits
Concurrent Implementation of QMS, EMS and OHSAS: Integrated Management Systems
The Environmental Management System (EMS); ISO 14000 Standards
BCMS—Business Continuity Management System
Information Security System Standards; ISO 27001
Social Accountability Standards (SA8000)
WHO-GMP Standards
Concurrent Implementation of QMS, EMS and OHSAS with TPM
A Case for Unification of Safety, Health, Environment, Maintenance and Quality Management Systems


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ISBN: 9789351502814