Islamic University of Science and Technology MBA: Semester 4 Syllabus
 

UNIT 1
Definition of Quality, Dimensions of Quality, Quality costs, Quality Philosophies- Deming Philosophy,
Juran Philosophy, Cross by Philosophy, Comparison of Quality Philosophies, Total Quality
Management-Historical Review, TQM Framework, Stages in TQM Implementation. Barriers to TQM
Implementation.


UNIT II
Customer Perception of Quality, Customer Complaints, Service Industry and Quality, CRM, Servqual model,
Employee Involvement in Quality Management.


UNIT III
The seven tools of quality, Statistical and Quality Control by the use of Control Charts – Methods of
Inspection and Quality Appraisal. Value analysis and value engineering, Benchmarking- meaning, need, types
and process.


Unit IV
Concept ofsixsigma,ContinuousProcessImprovement–Kaizen, Quality Function Deployment (QFD),
Total Productive Maintenance (TPM) – Concept, Improvement Needs,FMEA– Stages of FMEA


UNIT V
Need for ISO 9000 and Other Quality Systems, ISO 9000:2000 Quality System – Elements, Implementation
of Quality System,Quality Auditing,ISO14000– Concept, Requirements and Benefits.

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