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Islamic University of Science and Technology MBA: Semester 4 Syllabus 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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