BIRLA INSTITUTE OF TECHNOLOGY & SCIENCE, PILANI

WORK INTEGRATED LEARNING PROGRAMMES

Digital Learning
Part A: Course Design
Course Title

Total Quality Management

Course No(s)

MBA ZG522/ MM ZG522/ QM ZG532/ CM ZG532/ HHSM

ZG518

Credit Units
Credit Model
Content Authors

Rajiv Gupta

Course Objectives
No
CO1

To familiarize students with the evolution of quality with a focus on

customer satisfaction

CO2

To create an understanding of the different approaches to quality

management, along with a familiarization with quality gurus and their work

CO3

To develop an appreciation for the cost of quality and the issues with
measurement

CO4

To familiarize students with tools of quality management and control,

including statistical process control

CO5

To introduce students to concepts of experimental design

CO6

To create an understanding of quality management systems and

certification

Text Book(s)
T1

Besterfield, Dale H., Total Quality Management, Pearson Education, 3 rd

Revised Edition, 2011.

Reference Book(s) & other resources

R1

Deming, W. E., The New Economics For Industry, Government, Education,

2nd ed., MIT Press, 1994

R2

Scholtes, Peter, R., The Leaders Handbook, Tata-McGraw-Hill, 1997

Learning Outcomes:
No

Learning Outcomes

LO1

Identify aspects of quality and the role of customers in defining quality

LO2

Have an introductory knowledge of quality tools and techniques

LO3

Describe the contributions of gurus like Deming, Juran, etc. to quality

improvement;

LO4

Analyze processes for the purposes of improving them using simple tools

LO5

Describe steps in Quality Function Deployment and Failure Mode Error

Analysis

LO6

Discuss the importance of quality management systems

LO7

Construct and interpret statistical control charts for variables and

attributes

LO8

Design simple experiments for analyzing effects of factors on system

outputs

Part B: Content Development Plan

Academic Term

Second Semester 2015-2016

Course Title

Total Quality Management

Course No

MBA ZG522/ MM ZG522/ QM ZG532/ CM ZG532/ HHSM

ZG518

Content Developer

Rajiv Gupta

Glossary of Terms:
1. Contact Hour (CH) stands for a hour long live session with students conducted
either in a physical classroom or enabled through technology. In this model of
instruction, instructor led sessions will be for 20 CH.
a. Pre CH = Self Learning done prior to a given contact hour
b. During CH = Content to be discussed during the contact hour by the course
instructor
c. Post CH = Self Learning done post the contact hour
2. RL stands for Recorded Lecture or Recorded Lesson. It is presented to the
student through an online portal. A given RL unfolds as a sequences of video
segments interleaved with exercises
3. SS stands for Self-Study to be done as a study of relevant sections from
textbooks and reference books. It could also include study of external
resources.
4. LE stands for Lab Exercises
5. HW stands for Home Work will consists could be a selection of problems from
the text.

Schedule of Recorded Lectures

Week
No.
1
2
3
4

Learning Objectives

Topic

Reference to Text Book

Definition, History,
Framework and Benefits
of TQM
Characteristic and roles of
a successful quality leader,
Vision and Mission
Demings System of
Profound Knowledge,
Demings 14 points
Systems, Customer focus,
Understanding who is the

Introduction

T1-Ch.1

Leadership

T1-Ch.2

Deming and Quality

Class Notes and R1

Customer Satisfaction

T1-Ch.3

Week
No.

Learning Objectives

Topic

Reference to Text Book

Processes, Problem
Solving, Juran Trilogy,
PDSA, Kaizen, Six-sigma
Process Improvement,
Managing Change,
Performance Measures,
Cost of Quality

Problem Solving

T1-Ch.5

Process Improvement

T1-Ch. 5
T1-Ch.7

Employee involvement,
teamwork, performance
appraisal and rewards
Benchmarking, Types of
Benchmarking,
Benchmarking Steps,
Cultural Implications
Affinity diagram,
interrelations digraph, tree
and matrix diagrams

Employee Involvement

T1-Ch.4

Benchmarking

T1-Ch.8

Quality and Management

Tools

T1-Ch.17

Process variability, charts

and techniques for
statistical process control
Using Control Charts for
controlling processes,
process capability
Design of Experiments
Design of Experiments

Statistical Process Control

T1-Ch.18

Statistical Process Control

T1-Ch.18

Design of Experiments
Design of Experiments

Class Notes
T1-Ch.19

14

Voice of customer, house

of quality

Quality Function
Deployment

T1-Ch.12

15

Methodology and
documentation, Risk
ISO 9000+ certifications,
quality audits, ISO14000+
certifications

Failure Mode and Effect

Analysis
Quality Management
System, Environmental
Management System

T1-Ch.14

Customer, Voice of
Customer
5
6

7
8

10
11
12
13

16

Schedule of Contact Sessions:

Contact Session
No.

Recorded Lectures Covered

Introduction

RL 1 and RL 2

T1-Ch.10 and Ch 11

RL 3 and RL 4

RL 5 and RL 6

RL 7 and RL 8

RL 9

RL 10 and RL 11

RL 12 and RL 13

RL 14 and RL 15

Notes:
Syllabus for Mid-Semester Test (Closed Book): Topics in Contact Hours : 1 to 8
Syllabus for Comprehensive Exam (Open Book): All topics (Session Nos. 1 to 16)
Evaluation Scheme:
Legend: EC = Evaluation Component; AN = After Noon Session; FN = Fore Noon Session
No
Name
Type
Durati
Weig
Day, Date, Session, Time
on
ht
ECQuiz-I
Online
8%
February 10 TO 20, 2016
1
Quiz-II
7%
March 25 to April 3, 2016
ECMid-Semester Test
Closed
2
35%
27/02/2016 (FN) 10 AM 12 Noon
2
Book
hours
ECComprehensive
Open
3
50%
09/04/2016 (FN) 9 AM 12 Noon
3
Exam
Book
hours
Important links and information:
Elearn portal: https://elearn.bits-pilani.ac.in
Students are expected to visit the Elearn portal on a regular basis and stay up to date with the
latest announcements and deadlines.
Contact sessions: Students should attend the online lectures as per the schedule provided on
the Elearn portal.
Evaluation Guidelines:
1. EC-1 consists of either two Assignments or three Quizzes. Students will attempt them
through the course pages on the Elearn portal. Announcements will be made on the
portal, in a timely manner.
2. For Closed Book tests: No books or reference material of any kind will be permitted.
3. For Open Book exams: Use of books and any printed / written reference material (filed
or bound) is permitted. However, loose sheets of paper will not be allowed. Use of
calculators is permitted in all exams. Laptops/Mobiles of any kind are not allowed.
Exchange of any material is not allowed.
4. If a student is unable to appear for the Regular Test/Exam due to genuine exigencies,
the student should follow the procedure to apply for the Make-Up Test/Exam which will
be made available on the Elearn portal. The Make-Up Test/Exam will be conducted only
at selected exam centres on the dates to be announced later.
It shall be the responsibility of the individual student to be regular in maintaining the self study
schedule as given in the course handout, attend the online lectures, and take all the prescribed
evaluation components such as Assignment/Quiz, Mid-Semester Test and Comprehensive Exam
according to the evaluation scheme provided in the handout.