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 Leader’s 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 Learning Objectives Topic Reference to Text Book

No.
1 Definition, History, Introduction T1-Ch.1
Framework and Benefits
of TQM
2 Characteristic and roles of Leadership T1-Ch.2
a successful quality leader,
Vision and Mission
3 Deming’s System of Deming and Quality Class Notes and R1
Profound Knowledge,
Deming’s 14 points
4 Systems, Customer focus, Customer Satisfaction T1-Ch.3
Understanding who is the
Week Learning Objectives Topic Reference to Text Book
No.
Customer, Voice of
Customer

5 Processes, Problem Problem Solving T1-Ch.5

Solving, Juran Trilogy,
PDSA, Kaizen, Six-sigma
6 Process Improvement, T1-Ch. 5
Managing Change, Process Improvement T1-Ch.7
Performance Measures,
Cost of Quality

7 Employee involvement, Employee Involvement T1-Ch.4

teamwork, performance
appraisal and rewards
8 Benchmarking, Types of Benchmarking T1-Ch.8
Benchmarking,
Benchmarking Steps,
Cultural Implications
9 Affinity diagram, Quality and Management T1-Ch.17
interrelations digraph, tree Tools
and matrix diagrams

10 Process variability, charts Statistical Process Control T1-Ch.18

and techniques for
statistical process control
11 Using Control Charts for Statistical Process Control T1-Ch.18
controlling processes,
process capability
12 Design of Experiments Design of Experiments Class Notes
13 Design of Experiments Design of Experiments T1-Ch.19

14 Voice of customer, house Quality Function T1-Ch.12

of quality Deployment

15 Methodology and Failure Mode and Effect T1-Ch.14

documentation, Risk Analysis
16 ISO 9000+ certifications, Quality Management T1-Ch.10 and Ch 11
quality audits, ISO14000+ System, Environmental
certifications Management System

Schedule of Contact Sessions:

Contact Session Recorded Lectures Covered

No.

1 Introduction

2 RL 1 and RL 2
 3 RL 3 and RL 4

4 RL 5 and RL 6

5 RL 7 and RL 8

6 RL 9

7 RL 10 and RL 11

8 RL 12 and RL 13

9 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
EC- Quiz-I Online - 8% February 10 TO 20, 2016
1
Quiz-II 7% March 25 to April 3, 2016
EC- Mid-Semester Test Closed 2 35% 27/02/2016 (FN) 10 AM – 12 Noon
2 Book hours
EC- Comprehensive 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.