Quality has become the bedrock of production activities in organizations around the world. Although quality management was initially associated with physical production, it has now become equally pertinent to services as well. Given the increasing levels of awareness among customers, a lack of appropriate commitment to quality standards can be quite detrimental to a company¡¯s future prospects. Organizations today are taking a proactive approach to setting up and achieving demanding quality standards. Most organizations also view quality as a major source of differentiation, and make quality management an important part of their overall strategic plans.
Introduction to Quality Management
Perspectives on Quality
Approaches and Philosophies in Quality Management
Quality Culture
Concept of Total Quality Management
The TQM Philosophy
Implementation of Total Quality Management
Benefits of Total Quality Management
The Continuous Improvement Philosophy
Total Quality Assurance
Quality Management Systems (ISO 9000 & Total Quality)
Developing Quality Manuals for Organizations
Requisites for Quality Management
Organizing for Quality Management
Employee Empowerment for Quality
Role of Leadership
Interpersonal Relations Issues
Employee Education and Training
Strategies for Implementing Quality Programs
Role of Quality in Strategic Management
Role of Quality in Services
Increasing Customer Value through Quality
Quality Management and Ethics
Quality Management in Manufacturing
Overview of the Quality Tools
Management Tools - Problem Solving and Decision Making
5S Principles or Kaizen Theory and Pokayoke Tool
Tool Design Review
Production and Product Development Tools
Tools in Design of the Experiments
Overview of Statistical Quality Control (SQC) Techniques
Optimizing and Controlling through SQC
Seven Tools of SQC
Quality Problems & Quality Error Mapping
Benchmarking - Process and Issues
Acceptance Sampling Techniques
Process Capability Studies
Six Sigma Approaches
Quality Management in Services
Services and Quality
Customer's view of Service Quality
Getting started on Service Quality
SERVQUAL and its applications
Marketing quality services to customers
Service Quality in Financial Services
Service Quality in Airlines
Service Quality in Hotel industry
Service Quality in Health Care industry
Delivering Service Quality on the Internet
