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Tanima Dutta, Lovely Professional University Unit 5: Quality Management

Unit 5: Quality Management Notes

CONTENTS
Objectives
Introduction
5.1 Quality Management Principles

5.1.1 Evolution of Quality Management: Quality Gurus
5.1.2 Quality Principles
5.1.3 Customer Focus
5.1.4 Design Quality and Conformance Quality
5.1.5 Leadership
5.1.6 Involvement of People
5.2 Process Approach – Total Quality Management (TQM)
5.3 Systems Approach to Management
5.4 Continual Improvement

5.5 Quality Management Function
5.5.1 Control of Inspection Costs
5.5.2 Zero Defect Concept
5.6 Service Quality Model
5.7 What is Six Sigma?
5.7.1 Six Sigma Roles and Responsibilities
5.7.2 Six Sigma Methodology
5.8 Acceptance Sampling
5.9 Summary
5.10 Keywords
5.11 Review Questions

5.12 Further Readings

Objectives

After studying this unit, you will be able to:
 Discuss various significant aspects related to quality management;
 Recognize the concept of total quality management;
 Describe the impression of six sigma methodology;
 Explain the service quality model.

Introduction

With the opening-up of Indian markets to international competition, it has become imperative
for the future of Indian business organizations to be competitive and match the standards of

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