Page 5 - DMGT524_TOTAL_QUALITY_MANAGEMENT

CONTENT

Unit 1: Total Quality Management An Introduction 1
Neha Tikoo, Lovely Professional University

Unit 2: Gurus of Quality Management 12
Dilfraz Singh, Lovely Professional University

Unit 3: Concept of Quality Management 30
Navneet Kaur, Lovely Professional University

Unit 4: Leadership for TQM 45
Neha Tikoo, Lovely Professional University

Unit 5: Customer Satisfaction 57
Neha Tikoo, Lovely Professional University

Unit 6: Customer Retention 73
Neha Khosla, Lovely Professional University

Unit 7: Employee Involvement 87
Dilfraz Singh, Lovely Professional University

Unit 8; Continuous Process Improvement 102
Karan Arora, Lovely Professional University

Unit 9: Benchmarking 122
Neha Tikoo, Lovely Professional University

Unit 10: Quality Management System 138
Dilfraz Singh, Lovely Professional University

Unit 11: Quality Function Deployment 152
Ginni Nijhawan, Lovely Professional University

Unit 12: Failure Mode and Effect Analysis 169
Ashwani Panesar, Lovely Professional University

Unit 13: Total Productive Maintenance 187
Ginni Nijhawan, Lovely Professional University

Unit 14: Statistical Process Control 199
Neha Tikoo, Lovely Professional University