Indian Institute of Management Rohtak

Course Outline

Course Title : Total Quality Management & Six Sigma

Introduction

Total quality management (TQM) and Six Sigma is a customer-oriented process that aims for
continuous improvement of business operations. This course emphasizes with a complete and
detailed understanding and knowledge of total quality management and six sigma concept, the
philosophy of quality management, the structure of analysis (DMAIC and DMADV) and
statistical tools used in it. The knowledge of this course will help students to undertake higher
roles and responsibilities related to quality management in any organization or industry, thereby
increasing the scope for career progression and development.

Course Objectives

 To introduce the basic concepts, definitions and the management of total quality

 To introduce the management philosophies of the modern concepts of quality

 To gain knowledge on managerial tool kit applied in the management of quality

 To develop an understanding on strategic issues and the economies of quality

Pedagogy
The pedagogy will be a mix of lectures, experience sharing, real life case discussion,
assignments and industry/research based projects. The course is focused on strategic issues
with cases as the primary vehicle for learning. In addition to the reading materials, additional
readings and cases will be distributed in the class from time to time. Students are also expected
to prepare and analyze all the cases or class participation is very important.

Learning Outcomes

 Students will be able to learn the basic concepts, definitions and the management of

1
 total quality

 Students will be able to learn the management philosophies of the modern concepts of
quality

 Students will be able to apply the managerial quality tools in the business firms

 Students will be able to develop an understanding on strategic issues and the economies
of quality

Evaluation Scheme
Project Presentation & submission 20%
Class participation 10%
Assignments 10%
Case Analysis/Group Assessment 20%
End-Term Exam 40%

References
Text Book:
1. Total Quality Management by Besterfield et al. Pearson Edition
Other Readings:
1. Dale, B. (2015). Total quality management. John Wiley & Sons, Ltd.
2. Gryna Frank M., Chua Richard C.H., Defeo Joseph A..; Juran’s Quality Planning &
Analysis for Enterprise Quality; 5th Edition; Tata McGraw-Hill
3. Evans, J.R. & Dean Jr., J.W. (2004). Total quality: Management, Organization and
Strategy. South – Western Thomson Learning, Inc
4. Mitra, A. (2016). Fundamentals of quality control and improvement. John Wiley &
Sons.

Special Instructions
Please read and prepare well in advance for case presentation & discussion in the class.
The case for each session is at the end of book chapters or will be shared before the sessions.
The sessions will be of 75 minutes duration.

Session Plan
Session Topic Readings
Number
1-2  Quality Control and Class Lecture
Management, History and C-1 Managing Quality
C-2 Towards the Deming Prize–
Trends The Case of Tata Steel (A)
 Defining Quality (IIMA Case)
R-1 Creating a Culture of Quality

3 Philosophies and Frameworks Class Lecture

2
4-5  TQM in Organizations C-3 Measure of Delight The
 Total quality management in Pursuit of Quality -Service
Quality (HBS 9-694-047)
industries: relevance, analysis
C-4 Recalling Toyota (Emerald
and directions
case)
 Continuous Process R-2 Total Quality Management
Improvement in Indian Manufacturing SMEs
6-7  Focusing on Customer, C-5 Trouble at Tessei (HBS 9-
Understanding their needs 615-044)
C-6 Service innovation by Dubai
 Linking customer information to International Airport: the battle
design and production and to remain competitive (Emerald
service delivery case)
R-3 Evaluation of the service
 CRM quality indicators
8-10  Performance Management C – 7 Xerox - Design for the
 Supplier Partnership Environment Leadership (HBS
9-794-022)
 Process Management R-4 Mumbai’s Models of Service
 Baldridge criteria, ISO and EMS Excellence
C-8 Sourcing Decision:
Choosing the right supplier
11-12 Management Tools of Quality C – 9 Cincinnati Children's
Hospital Medical Center (HBS 5-
610-106)
R -5 When Times Get Tough,
What Happens to TQM?
C-10 Using Pareto Analysis to
Focus on Reliability
Improvement at NTPC (Text
book case)
13-14  QFD C-11 Alliant Health System- A
Vision of Total Quality
 FMEA C-12 Critical design
characteristics for online retail
stores in India
R-6 Note on Quality Function
Deployment
15-17  Statistical Process Control C -13 Six Sigma - Reign of Zero
 Six Sigma (DMAIC) Tolerance
C-14 Agrawal Packers & Movers
Limited (IIMA-A00110)
C-15 Deutsche
Allgemeinversicherung (HBS 9-
696-084)
R -7 Six Sigma: A Basic
Overview
R-8 Four Mistakes Leaders Keep
Making
18-19 Presentation of the Projects by the
students
20 Recap of Learnings/ Doubt Clarifications

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 Table of Contents
Sl. No. Reading/ Reading / Case Title
Case No.
1 C-1 Managing Quality
2 C-2 Towards the Deming Prize–The Case of Tata Steel (A) (IIMA
Case)
3 C-3 Measure of Delight The Pursuit of Quality -Service Quality (HBS
9-694-047)
4 C-4 Recalling Toyota (Emerald case)
5 C-5 Trouble at Tessei (HBS 9-615-044)
6 C-6 Service innovation by Dubai International Airport: the battle to
remain competitive (Emerald case)
7 C-7 Xerox - Design for the Environment Leadership (HBS 9-794-022)
8 C-8 Sourcing Decision: Choosing the right supplier
9 C-9 Cincinnati Children's Hospital Medical Center (HBS 5-610-106)
10 C-10 Using Pareto Analysis to Focus on Reliability Improvement at
NTPC (Text book case)
11 C-11 Alliant Health System- A Vision of Total Quality
12 C-12 Critical design characteristics for online retail stores in India
13 C-13 Six Sigma - Reign of Zero Tolerance
14 C-14 Agrawal Packers & Movers Limited (IIMA-A00110)
15 C-15 Deutsche Allgemeinversicherung (HBS 9-696-084)
16 R-1 Creating a Culture of Quality
17 R-2 Total Quality Management in Indian Manufacturing SMEs
18 R-3 Evaluation of the service quality indicators
19 R-4 Mumbai’s Models of Service Excellence
20 R-5 When Times Get Tough, What Happens to TQM?
21 R-6 Note on Quality Function Deployment
22 R-7 Six Sigma: A Basic Overview
23 R-8 Four Mistakes Leaders Keep Making

Note: ‘R’ and ‘C’ in the second column stand for ‘Reading’ and ‘Case’ respectively.