Quality Management is a comprehensive textbook specially designed to meet the needs of management students.

Quality Management is a comprehensive textbook specially designed to meet the needs of management students. The book explains the core concepts of quality management through practical applications and supplements them with numerous solved examples, caselets, and detailed case studies.

Beginning with an overview of quality management, the book discusses in detail quality function deployment, acceptance sampling, statistical process control, and quality standards. It goes on to discuss software quality management, total quality management, Six Sigma, and experimental design and the Taguchi method. Finally, it discusses service quality management, cost of quality, and quality management strategies for Indian industry.

Users will find this book highly useful for its coverage of the key concepts of quality management explained through caselets, tables, and diagrams.

Examines the challenges faced by business organizations in quality management
Explores the emerging issues in quality management from an Indian perspective
Contains cases and examples in the key areas of quality management
Includes MS Excel-based solved numerical problems
Provides chapter-end exercises with concept review and numerical questions and suggests interesting classroom and field projects

MBA students

1. Introduction to Quality Management Indian Companies Monopolize the Deming Awards in 2003 Quality Management—A Conceptual Framework Strategic Quality Management Benchmarking Case Study—Mahindra & Mahindra

2. Quality Function Deployment Quality Function Deployment: The Concept Application of QFD in Philips EBEI-IC Case Study—QFD at Boeing

3 Acceptance Sampling The Need for Acceptance Sampling Types of Sampling Plans Single Sampling Plan and the Operating Characteristics Curve Double Sampling Plan for Attributes Standardized Sampling Systems for Attributes Dodge-Romig Sampling Schemes Sequential Sampling Plan Chain Sampling Plan Continuous Sampling Plan Acceptance Sampling by Variables for Proportion Non-Conforming Case Study—Drug Testing in Madison County Annexure: Areas under the Standared Normal Curve

4 Statistical Process Control Specification and Control Limits Types of Control Charts Control Charts for Variables Control Charts for Attributes Comparison between Variable and Attribute Control Charts Case Study—Boeing Annexure 1: Factors for Constructing Variables Control Charts 322 Annexure 2: Mean Values m to Obtain Desired Cumulative Poisson Distribution 324

5 Quality Standards and Business Excellence Models Quality System Standards Bureau of Indian Standards (BIS) Agmark Grading and Standardization of Agricultural and Allied Commodities Quality Council of India International Organization for Standardization Conformance to Specifications Quality Assurance Types of Quality Audits Golden Rules for Objective Evidence Analytical Tools to Facilitate the Auditor Application of ISO 9000 at the Bangalore World Health Project ISO 14000 COPC-2000 CII-EXIM Bank Award for Business Excellence (EFQM Model) Tata Business Excellence Model (TBEM) Malcolm Baldrige Criteria for Business Performance Excellence Case Study—National Thermal Power Corporation, Unchahar

6 Software Quality Management Software Shows the Way Metrics Used for Software Quality Measurement Capability Maturity Model Integration (CMMi) Case Study—Microsoft Corporation

7 Total Quality Management W. Edwards Deming’s Contribution to TQM Juran’s Contribution to TQM Crosby’s Contribution to TQM Ishikawa’s Contribution to TQM Comparing the Quality Gurus Kaizen Total Productive Maintenance (TPM) Case Study—Hindustan Lever Limited

8 Six Sigma Meaning of Six Sigma The Seven Magnificent Quality Tools Six Sigma Applied to HR at Ford Motor Company Poka-Yoke Case Study—Mumbai Dabbawallahs

9 Experimental Design and Taguchi Method Experimental Design Taguchi Method in Experimental Design Reliability Design Reliability Evaluations at Philips Case Study—Xerox India Ltd Annexure: Table for Critical Values of F-statistic

10 Service Quality Management Products and Services Classification of Services Service Quality Measuring Service Quality using SERVQUAL The Sequential Incident Technique Quality Ratings in the Hotel Industry Methods Analysis Stopwatch Time Study Work Sampling 645 Case Study—FedEx Express

11 Cost of Quality Prevention Costs Appraisal Costs Internal Failure Costs External Failure Costs Cost of Quality Models Case Study—Educational Testing Service (ETS)

12 Quality Strategy for Indian Industry India’s Quality Journey so Far Quality Management in India Quality-Related Priorities of Indian Companies Case Study—TVS Motor Company Case Study—Sona Koyo