QM (BBA 4th)

Definition of quality. Quality as a means to success in a competitive and global

environment. The rise of Japan and other eastern economies with a focus on quality.

The customer focus. The power of the customer to choose. Need for customer care and

relationship marketing.

Quality leads to profits. Cost of poor quality, need for team work and process of rewards

and recognition. Benchmarking and the concept of Kaizen.

Quality Gurus: Deming, Juran, Ishikawa, Crossby and their contribution.

Tools of Quality Management.

Statistical Methods, problem solving tools such as – brainstorming, fishbone diagram and

Pareto diagram. Need for unbiased data collection.

Quality Systems – ISO 9000 series standards. Steps required to implement quality

management systems. Documentation, elements of ISO 9000 internal audits and

registration. Role of consultants in developing and implementing ISO 9000 quality

systems