Quality has become the bedrock of production activities in organizations around the world. Although quality management was initially associated with physical production, it has now become equally pertinent to services as well. Given the increasing levels of awareness among customers, a lack of appropriate commitment to quality standards can be quite detrimental to a company’s future prospects. Organizations today are taking a proactive approach to setting up and achieving demanding quality standards. Most organizations also view quality as a major source of differentiation, and make quality management an important part of their overall strategic plans.

The PG Diploma Program in Quality Management is designed to equip students/executives with the necessary theoretical and practical skills to pursue rewarding careers in the field of quality management.

Program Structure

The program introduces quality management and covers the perspectives and requisites for the same. The structure of the program is given below:

• Perspectives on Quality

• Approaches and Philosophies in Quality Management

• Quality Culture

• Concept of Total Quality Management

• The TQM Philosophy (Juran, Ishikawa, Taguchi, Deming, Baldrige)

• Implementation of Total Quality Management

• Benefits of Total Quality Management

• The Continuous Improvement Philosophy

• Total Quality Assurance

• Quality Management Systems (ISO 9000 & Total Quality)

• Developing Quality Manuals for Organizations

• Case Studies

• Organizing for Quality Management

• Employee Empowerment for Quality

• Role of Leadership

• Interpersonal Relations Issues

• Employee Education and Training

• Strategies for Implementing Quality Programs

• Role of Quality in Strategic Management

• Role of Quality in Services

• Increasing Customer Value through Quality

• Quality Management and Ethics

• Case Studies

• Overview of the Quality Tools

• Management Tools - Problem Solving and Decision Making

• 5S Principles or Kaizen Theory and Pokayoke Tool

• Tool Design Review

• Production and Product Development Tools

• Tools in Design of the Experiments

• Overview of Statistical Quality Control (SQC) Techniques

• Optimizing and Controlling through SQC

• Seven Tools of SQC

• Quality Problems & Quality Error Mapping

• Benchmarking - Process and Issues

• Acceptance Sampling Techniques

• Process Capability Studies

• Six Sigma Approaches

• Case Studies

• Services and Quality

• Customer's view of Service Quality

• Getting started on Service Quality

• SERVQUAL and its applications

• Marketing quality services to customers

• Service Quality in Financial Services

• Service Quality in Airlines

• Service Quality in Hotel industry

• Service Quality in Health Care industry

• Delivering Service Quality on the Internet

• Case Studies