Unit I : Introduction (Chapter - 1) Introduction - Need for quality - Evolution of quality - Definitions of quality - Dimensions of product and service quality - Basic concepts of TQM - TQM Framework - Contributions of Deming, Juran and Crosby - Barriers to TQM - Customer focus - Customer orientation, Customer satisfaction, Customer complaints, Customer retention. Unit II : TQM Principles (Chapter - 2) Leadership - Quality Statements, Strategic quality planning, Quality Councils - Employee involvement - Motivation, Empowerment, Team and Teamwork, Recognition and Reward, Performance appraisal - Continuous process improvement - PDCA cycle, 5S, Kaizen - Supplier partnership - Partnering, Supplier selection, Supplier Rating. Unit III : TQM Tools and Techniques I (Chapter - 3) The seven traditional tools of quality - New management tools - Six sigma: Concepts, Methodology, applications to manufacturing, service sector including IT - Bench marking - Reason to bench mark, Bench marking process - FMEA - Stages, Types. Unit IV : TQM Tools and Techniques II (Chapter - 4) Quality Circles - Cost of Quality - Quality Function Deployment (QFD) - Taguchi quality loss function - TPM - Concepts, Improvement needs - Performance measures. Unit V : Quality Management System (Chapter - 5) Introduction - Benefits of ISO Registration-ISO 9000 Series of Standards - Sector - Specific Standards - AS 9100, TS16949 and TL 9000-ISO 9001 Requirements - Implementation - Documentation - Internal Audits - Registration - Environmental Management System : Introduction - ISO 14000 Series Standards - Concepts of ISO 14001-Requirements of ISO 14001 - Benefits of EMS.