In today’s world, quality is a vital determinant of business success. Business organisations need to focus on quality on a continual basis if they want to remain in business in the long run. Large scale studies have revealed that those organisations which focus on quality continually usually have larger market share, greater profits, and a happier workforce. Thus, it can be said that quality is a key ingredient for business success. Even in the not-for-profit sector, quality is now considered a critical success factor. While many of the quality ideas originated in the manufacturing set-ups, these can be easily applied to service organisations with appropriate adaptations and modifications.
With the advent of Industry 4.0, data and analytics have become extremely important for sustaining and improving quality of products and services. With connected AI enabled products and services and sky-rocketing customer expectations, the dimensions of quality are undergoing rapid change. Quality 4.0 is a significant step forward towards managing quality in this unfolding new normal.
The objective of this programme is to provide senior managers of manufacturing and service organisations an in-depth understanding of quality concepts and techniques so that they can use these to enhance the quality of their products, services, and processes.
• Leadership for Quality
In this module, we understand the important role played by top management of an organization in instituting a culture of high performance and excellence using the Deming’s 14-points for Management as a framework. The need for employee involvement and engagement in sustaining the culture of excellence is discussed.
• Quality Improvement Methodologies
In this module, we examine the two popular quality improvement methodologies PDCA and DMAIC. We examine the importance of these methodologies to implement a culture of Continuous Improvement in an organization.
• Statistical Process Control
In this module, we examine methods of controlling quality of products and services. The key ideas underlying sampling inspection plans and control charts are reviewed. Techniques for analysing data streams and detecting anomalies are discussed.
• Quality by Design
In this module, we examine the importance of experimentation in improving the quality of products and services. The principles of designing effective experiments to identify the optimal settings of key factors that lead to better products and services are discussed. The ideas of G. Taguchi on robust product design are discussed in this context.
• Quality Systems and Risk Management
In this module we discuss the importance of Quality Systems such as ISO-9000 in management of quality. The important role played by quality systems is managing risk is highlighted.
• Big Data Analytics for Quality
In this module we discuss the exciting possibilities thrown up by the availability of Big Data for improving quality of products and services. The availability of real-time sensor data allows organisations to glean insight about the field performance of their products after these are placed in the customers’ hand. It enables organisations to engage in activities such as predictive maintenance that reduces down-time of the equipments, and customised training, on the best use of their product/ equipment. Analysis of social media conversations helps organisations in identifying causes for customer dissatisfaction in a product or a service that can be fixed through a product/ process redesign.
o Gain an in-depth understanding of the concepts and ideas of Total Quality Management (TQM) and Quality 4.0.
o Understand how TQM and Quality 4.0 helps businesses find their competitive edge in the marketplace.
o Understand the importance of the process approach to quality management for achieving high customer satisfaction consistently.
o Understand the interplay between the leadership capabilities and technical capabilities for achieving best-in-class quality.
This programme is intended for middle and senior managers in manufacturing and service sectors who require an in-depth understanding of quality management concepts and techniques that are needed for leveraging quality as a key ingredient for business success.