BSc Home Science Total Quality Management in Product and Service Management Syllabus - Mumbai University 2026

This is the Semester 6 syllabus under NEP 2020, in force from the academic year 2026-27. The University still examines the earlier Choice Based papers alongside it — her third-year timetables name that scheme — so check which scheme your exam form names before you revise.

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Syllabus for Total Quality Management in Product and Service Management

Major · Semester 6 · Third Year - Community Resource Management · 4 credits · 100 marks

Module I: Fundamentals of Total Quality Management

1 Introduction to Quality Concepts
i Meaning and definitions of quality
ii Evolution of quality management: inspection, quality control, quality assurance, and TQM
iii Importance of quality in global competitiveness
2 Principles of Total Quality Management
i Customer focus and customer satisfaction
ii Continuous improvement (Kaizen philosophy)
iii Employee involvement and teamwork
iv Process approach and system thinking
v Fact-based decision making
3 Quality Gurus and Their Contributions
i W. Edwards Deming – Deming’s 14 principles and PDCA cycle
ii Joseph Juran – Juran Trilogy (Quality planning, control, improvement)
iii Philip Crosby – Zero defect concept and cost of quality
iv Kaoru Ishikawa – Quality circles and cause-and-effect diagram
4 Organizational Culture for Quality
i Leadership role in TQM implementation
ii Creating a quality culture within organizations
iii Employee empowerment and training
5 Customer Orientation in TQM
i Identifying customer needs and expectations
ii Internal and external customers
iii Customer satisfaction measurement

Module II: TQM Tools and Techniques

1 Quality Planning and Assurance
i Quality planning processes
ii Quality assurance systems
iii Quality documentation and records
2 Basic Quality Control Tools (Seven QC Tools)
i Flowcharts and process mapping
ii Check sheets for data collection
iii Pareto analysis for prioritizing problems
iv Cause-and-effect (fishbone) diagrams for root cause analysis
v Histograms for data distribution
vi Scatter diagrams for correlation analysis
vii Control charts for monitoring process variation
3 Statistical Process Control
i Concept of process variability
ii Control limits and interpretation of control charts
iii Monitoring production and service processes
4 Process Improvement Techniques
i PDCA cycle (Plan–Do–Check–Act)
ii Root cause analysis
iii Continuous process improvement methods
5 Benchmarking and Performance Measurement
i Concept and types of benchmarking
ii Best practice comparisons
iii Quality performance indicators
6 Quality Auditing
i Internal and external quality audits
ii Audit procedures and documentation
iii Role of audits in continuous improvement

Module III: Quality Management in Product Manufacturing

1 Quality in Product Design and Development
i Product design considerations for quality
ii Design specifications and standards
iii Reliability and durability in product design
2 Quality Control in Manufacturing Processes
i Inspection and testing methods
ii Process quality control during production
iii Acceptance sampling
3 Supplier Quality Management
i Vendor selection and evaluation
ii Supplier quality assurance programs
iii Supplier partnerships for quality improvement
4 Quality Improvement in Production Systems
i Lean manufacturing principles
ii Six Sigma concepts for defect reduction
iii Waste reduction and efficiency improvement
5 Quality Standards and Certifications
i ISO 9000 series standards
ii Quality certification processes
iii Benefits of quality management systems
6 Product Safety and Reliability
i Safety standards and compliance
ii Reliability testing and product life cycle considerations

Module IV: Quality Management in Service Industries

1 Characteristics of Service Quality
i Differences between product and service quality
ii Intangibility, inseparability, variability, and perishability of services
2 Service Quality Models
i SERVQUAL model and service quality dimensions o Reliability o Responsiveness o Assurance o Empathy o Tangibles
3 Customer Satisfaction and Experience
i Measuring customer satisfaction
ii Managing customer expectations
iii Customer feedback systems
4 Quality Management in Service Sectors
i Quality practices in hospitality and tourism
ii Quality management in healthcare services
iii Retail and customer service quality practices
5 Service Failure and Recovery
i Causes of service failures
ii Complaint management systems
iii Service recovery strategies
6 Continuous Improvement in Service Delivery
i Service process improvements
ii Use of technology in service quality management
iii Building long-term customer relationships

Text Books/ Reference Books

1 Goetsch, D. L., & Davis, S. B. (2016). Quality management for organizational excellence: Introduction to total quality (8th ed.). Pearson.
2 Evans, J. R., & Lindsay, W. M. (2017). Managing for quality and performance excellence (10th ed.). Cengage Learning.
3 Oakland, J. S. (2014). Total quality management and operational excellence (4th ed.). Routledge.
4 Dale, B. G. (2015). Total quality management (4th ed.). Wiley.
5 Sallis, E. (2014). Total quality management in education (3rd ed.). Routledge.

Reproduced from the University of Mumbai syllabus for B.Sc. (Home Science) under NEP 2020, in force from the academic year 2026-27. Wording is as printed in that syllabus. Module numbering is as printed there too.

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