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This document provides information about the subject ISE404 Total Quality Management. The 3-credit, level 4 subject aims to provide students with knowledge of total quality management philosophy and techniques. It will help students understand customer needs, quality impacts on business success, and quality management best practices. Assessment includes assignments, tests, and an examination to evaluate students' understanding of concepts and ability to analyze problems related to quality management. Students are expected to spend 120 hours over 13 weeks to complete lectures, tutorials, case studies, assignments, self-study, and report writing for this subject. Key references on total quality management are also provided.
This document provides information about the subject ISE404 Total Quality Management. The 3-credit, level 4 subject aims to provide students with knowledge of total quality management philosophy and techniques. It will help students understand customer needs, quality impacts on business success, and quality management best practices. Assessment includes assignments, tests, and an examination to evaluate students' understanding of concepts and ability to analyze problems related to quality management. Students are expected to spend 120 hours over 13 weeks to complete lectures, tutorials, case studies, assignments, self-study, and report writing for this subject. Key references on total quality management are also provided.
This document provides information about the subject ISE404 Total Quality Management. The 3-credit, level 4 subject aims to provide students with knowledge of total quality management philosophy and techniques. It will help students understand customer needs, quality impacts on business success, and quality management best practices. Assessment includes assignments, tests, and an examination to evaluate students' understanding of concepts and ability to analyze problems related to quality management. Students are expected to spend 120 hours over 13 weeks to complete lectures, tutorials, case studies, assignments, self-study, and report writing for this subject. Key references on total quality management are also provided.
Subject Title Total Quality Management Credit Value 3 Level 4 Pre-requisite/Co- requisite/Exclusion Students who do not have background knowledge in quality control and quality engineering should be reared to do additional reading! bjectives This sub"ect rovides students with the knowledge to #! understand the hilosohy and core values o$ Total Quality Management %TQM&' (! determine the voice o$ the customer and the imact o$ quality on economic er$ormance and long)term business success o$ an organi*ation' 3! aly and evaluate best ractices $or the attainment o$ total quality! !ntended Learnin" utcomes +on comletion o$ the sub"ect, students will be able to a! select and aly aroriate techniques in identi$ying customer needs, as well as the quality imact that will be used as inuts in TQM methodologies' b! measure the cost o$ oor quality and rocess e$$ectiveness and e$$iciency to track er$ormance quality and to identi$y areas $or imrovement' c! understand roven methodologies to enhance management rocesses, such as benchmarking and business rocess reengineering' d! choose a $ramework to evaluate the er$ormance e-cellence o$ an organi*ation, and determine the set o$ er$ormance indicators that will align eole with the ob"ectives o$ the organi*ation! Subject S#nopsis/ !ndicative S#llabus #! .rinciles o$ Total Quality /oncets o$ quality' /ore values and aradigms $or TQM, including cororate citi*enshi and rotection o$ the environment' Models $or er$ormance e-cellence0 1eming .ri*e, 2aldrige Quality 3ward, Euroean Quality 3ward (! /ustomer 4eeds Internal and e-ternal customers' 5oice o$ the customer' /ustomer satis$action' /ustomer loyalty' Service recovery' /risis management 3! Economics o$ Quality /lassi$ication and analysis o$ quality costs' Imlementing quality costing systems' Economic value o$ customer loyalty and emloyee loyalty #6!3!(0#4 4! TQM Methodologies Quality 7unction 1eloyment %Q71&' 2enchmarking' 2usiness rocess reengineering' .rocess imrovement 8! 9earning and :rowth ;rgani*ational learning' ;rgani*ational renewal' /hange management' Emloyee emowerment <! Strategic Quality Management 5ision, strategy, goals, and action lans' Measurement o$ organi*ational er$ormance Teac$in"/Learnin" %et$odolo"# 3 mi-ture o$ lectures, grou discussions %tutorials&, and mini)case studies are used to achieve the ob"ectives o$ this sub"ect! Some toics are taught in the classroom environment' students have to learn these toics by themselves in the rocess o$ writing roblem)based assignments! 1irected study is also used to develo the sel$)learning ability o$ students! &ssessment %et$ods in &li"nment 'it$ !ntended Learnin" utcomes Seci$ic assessment methods=tasks > weighting Intended sub"ect learning outcomes to be assessed a b c d #! 3ssignments 38> (! Tests (0> 3!E-amination 48> Total #00> The assignments, re$lective "ournals, essays, and case studies $acilitate the alication o$ concets and skills learned in analy*ing and attaining total quality while emhasi*ing $actors that may a$$ect decisions! E-amination=tests allow students to demonstrate the e-tent o$ their understanding o$ concets, as well as their abilities to analy*e and solve roblems related to the sub"ect! Student Stud# E((ort Expected /lass contact0 9ecture=Tutorial ( hours=week $or #3 weeks (< ?rs! Tutorial=/ase Study # hour=week $or #3 weeks #3 ?rs! ;ther student study e$$ort0 Studying and sel$ learning 80 ?rs! #6!3!(0#4 3ssignment and reort writing (6 ?rs! Total student study e$$ort ##@ ?rs! )eadin" List and )e(erences #! 2ester$ield, 1?, et!al! (003, Total Quality Management, 3 rd edn, .rentice ?all (! :oetsch, 19 A 1avis, 2 (00<, Quality Management: Introduction to Total Quality Management for Production, Processing and Services, 8 th edn, .earson 3! :ryna 7M (00#, Quality Planning & Analysis, 4 th edn, Br!, Mc:raw)?ill 4! Selected articles in Quality .rogress and the web site o$ 3merican Society $or Quality #6!3!(0#4