COURSE INFORMATION

1. Name of Course QUALITY MANAGEMENT

2. Course Code BUS3231
3. Name(s) of Academic Staff Zamizan Buang
4. Semester and Year offered Semester 1 Year 3
5. Prerequisite (if any) Principles and Practice of Management (BUS1234)
Principles of Marketing (BUS2233)
6. Rationale for the inclusion of the course in the Without quality, a business may survive but cannot reach its
programme optimal earning potential. Therefore, it is important to include
this course in the programme to comprehend students the
importance of quality in relation to business field.

7. Course Description This course is an introduction to total quality management.

Quality management operates on all level of small business
firms, as well as that of the large business firms.

8. Credit Value 3
9. Course Outcomes At the end of the course, students will be able to:
1. Explain total quality and effective strategic planning. (C2)
2. Define The Malcom Baldrige National Award, ISO, and
evolution of Six Sigma.(C1)
3.Prepare tools for quality design, tools for quality planning
and tools for quality improvement. (C3)
4. Demonstrateorganizationalbehaviour; teamwork,
empowerment and motivation in relation to quality.
(C3, A3, P4)
5. Explain leadership and effective implementation. (C2)

14. Assessment Methods and Types Methods Percentage

Quizzes 10%

Formative (60%) Group Assignment 30%

Group Presentation 20%

Summative (40%) Final Examination 40%

Total 100%
16. Content outline of the course Topic

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TOPIC 1: INTRODUCTION TO TOTAL QUALITY IN
ORGANISATIONS
The importance of quality
The concepts of quality Quality Dimensions in
Manufacturing and Services
Evolution of TQ Principles Demings, Juran and Crosby
Key Principles of total quality
TQ and Organizational Model

TOPIC 2: TOTAL QUALITY, COMPETITIVE ADVANTAGE

AND STRATEGIC MANAGEMENT
Quality and competitive advantage
Sources of competitive advantage
Quality and Differentiation strategies
TQ and strategic planning

TOPIC 3: QUALITY IN CUSTOMER

SUPPLIER
RELATIONSHIPS (CSR)
Importance of CSR
Principles of CSR
Practices for Dealing with customers and suppliers

TOPIC 4: DESIGNING ORGANISATIONS FOR QUALITY

Functional structure and its problems
Redesigning organization for quality
Comparison to organizational design theory

TOPIC 5: DESIGNING, CONTROLLING AND IMPROVING

ORGANIZATIONAL PROCESSES
Process Design
Process Control
Process Improvement Deming cycle
Breakthrough Improvement
TOPIC 6: FRAMEWORK FOR ORGANIZATIONAL
QUALITY
The Malcom Baldrige National Award
ISO
Evolution of Six Sigma
Comparison between Baldrige, ISO and Six Sigma

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17. Main references supporting the course
Additional references supporting the course
18. Other additional information
TOPIC 7: TOOLS AND TECHNIQUES FOR TOTAL
QUALITY
Tools for quality design
Tools for quality planning
Tools for quality improvement
TOPIC 8: QUALITY TEAMWORK
Importance of teams
Types of teams
Effective Teamwork criteria and roles of team members
Team process
TOPIC 9: EMPOWERMENT & MOTIVATION
Importance of empowerment
Principles of empowerment
Empowerment and theories of motivation
TOPIC 10: QUALITY LEADERSHIP
Perspective of leadership
The role of leaders in pursuing TQ
TOPIC 11: TQ AND ORGANIZATIONAL CHANGE
The importance of change Strategic Vs. Process change
Culture change & Elements of TQ culture
Changing Organizational culture for TQ
People roles in Organizational change
Common implementation mistakes & Sustaining TQ
1. Evans & Dean, 2008, TOTAL QUALITY: Management,
Organization & Strategy, 5th Edition, Thomson South-
Western
1. David &. Stanley, (2008), Quality Management: Introduction
to TQ Management for production, Processing and
Services, 4th Edition, Thomson South-Western
2. Thomas Foster, Managing Quality: An Integrative Approach,
2nd Edition, Prentice Hall
3. Manual Compilation (for internal circulation only)
Nil
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