Quality Management

Course Number: BUSADMIN 3540
Course Name: Quality Management (Online)
Course Description:    This course provides an understanding of the tools, language, and techniques used in the field of total quality management (TQM). The history of the quality movement, major tenets of the field, theorists and their philosophies, and the use of basic TQM tools are covered in this course. The course focus will be project based in a team environment.
Prerequisites:    BUSADMIN 2330 or AGINDUS 1500
Level: Undergraduate
Credits: 3
Format: Online
Program: Bachelor of Science in Business Administration
Bachelor of Science in Criminal Justice

Registration Instructions

NOTE: The information below is representative of the course and is subject to change.  The specific details of the course will be available in the Desire2Learn course instance for the course in which a student registers.

Additional Information

Learning Outcomes
Upon completion of this course, you should be able to

  • Develop an appreciation of quality management theory, principles, and practices.
  • Debate the contributions of leading quality management gurus, and describe their impact on the evolution of the study of quality management in organizations.
  • Apply the Malcolm Baldrige Award criteria for self-assessment.
  • Identify and meet the needs of internal/external customers.
  • Identify and apply the seven basic tools and the seven management planning tools used in Quality Management.
  • Implement quality improvement efforts using teams.
  • Differentiate between various quality improvement tools and practices for continuous improvement, including Six Sigma and Lean Production.
  • Develop strategies for organizational change and transformation.
  • Analyze processes and problems from a systems perspective.
  • Complete a team project in an efficient and effective manner.
  • Be aware of the unique vocabulary in the field of quality.

Unit Descriptions
Course Organization and Assignment Descriptions

Unit 1: Introduction and Definitions
Quality management can be defined as an all-encompassing institutional approach to defining and understanding customer needs and perceptions, and incorporating this knowledge to drive continuous improvement efforts that add value to the customer while refining an organization’s operational capacity to better achieve corporate mission. As such, Quality Management must include people, processes, equipment and the environment.

Upon completion of this unit, you should be able to

  • Discuss what Quality is.
  • Understand the historical perspectives of Quality Management.
  • Understand the concept of Total Quality Management and how this relates to other aspects of Quality Management.
  • Explain the key elements of Total Quality Management.
  • Describe the differences and similarities between Total Quality Management and Traditional approaches to management.
  • Discuss the life and works of Quality pioneers Deming, Juran, Crosby, and others, and explain the impact that their contribution has had to the study and interpretation of Quality Management.

Unit 2: Tools Used in Quality Management

In order to chart a path of improvement for an organization, it is important to look to historical data available on various processes and to use this as a baseline upon which future performance measures and targets are derived. Documenting and mapping an organization’s current process enables personnel to pinpoint areas in which the organization is efficient, and also pinpoints those areas in which there is room for improvement.

Upon completion of this unit, you should be able to

  • Discuss the seven basic Total Quality Tools used in Quality Management.
  • Discuss the new Seven Management and Planning Tools.
  • Understand the value of effective workplace teams.
  • Apply consensus-building techniques in team situations.
  • Discuss and apply strategic management techniques in diverse workplace situations.

Unit 3: Quality Management Philosophers and Leadership

As for any other body of knowledge, the history of quality management has been shaped to a great extent by the writings, research and leadership of a number of persons. Lesson 7 provides an in depth their contribution to the body of knowledge of quality management and how their impact is still very much present in the conduct of continuous improvement efforts. Lesson 8 and 10 discusses Leadership and the personality traits that inspire people to follow certain people. This discussion is of great importance given that for many organizations, the quality of leadership determines or affects the level and type of change or innovation achieved through the organization’s personnel. Lesson 9 provides an introduction to Statistical Process Control as a tool for managing quality.

Upon completion of this unit, you should be able to

  • Name and discuss the contributions of major quality “philosophers” or “gurus” that have been instrumental in defining quality management over the past century.
  • Compare and contrast the contributions of Deming, Crosby, Juran, and Ishikawa.
  • Identify and describe the role of leadership in driving change within organizations.
  • Apply the lessons of leadership within the context of your work and social life.
  • Critically assess a leadership scenario and identify the pertinent theories.
  • Differentiate between leadership and management and be able to express an understanding of the processes, practices, and purposes of leadership.
  • Describe the Belbin Teamwork System.
  • Discuss how an understanding of Belbin’s nine team roles helps teams become more productive.
  • Understand the basics of Statistical Process Control.

Unit 4: Techniques for Continuous Improvement

During Unit 4, you will be introduced to a number of widely used methods for continuous improvement of processes. These include Lean manufacturing, Six Sigma and more recently, Lean Six Sigma. An understanding of the use of these methods is vital to the successful adoption and implementation of systems that support an organization’s mission and vision, by providing it with the means to achieve its objectives while utilizing its resources more efficiently. We will also go into a discussion of ISO certification and the importance of gaining such certifications.

Upon completion of this unit, you should be able to

  • Discuss the rational for the emphasis on Continuous Improvement.
  • Describe the key elements of Lean, Six Sigma, and Lean Six Sigma.
  • Discuss the concepts of DMAIC and DMADV.
  • Understand and apply the concept of KAIZEN.
  • Discuss the concept of waste as it applies to lean manufacturing.
  • Discuss the importance of gaining ISO quality certification.

Unit 5: Control and Sustainability of Quality Management Processes

The last unit of the course goes into a discussion of the concept of benchmarking and why organizations need to know the importance of benchmarking their processes and operations, as well as knowing how to benchmark. If properly conducted, the results of an organization’s benchmarking efforts can lead to increased efficiencies through incorporating best practices, and implementing the use of performance measures and indicators that are best in industry. Lesson 15 also goes into a discussion of the Malcolm Baldrige National Quality Award – its mission, and role in driving higher standards of quality in various industries and finally, we will discuss the process of implementing a Total Quality Management system.

Upon completion of this unit, you should be able to

  • Discuss the history, and advantages of the Malcolm Baldrige National Quality Award.
  • Discuss the role of benchmarking in quality management.
  • Discuss the rationale for seeking change in the operations of an organization.
  • Analyze alternative approaches to the implementation of Total Quality Management.
  • Develop a logical “road map” for implementation of a Total Quality Management system.

Grading Criteria for Activities

Assignment   Total
1. Project Teams   50%
Team Evaluation 70%  
Instruction Evaluation 20%  
Self-Evaluation 10%  
2. Content Team Activities   30%
Content Team Activities 40%  
Team Evaluations 60%  
3. Discussions & Individual Assignments   20%
Written Assignment 40%  
Discussions 60%  
Total:   100%

Grading Scale

A 89% - 100%
B 80% - 89%
C 70% - 79%
D 60% - 69%
F 0% - 59%