OBJECTIVES
The objectives of this course are to:
Students will be able to identify and solve typical problems encountered in the managing quality of products and services.
a. Students will be able to apply traditional quality control techniques, such as inspection sampling.
b. Students will understand and be able to apply concepts of Statistical Process Control (SPC), Total Quality Management (TQM) and the up to date quality philosophies expressed by consultants such as Philip B. Crosby, W. Edwards Deming and others.
c. Students will understand issues involved in national quality programs such as the Deming program in Japan and the Baldrige program in the United States.
d. Students will understand global aspects of quality management including the ISO-9000 requirements.
Learning Outcomes - On completion of the subject, students should be able to:
- Develop an understanding of the complex issues surrounding quality.
- Use systematic approaches in assessing Quality capability of organizations.
- Apply process improvement tools to redesign an organization process.
- Develop skills in the design and implementation of an effective Quality management system.
Competences:
- Critical Thinking.
- Basic theoretical knowledge of the subject.
- Development of written and oral communication skills.
- Development of Qulaity management skills.
- Problem-solving skills.
- Teamwork.
- Persistence
- Intrapersonal knowledge and development.
- Interpersonal skills.
- Cross-cultural skills.
- Creativity.
- A search for quality excellence.
- Self Motivation.
- Generative learning.
Agenda Sessions and Course Syllabus
WEEK CHAPTER TOPIC(S)
1 1 Introduction to Quality
2 2 Total Quality in Organizations
3 3 Philosophies and Frameworks
4 4 Focusing on Customers
5 5 Leadership and Strategic Planning
6 6 Human Resource Practices
7 7 Process Management and Supply Chain issues
Mattel case
8 8 Performance Management and Strategic Information Management
9 9 Statistical Thinking and Applications
10 10 Quality Improvement and Six Sigma
Maple case
11 11 Quality Control and ISO 9000
Com Dev Xian case
12 12 Statistical Process Control (SPC)
13 13 Reliability and quality costs
Brentwood trucking company
14 14 Building and Sustaining Total Quality Organizations
Longhi case
15 - Special assignment (TBD)
Methodology
The course is oriented towards individual and group learning. We will use:
- Case Discussion. The case method is being used in business schools to enhance the learning process in managerial training. The cases have been chosen for its relationship to the core issues on the Quality management course. The students are expected to prepare deeply and participate actively in class discussions. However, read and prepare is not enough, students are required to contribute with interventions in group and plenary sessions. Finally, as a reminder, the learning process under the case method requires active participation and deep discussion.
- Conceptual class discussions. The objective is to present and discuss collectively the conceptual frameworks and tools that build the core of the course. I will facilitate the process of discussion and will remark the key concepts and lessons. However, each student is responsible for formulating his/her own synthesis building upon the conceptual readings, class attendance, class participation and class discussion. For a proper follow up of the course the students must read and prepare the assigned readings before classes. The content of the course is structured in sequence, being each session a base for the next one. Accordingly, it is very important that students prepare each session and attend classes.
REQUIREMENTS, EXPECTATIONS, AND ASSESSMENT
Since this class is, in effect, an attempt to practice organizational skills, I expect you to treat this course like you would a job. As the manager of this class, I assume that the people I am working with are punctual, good, hard-working, respectful and intelligent people who are capable of meeting the requirements of this job.
EVALUATION
The Course grade will be based on the following point breakdown:
1. 12% Active assistance: This grade is based on the participation of the students at class as well as their continuous attendance. Teamwork competence on simulation games will also be taken on consideration.
2. 25% Individual grade based on Midterm exam (multiple choice test, writing questions and problems)
3. 35% Individual grade based on Second Midterm or Final exam (to whom didn't pass the Midterm) (both multiple choice test, writing questions and problems). In this second case, it will be 60% of the grade.
4. 28% Group and Individual grade based on different task types:
a. Assignments, take-home & in class exercises,
b. Take-home & in class activities, Readings, Visits report, Presentations, etc
c. Performance in task completion (delivering on time, effectiveness, efficiency)
d. Quality of final deliverable (rigor of methodology, validity of results, accuracy of analysis, synthesis in conclusions, appropriateness of recommendations, on time delivery, ability to communicate key messages in a formal oral presentation)
e. Teamwork (ability to work effectively and efficiently as a team throughout the process)
Prerequisite to perform the final math calculation to obtain the final grade is to have a minimum of 4/10 on the midterms or the final exam and a minimum of 5/10 in the other parts.
- Exams policy
1. You will attend with following equipment and this equipment only:
 Pen or pencil- black or blue colour
 Standard non-programmable calculators.==> Please don't forget!!!
Any other kind of equipment, including smart devices like glasses, watches phones, etc, will be dropped off in the indicate location by the teacher
2. Student will have all necessary space for calculations inside the exam form, no need to ask for spare sheets.
3. If you bring a pencil case or similar, teacher will open and examine it.
4. The teacher will allocate you inside the exam classroom. Please drop everything on the indicate location and wait to be seated.
5. Once the exam starts, the teacher will be the unique person allowed to speak, it's not a chat, is a classroom. Student will raise the hand and the teacher will approach him/her if the question period is still open. For example, if you need a correcting device, don't ask to another student, raise your hand and the teacher will approach to you.
6. It will be a 15 minutes period only to take individual questions about the exam. Once this time elapsed no further questions will be allowed.
7. There won´t be any WC breaks at all, procure to have all your business complete prior to the exam. If you leave the room, you need to deliver your exam to the teacher.
8. Any attempt of cheating will be punished as if it would have succeed, be prepared to earn a failing final grade for the course if such thing happens.
- Revision Date
Approximately two weeks after each exam you can ask for revision, please consider that this one could be both ways, up and down.
RETAKE POLICY:
You would be able to attend a retake exam (multiple choice test, writing questions and problems) if you have at least 5 on both Active assistance and Group and Individual task.
Anyway, retake and subject grade will not be higher than 5
Readings:
In addition to the cases we will be discussing in class, I will provide you with a number of readings from time to time. Additional readings or assignments will be handed out in class. You may also be requested to search for particular readings in the library databases.
Course textbook
J.Evans, W.M. Lindsay, `The Management and Control of Quality,´ 5th Ed. 2002