MGMT 3626 TOTAL QUALITY MANAGEMENT
Dr. Z. Radovilsky, Fall Quarter 1999
C O U R S E O U T L I N E
1. THE QUALITY SYSTEM
The importance of quality. Defining quality. Quality and Productivity. Quality in manufacturing and service organizations. Quality management philosophies: Deming, Juran, Crosby, Fegelbaum, Ishikawa. Chapters 1,2,3.
2. MANAGEMENT ISSUES IN QUALITY
Principles of total quality, foundation and elements of total quality management (TQM), How to implement a successful TQM program? Problems in implementing TQM. Chapter 4.
The importance of customer satisfaction and how to measure it. Leading practices of improving customer satisfaction. Chapter 5.
Employee involvement and empowerment. Suggestion systems. Training and Education. Participation and teamwork. Quality circles and self-managed teams. Developing successful teams. Chapters 7.
Tools for product and process design. The Taguchi Loss Function. Quality Function Deployment (QFD). Developing a House of Quality using Excel. QFD software. Quality design in services. Chapter 9.
Quality improvement and problem solving. Continuous improvement (Kaizen). Creative problem-solving methodology and tools for continuous quality improvement. Process of continuous improvement. Applying a software package for continuous improvement. Chapter 9.
Quality and operational performance data. Developing quality performance indicators. The cost of quality. Using Excel to analyze costs of quality. Quality costs in service organizations. Chapter 10.
Standards in quality. ISO 9000: structure, implementation and registration process. Perspectives on ISO 9000. QS-9000 standards. New developments in ISO 9000. Chapter 11.
3. TECHNICAL ISSUES IN QUALITYQuality control practices in manufacturing. When, what, where, and how much to control. Capability studies: process capability and capability index. Applying a software program for capability studies. Quality control in service. Chapter 12.
The need for statistical process control (SPC). Control charts for variables. Interpreting patterns of control charts. Implementing SPC. Applying SPC software. Chapter 13.
Control charts for attributes. Creating control charts using Excel and SPC software. Special control charts for variables and attributes. Chapter 14.
COURSE OBJECTIVES
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present concepts and methods of the modern quality management systems including designing, planning, controlling, organizing, and continuously improving quality in both manufacturing and service organizations. |
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develop student skills of analyzing and improving quality by utilizing techniques and methods of total quality management and statistical process control. |
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J.R. Evans and W.M. Lindsay. The Management and Control of Quality. 4th Edition, South-Western College Publishing, 1999. |
SOFTWARE
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Will be presented during the class sessions. Software packages (programs) will be used for quality function deployment (QFD), continuous improvement, and statistical process control (SPC). |
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Good familiarity with Excel is a must. |
SCHEDULE
| Week | Week of | Topic | Chapter |
| 1 | September 23 | Introduction to Quality: Quality
in Manufacturing and Service Quality Management Philosophies Total Quality Management |
1,2 3 4 |
| 2 | September 30 | Customer Satisfaction Empowerment and Team Work |
5 7 |
| 3 | October 7 | Tools for Quality Design Process: The Taguchi Loss Function and Quality Function Deployment | 9 |
| 4 | October 14 | Tools for Process Improvement: Continuous Improvement | 9 |
| 5 | October 21 | Quality Measurement and Cost of Quality | 10 |
| 6 | October 28 | Midterm Exam (6:30-8:30) | |
| 7 | November 4 | Quality Standards: ISO 9000 and QS 9000 | 11 |
| 8 | November 11 | Quality Control and Capability Studies | 12 |
| 9 | November 18 | Control Charts for Variables Data | 13 |
| 10 | November 25 | Thanksgiving Day (University closed) | |
| 11 | December 2 | Control Charts for Attributes and Special Control Charts | 14 |
| 12 | December 9 | Final Exam (6:30-8:30) |
ASSIGNMENTS
| Week | Chapter | Assignment Recommended | Case Study Required | Due Date |
| 1 | 1 2 4 |
Read p.67-68 Disc. questions 8, 9,10 Disc. quest. 9, 12,15 |
TQM | September 30 |
| 2 | 5 7 |
Disc. quest. 2,3,9 Disc. quest 3, 12, 13 |
Customer Satisfaction | October 7 |
| 3 | 9 | Prob. 15, 16, 18 | QFD | October 14 |
| 4 | 9 | Prob. 11,12,13, 14 | Improvement | October 21 |
| 5 | 10 | Read p.501-503 Prob.6, 8, 10 |
Cost of Quality | November 4 |
| 7 | 11 | Review quest. 12,13,14 | --- | |
| 8 | 12 | 14, 18, 22 | Capability | November 18 |
| 9 | 13 | 8, 12, 16, 22, 32, 40, 42 | SPC | December 2 |
PROJECT
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The term project is due on December 2. The project requirements will be presented during the second week of classes. |
GENERAL INFORMATION
| CLASSROOM | RO 137 |
| TIME | Thursday, 6:30-10 p.m. |
| OFFICE | RO 235 |
| TELEPHONE | (510) 885-3302 |
| FAX | (510) 885-2165 (Dept. of Management and Finance) |
| zradovil@csuhayward.edu | |
| WEB PAGE | www.sbe.csuhayward.edu/~zradovil |
| OFFICE HOURS | Tuesday, Thursday 1:30-2 p.m., 5:30-6:30 p.m. |
GRADING SYSTEM
The final grade in the course will be based on the maximum of 500 points with the following breakdown:
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Case studies handed in, 40 points maximum each for a total of 200 points (the best five cases will be added to the final score). |
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Term project, 100 points maximum. |
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Two examinations (midterm and final), 100 points maximum each for a total of 200 points. |
The final grades will be as following:
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"A"--450 points and up |
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"A-"--435-449 points |
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"B+"--420-434 points |
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"B"--400-419 points |
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"B-"--385-399 points |
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"C+"--370-384 points |
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"C"--350-369 points |
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"C-"--335-349 points |