MGMT 6526 QUALITY MANAGEMENT
Dr. Z. Radovilsky, Fall Quarter 2001
C O U R S E O U T L I N E
COURSE CONTENTS
Quality System
The importance of quality. Defining quality. Quality in manufacturing and service organizations. Principles of total quality, foundation and elements of total quality management (TQM), current situation and future development of TQM. Results and pitfalls of TQM implementation. How to implement a successful TQM program? The Malcolm Baldrige National Quality award. Brief description of quality management philosophies (optional). Chapters 1, 2,3.
Management Issues in Quality
The importance of customer satisfaction and how to measure it. Leading practices of improving customer satisfaction. Using affinity diagram to cluster customer satisfaction factors and developing customer satisfaction questionnaire. Chapter 4.
Employee involvement and empowerment. Suggestion systems. Training and Education. Participation and teamwork. Quality circles and self-managed teams. Developing successful teams (optional). Chapters 6.
Process management and 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 (optional). Chapter 7.
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 8.
Standards in quality. ISO 9000: structure, implementation and registration process. Perspectives on ISO 9000. QS-9000 standards. New developments: ISO 9000:2000 and industry standards. Chapter 3.
Technical Issues in QualityQuality improvement and problem solving. Six-sigma metrics and implementing six-sigma. Continuous improvement (Kaizen). Creative problem-solving methodology and tools for continuous quality improvement. Process of continuous improvement. Applying modern software for continuous improvement. Chapter 10.
Quality control practices in manufacturing. When, what, where, and how much to control. Quality testing and inspection: acceptance testing. Statistical process control. Chapter 11.
Statistical analysis with Microsoft Excel (optional). Chapter 9.
Process capability and capability studies. Identifying and analyzing capability indexes. Applying a software program for capability studies. Chapter 9.
The need for statistical process control (SPC). Control charts for variables. Interpreting patterns of control charts. Implementing SPC. Applying SPC software. Special control charts for variables. Chapter 12.
Control charts for attributes. Creating control charts using Excel and SPC software. Special control charts for attributes. Chapter 12.
COURSE OBJECTIVES
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present the up-to-date concepts, methods, and applications of modern quality management 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 quality management and statistical process control. |
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J. R. Evans and W. M. Lindsay. The Management and Control of Quality. 5th Edition, South-Western Thomson Learning, 2002. |
SCHEDULE
| Week | Week of | Topic | Chapter |
| 2 | October 2 | Introduction to Quality Total Quality in Organizations Philosophies and Frameworks: The Malcolm Baldrige National Quality Award |
1 2 3 |
| 3 | October 9 | Focusing on Customers Empowerment and Team Work |
4 6 |
| 4 | October 16 | Tools for Process Management: Taguchi Loss Function and Quality Function Deployment | 7 |
| 5 | October 23 | Quality Measurements and Cost of Quality | 8 |
| 6 | October 30 | Quality Improvement: Six-Sigma and Continuous Improvement | 10 |
| 7 | November 6 | Midterm Exam | |
| 8 | November 13 | Quality Standards: ISO 9000 and QS 9000 | 3 |
| 9 | November 20 | Quality Control
Capability Studies |
11
9 |
| 10 | November 27 | Control Charts for Variables
Special Control Charts for Variables |
12 |
| 11 | December 4 | Control Charts for Attributes
Advanced Control Charts |
12 |
| 12 | December 11 | Final Exam |
REQUIRED ASSIGNMENTS
The case studies will be presented by the instructor during the class sessions.
| Case Study | Due Date |
| Total Quality Management | October 9 |
| Customer Satisfaction | October 16 |
| Quality Function Deployment | October 23 |
| Cost of Quality | October 30 |
| Quality Improvement | November 13 |
| Capability Studies | November 27 |
| Control Charts | December 4 |
PROJECT
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The term project is due on December 4. The project requirements will be presented during the second class. |
GENERAL INFORMATION
| Classroom | MB 2091 |
| Time | Tuesday 6:30-10:00 p.m. |
| Office | RO 235 |
| Telephone | (510) 885-3302 |
| 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 five best case scores 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 |