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United Arab Emirates University Faculty of Business and Economics

COURSE OUTLINE - MBA

MGMT 691: TOTAL QUALITY MANAGEMENT Spring 2012

INSTRUCTOR: Dr. Younes Hamdouch

Office: Jimi, FBE Building, Room 029

Telephone: 713-3332

E-mail: younes.hamdouch@uaeu.ac.ae

CLASS TIME & LOCATION: M & W, 20 May – 14 June, 2012

Maqam Campus, Building 80, Room 129,

5.00-9.30 pm

TEXTBOOK:

Foster, S.T., Managing Quality – Integrating the Supply Chain, Third Edition, Pearson/Prentice Hall

Inc., USA, 2007

This textbook will be used as a reference work. Main course materials are derived from ppt

presentations and exercises /cases discussed in class.

COURSE DESCRIPTION

This course emphasizes the importance of quality and excellence in today’s organizations. It reviews

the history of quality and examines the wide variety of concepts, tools and techniques for managing,

controlling and improving, quality. Topics covered include the philosophy and practice of Total

Quality Management (TQM), quality certificates such as ISO, Six Sigma, quality awards, quality

costs, quality tools and quality assurance.

COURSE OBJECTIVES

The main purpose of this course is to present quality management principles and tools along the

three spheres of quality: quality management, quality assurance, and quality control. The course

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aims to provide a broad overview of product and service quality measurement and tools to prepare

for later discussions and implementation of strategic performance frameworks such as the Malcolm

Baldrige National Quality Award or EFQM excellence model in MGMT 692. Participants will also

be able to use varying quality management software and interpret results.

LEARNING OUTCOMES On the completion of this course, participants will be able to:

outline varying definitions of quality management;

relate to international quality standards and award schemes,

design quality into the product, service, or process,

use (statistical) management tools for continuous improvement;

function within a six-sigma quality management framework,

conduct a servqual and gaps analysis to assess and improve service quality

TEACHING METHOD

The course will be conducted in an interactive manner with high student involvement. Students will

be encouraged to think critically and express their own views and perspectives during class lectures.

The learning objectives will be achieved through a combination of lectures, in class practice, case

analysis, a major term project, and an exam.

Each week I will post the lecture power points and/or practice problems on Blackboard. Please refer

to the class schedule for details.

PERFORMANCE EVALUATION

Team Project 40%

Team Project Presentation 20%

Final Exam 30%

Class Participation 10%

Team Project:

Participants will form teams (3-5 participants). Each team member is expected to

fully participate in the project in order to ensure to provide a fair and equitable grade

distribution to each team member. Each team is expected to allocate assignments

and manage their work on their own.

The project should analyze a quality improvement project related to an organization of one

of the team members (or team members can each chose their own organization to address a

combined set of quality improvement initiatives). Data must be collected and analyzed.

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A softcopy of your written report is due on Saturday 16 June. Your written project report

must be around 20-25 pages (1.5 spacing). A group assignment cover sheet is to be used,

and signed by all team members, outlining a clear, written indication of the contribution of

each team member to the report submission, i.e., by student name, exact contribution of each

member (percentage contribution) .

Your report must include evidence of collection of appropriate and relevant data, analysis of

the data employing appropriate techniques and/or quality management tools/frameworks,

recommendations for improvement; and implications for management.

The contents of the main body of the report should include the following sections:

Introduction

Detailed description of the company and problem situation

Core Section (problem definition and analysis/suggestion for analysis framework)

Conclusions

References (use Harvard style)

Team Project Presentation:

Each team will present their major term project to the class. Each team member

has to fully participate in the presentation. The team will present their project in

a 20 minute presentation, using PowerPoint (and handouts if appropriate).

Final Exam:

The final exam is purely exercise based and open book/open notes.

Class Participation:

Class participation is a factor in student's final grade. Grades for participation will be based

according to the following criteria:

A Actively participating in the class. Contributing to the discussion, raising relevant

points that illustrated comprehension and application of the readings.

B Actively present in class. Obviously listening and paying attention, however

participation in class is either minimal or no value added (i.e. not raising relevant

points, etc.)

C Present in class. Participation in class is minimal.

D Present in class, but not obviously engaged in the discussion .

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TENTATIVE CLASS SCHEDULE*

Week Session Topic Chapters

1 1 Introduction to the course

Understanding Quality Concepts Ch 1-2

What is Quality?

Product and Service Quality Dimensions

Differing Functional Perspectives on Quality

Design and Conformance Quality

The Three Spheres of Quality

Quality Theory and Quality Gurus

Quality Framework

2 Global supply chain quality / International Quality Standards Ch 3

Baldridge National Quality Award

Deming Prize

European Quality Award

Dubai Quality Award

ISO 9000:2008

The Voice of the Customer Ch 5, 7, 8

Customer –Relationship management

Segmenting customers and markets

The “Gaps” approach to Service Design

2 3 The Voice of the Customer Ch 5, 7, 8

The “Gaps” approach to Service Design

SERVQUAL

4 Quality and Innovation in Product and Service Design Ch 7

QFD (Quality Function Deployment)

Designing Quality Services Ch 8

Poka-Yoke

The Tools of Quality Ch 10

Process Maps

Check Sheets

Histograms

Scatter Plots

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TENTATIVE CLASS SCHEDULE*

Week Session Topic Chapters

3 5 The Tools of Quality (cont) Ch 10

Control Charts (later in second part)

Cause and Effect diagrams

Pareto Analysis

New tools:

o The Affinity Diagram

o Interrelationship Digraph

o Tree Diagram

o Prioritization Grid

o Matrix Diagram

o Process Decision Program Chart

6 Statistically Based Quality Improvement for Variables/Attributes Ch 12,13

X-bar and Range chart

P-chart

C-chart

U-chart

Process capability

Cp and Cpk

4 7 Six-Sigma Management and Tools Ch 14

DMAIC

Design for Six Sigma

Doing a quality audit (pp. 517-526) (**only these pages) Ch 16(**)

8 Final Exam (1.5 hours)

Major Term Project presentations

* The professor reserves the right to change this schedule as he sees appropriate during the course.

END OF COURSE OUTLINE