TO 750 Total Quality Management and Improvement
Note: The following provides a suggested course description, objectives, and an outline. These may be modified pending discussion with the Faculty Chairs, proposing faculty, and other curriculum reviewers.
Representative Course Description:
This course covers the complete field of modern total quality management. It provides the student with a historical overview and with a fundamental understanding of the subject including statistical thinking, the 7 basic tools, quality systems, managing operations for quality, product quality, process quality, customer satisfaction, the role of quality as a competitive tool, critical elements that differentiate high performing organizations from their competitors, the quality improvement process and how organizations deliver ever-improving value to customers, Poka-Yoke, Policy Deployment, Daily Work Management, Quality Function Deployment, Six Sigma, the psychology of quality, and managing people in a quality environment. The formalism of ISO 9000, the Malcolm Baldridge Award and the major quality awards is presented.
Representative Course Objectives:
This course will
- acquaint the students with quality foundations and relate them to management theory
- understand and be knowledgeable about the values and beliefs of key quality thought leaders worldwide
- provide a working knowledge of the core concepts, guidelines, and tools underlying the successful and continuous improvement of quality and competitiveness.
- enable students to become proficient in the tools and to determine what quality is from a customer's point of view
- develop an in-depth knowledge of criteria designed to help companies enhance their competitiveness through focus on dual, results-oriented goals: (1) delivery of ever-improving value to customers, resulting in marketplace success; and (2) improvement of overall company performance and capabilities
- develop the student's knowledge and skills so he/she will be able to implement a successful TQM program and lead an implementation of a modern quality system.
Representative Course Topical Areas:
- Introduction and TQM Overview
- Learning from the Quality Masters
- Psychology of Quality
- Statistical Thinking: 7 Quality Tools
- Metrics: P&R variables, 7 old tools
- More Statistical Thinking
- Benchmarking
- Customer Value
- Customer Satisfaction
- Product Quality
- Process Quality and Management
- Statistical Process Control
- Information Quality
- Supplier Quality
- Business Process Reengineering
- Policy Deployment
- Daily Work Management
- Quality Improvement
- Kaizen or Continuous Improvement
- Improvement Cycles and Improvement through Teams
- Tools
- Poka-Yoke
- Quality Function Deployment
- Six Sigma
- Control Charts and Process Capability
- ISO 9000
- Malcolm Baldrige Business Criteria for Performance Excellence
- MBNQA
- Deming Prize
Prerequisite Knowledge:
Familiarity (gained either through prior course work or industry experience) with marketing, business organization, accounting, and elementary statistics would be helpful.
