De La Salle University - Manila RVR College of Business Decision Sciences and Innovations Department Course Code: QUALMAN Course Tit Quality Management Pre-requisite: Elementary Statistics, Basic Management Termand Year: 1°-Term, AY2014-15 Faculty: E-mail: COURSE SYLLABUS 1. Description Quality is currently defined as the totality of features and characteristics of a product andlor service that bears on its ability to satisfy stated or implied needs. This definition has evolved over time, and has been understood and interpreted differently by different people—-depending on their respective roles in the value-chain. It has become a key competency by which companies can largely derive competitive advantage. Achieving, sustaining, and improving quality goods and/or services are fun- damental for any organization desiring to survive in the highly competitive global marketplace; and just like any other organizational processes/ resources, it has to be managed properly. This course will introduce the students to the field of Quality Management, which has evolved from Total Quality Management (TQM) of the 1990s, considered by many as assurance to long-term or- ganizational success through Customer satisfaction. It is aimed at introducing the students to the var- ious quality philosophies, concepts, principles, proven methodologies, and basic tools and tech- niques being used by successful global organizations. 2. Desired Learning Results By the end of the course, the students should be able to properly: (Expected La-Sallian Graduate Attributes") * Apply the scientific process in tackling QUALITY-related problems/ opportunities. “Critical | * Apply the TQM tools, particularly the basic seven (7) by describing each of them, jus- and (Systems) | _ tifying when to use them, citing step-by-step procedures involve, analyzing the re- ‘Thinker sults obtained, and stipulating other pertinent considerations. Appreciate the dynamic nature of business systems, and relate the implications of arrived-at solution(s), to the rest of the organization/ system in a holistic manner. * Understand! accept the Sustainable Development concept as may be applicable to Quality Management i.e., the need to balance economic, social, and environmental performances! gains. + Identify realife applications of the TQM tools! techniques discussed in the course: *Social giving importance to implement-abilty of solutions over theoretical exposition! show- casing Catalyst ‘+ Understand the importance of collaboration through group work, in arriving at effective solution(s) to particular quality-improvement initiatives. + Work as a team, and collectively undertake, report, present and defend a quality. improvement project (QIP) in accordance with established Group-activity Guide- lines' (GAG). "The GAG wil be sowed bythe Leturer asa separate HandoutDLSU RVR-COB Syllabus for QUALMAN. | Page 2 of 4 * Appreciate the evolution of Quality Management by discussing significant milestones leading to its present-day stature, citing quality principles! approaches, quality-Gurus and their respective contributions to the global quality movement. += Explain the philosophies, concepts, principles behind: and the corresponding re- quirements and processes that will be involved when embarking on any ofthe ele- mental-approaches, TOM program, |SO-related Standards and Management Sys- tems, and Quality Excellence Model/ Quality Awards Appreciate the need to continually improve the qually of manufactured goods and! or services. ~ Deliver an “Elevator Speech” defining modem Quality Management, and its rele- vance to the formulation and execution of organizational competitive strategies. “Effective _| « Organize the results of a rea-lfe application qualty-improvement study into an effec- Communicator] tive business management report Present ideas and recommendations resulting from said study (and defend them) in a convincing and compelling manner. *Lifelong Learner inal Product/ Performance Upon completing the course, the student is expected to be able to’ 3.1. Identify a real-world quality-improvement (Ql) initiative, and undertake the required study using the tools/ techniques covered in the cours« 3.2, Prepare and submit a written report; and deliver and defend the corresponding presentation on how the identified QI initiative is to be conducted, using the most-appropriate tools/ techniques. that were discussed in the class—all in accordance with established guidelines. 3.3, Achieve an overall passing score in the various assessments stipulated in Sections 4 and 8, 4, Valid Assessment On the premise that the student has not violated any school policy, particularly on tardiness and ab- senteeism, his/her Grade will be computed using the grade components and their respective weights as stipulated in the table below: manu (Group Periormance™ (30%) individual paformanes (70%) Overall Group Acwvtes | Termaroject | Paricipaion” | MTExem | Final Bam Tora! Te Weight 15% 18% 20% 20% 30% 700% 5. Learning Activities 7 ‘Assignments! Date | Module Topics Particulars Pe arma, Weak |Caurse overview |» Leveling of expectations « Team Organization « Team loadarship and] Syllabus 1. and class gov- collaboration ¢ Seating arrangement « Other administrative matters. | Student Handbook ‘Definition of Quality # History and evolution of quality # Operations Quatity definition, | strategy and Quality # Productivity and Quality # Goods vs. Service « |» History of Quality history, and oper-| Goods-quality and its dimensions » Service-qualiy and its determinants |» Ref. 6.2, Ch 1-2. ations strategy. |» Cost of Quality « Quality Function Deployment (QFO). 2 Partjpants wil be arganzed into Teams, and thet reqpectve performances willbe assessed in accordance withthe GAG. 2 Includes Quizzes, Assignments, Recitation, ttendance te. To faeiate the conduct of lctres and group-activiies, Powerpoint Slides wil be sed hence, he need for a compatible Projector RE: 5/21/201412:11:57 PMDLSU RVR-COB Syllabus for QUALMAN. | Page 3 of 4 Week 7 Group Presentation Wt 2 avaliy Manage- | Elemental Approach and the Quality Gurus « Total Quay Manage. +Ref. 62, Ch ment Approach- Jment TQM) « Management Systems and Standards (SO, QMS, | “Handou's RHE. OSHAS etc.) * Quality Excellence Models/ Quality Awards: Malcolm Balridge National Quality Awards (MBNQA), European Foundation for Quality Model (EFOM) etc.) "Quality Gurus [Elemental Ap- | Continuous improvement and PDCAs Six sigma and DMAIC * Em- proach and the | ployee empowerment « Benchmarking « Just-in-time (JIT) # Taguchi [Quality Gurus | concepts # Knowledge of TOM tools. Week = Quiz #1 3 [TOM approach | Consolidation of the elemental and guru approaches. Ref. 6.2, Ch6 Handouts Basic (Seven) | « Check sheets « Scatter diagrams « Cause and effect diagrams # Pa. | The basic seven Tools of TOM | rato charts « Flowcharis « Histograms « Process Control Charts, Week | New (Seven) ‘Affiity diagram « Relations diagram Tree diagram e Matrix dlagram |» Handouts 4 ‘Matrix data analysis « Arrow diagram * POP chart. ‘The new tools Planning Tools, Quality Improve- ment Process + A generic quality improvement process « The 10-step QIP process, Week JControl Chart for Variables + Group Presentation #2. ‘*Roviow of probabilty and statistics ‘© X-Bar chart ¢ Range chart * Sample applications. "Ref. 6.2, Ch 6s Handouts Week Control Chart for Attrioutes Term-project Workshop = Quiz #2 ‘ p-chart e e-chart » Sample applications. ‘* Review of QIP process, PDCISA and DMAIC e Basic project man- agement © Templates and guidelines « Finalization of Term-project Charter "Ref, 6.2, Ch6s Handouts +GAG Week * Mid-term Examination ({-O-hour covering all lecture-topics discussed covered so far) 7 ‘= Presentation and Approval of Term-project Charter. Week [Process Capabil |» Process capabiliy study » Process capabilly ralios « Process capa |=Ref 62, chés a fiy bilty indices Handouts Weak ‘* Group Presentation #3 2 | Quality inspection| » Acceptance Inspection « Statistical Sampling * Operating characteris-|* Ref. 6.2, Ch 6s tic curve # Average outgoing limit # Producer's Risk ¢ Customer's Risk |+ Handouts, ‘* When and where to inspect « Inspection at source « Service industry inspection « Inspection of attributes vs. variables Week © Quiz #3 10 [Managing ser- | « Service Systems Typology and Frameworks * Service Gap Model« |» Handouts vice-quaiity From service-determinants to service-dimensions « Measuring service quality using SERVQUAL, Reliability and |. Availabilty + Reliability Redundancy « MTBF « Maintainabilty. "Ref. 62, Ch 17 Maintainabilty Week | Quality Manage- |» QMS and the ISO 8000 series, EMS and the ISO 14000 series =Ref 63 11 |ment Systems | OHSMS and the OHSAS 18000 series; Integrated Management System |*1SO 14000 JAnd Standards | (IMS), + OSHAS 18000 [Approach Week ~ Group Presentation #4 12 |Quality Excel | US’ Malcolm-Balridge National Quality Award (MBNQ) # EU's Europe- |» MBNA lence Models! | an Foundation for Quality Model (EFQM) « Philippines Quality Award |» EFQM Quality Awards | (Pa). =PQA [Approach Week Quiz #4 13 [Other tools and | Overall Equipment Service Effectiveness (OEE) as KPI for global | OEE techniques compatiiveness « Quality Factor e Avalabilly Factor « Performance [+ Handouts factor + Best Demonstrated Practice (BDP) « Monitoring and improving OEE. 721/208612:11:57 PMDLSU RVR-COB Syllabus for QUALMAN. | Page 4 of 4 Week ~ Final Examination (1 5-hours, covering all lecture topics) 14 * Presentation of Group Term Projects. 6, References 6.1 Quality Management for Organizational Excellence 7e; by Goetsch, Prentoe-Hall 2013; 6.2 Operations Management (Chaps 1, 2, 6, 6s & 17) 10e; by Heizer & Render, Pearson 2011; 6.3 1S0-9000 Quality Systems Handbook e-Book; by David Hoyle, Elsevier 2009; 64 Prof. Enriquez's e-Library of QM papers, templates and cases (web link will be provided); 65 Websites: American Society for Quality (ASQ); American Productivity and Quality Center (APQC); Euro- pean Foundation for Quality Management (EFQM); Juran Institute (Jl); Deming Institute (Dl); and Philip- pine Quality Awards (POA), 7 Classroom Policies 7.1 The Student is expected to comply with the school's policy as stipulated in the Student Hand- book, more particularly on absenteeism, tardiness, cheating and plagiarism. 7.2 Class-sessions will start and end on time as scheduled. Late-comers will be allowed to enter the room but must observe utmost quietness, so as not to disturb the on-going session 7.3 To enhance teamwork and facilitate the checking of attendance, a seating-arrangement will be enforced throughout the term i.¢., members of particular team will be seated adjacent to each other during lectures and group-activities. 7.4 Unexcused absences resulting to missed quizzes, exams and/ or no-show during group presenta- tions will automatically be given 70% of the lowest-score/ grade attained in that particular activity 7.5 The student's full attention is required during class session i-e., no talking will be allowed when the class is in session unless allowed by the Lecturer. All electronic gadgets (mobile phones, lap- tops, etc.) must be strictly turned-off when the class is already in session. 7.6 All students are required to register their respective e-mail addresses with the undersigned so they can be included in the class email directory. Email will be the basic communication medium outside of the classroom--subject to GAG's Email protocol 7.7 The student is expected to do his/ her share of the learning process i.e., by going through the as- signed pre-readings, coming fully-prepared for the class, paying close attention to, and actively partake in all class discussions/ activities. 8 Grading Scheme The established grading scheme of DLSU RVR-COB shall apply, as follows: ‘Ponts | Belowoo | 60-65 | s-71 | 72-77 | 78-2 | S489 | 00-05 | 96-100 Equivalnt 1 7 2 ual R 0 5 20 25 30 35 0 RE: 5/21/201412:11:57 PM