TOTAL QUALITY MANAGEMENT

Type of Course: Lecture Year: Elective Semester: Spring Credits: 3(3+0) Instructor: Associate Professor.Dr.Yldz Y.Gzey, PhD

Objective:The aim of the Total Quality Management is to introduce the students to the main issues in Total Quality Management. Students learn the basic quality concepts and techniques of total quality management.

Contents: Introduction, Total Quality in Organizations, Philosophies and Frameworks, focusing on Customers, Leadership and Strategic Planning, Human Resource Practices, Process Management, Strategic Information Management, Statistical Thinking and Analysis, Quality Improvement, Quality Control, Fundamentals of Statistical Process Control, Building and Sustaining Total Quality.

Recommended Reading: AT&Ts Total Quality Approach,AT&T Corporate Quality Office (1992),6. Purdue Excellence 21, http://ex21.tech.purdue.edu Bill Clinton,Putting People First, Journal for Quality Participation(October/November1992),10-12

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Teaching Methods: Case, Classroom Discussion Assesment tools: Homeworks, One midterm exams, term project, final exam Instruction Language: English

PART 1 - THE QUALITY SYSTEM 1 Introduction to Quality 2 The Management System 3 Philosophies and Frameworks

PART 2 - THE MANAGEMENT SYSTEM 4 Focusing on Customers 5 Leadership and Strategic Planning 6 Human Resource Practices 7 Process Management 8 Measurement and Strategic Information Management

PART 3 - TECHNICAL ISSUES IN QUALITY 9 Statistical Thinking and Applications 10 Quality Improvement 11 Quality Control 12 Statistical Process Control 13 Reliability

PART 4 - THE QUALITY ORGANIZATION 14 Building and Sustaining Total Quality Organizations