Colegio de San Juan de Letran

College of Business Administration and Accountancy Operations Management Area BSBA Major in Operations Management 1ST Semester, Annual Year 2012 - 2013

Course Code: QMS Course Title: QUALITY MANAGEMENT SYSTEM Course Prerequisite: Mgt 301 Operations Management Course Description: marketing, administration, and development of Course Rationale: This course is for students seeking a comprehensive introduction to TQM. The course is multi disciplinary and includes elements relating to design of services (products) and processes, organizational behavior, operations management, problem solving methods, organizational statistical applications for service organizations and manufacturing. Topics include evolution of theory; TQM models, tools, and techniques; TQM teams; production of graphs and charts; strategies for meeting customer expectations; benchmarking; and comparison of TQM applications. In the mid-1980s and early 1990s, many businesses and organizations were squeezed by global competition and increasing customer expectations where customers demanded quality in both products and services and would not hesitate to take their business to those firms that were mindful of these expectations. Founded on the three principles of customer focus, process focus, and people focus, this approach took account of the entire organization integrated around a strategic quality plan-a proactive plan for meeting and exceeding customer expectations. In the last 15 years, quality management has become integrated into the practices of manifold firms. Given the pervasiveness of TQM implementation, firms no longer make a big show of implementing quality programs; they just do it! TQM itself has evolved and broadened to include such keywords as the learning organization and knowledge management. In short, to meet the demands of today's customers, it is crucial that every firm adopt an integrative view of its processes as captured by the framework of TQM. Course Credit: 3 units General Objectives: At the end of the course, the students are expected to have gained on the basics of total quality management and insights how to implement a sustainable quality program in the organization. Specific Objectives: Specifically, students are expected to achieve the following: 1. Cognitive Domain 1.1 Develop analytical, both technical and managerial, skills and frameworks for approaches to quality management problems. 1.2 Understanding of the concept of quality in products and services, customer satisfaction, understanding of quality initiatives such as ISO 9000. 2. Affective Domain:
Revised and Updated by:
Ma. Luisa C. Porciuncula

Endorsed by (Area Chair):

AGATON DR. MARY ROSLEEN

Approved by (Dean):
CASTRO-CABRAL DR. CRISTINA

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Date:

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Date:

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Affirm the importance of the course in the success of the business and nation building as a whole. Appreciate the elements of a Quality system such as the terms, definitions, philosophy and strategies for implementation. Reflect critically on various philosophies, theories, methods and systems including quality accreditation/certification requirements

3. Psychomotor Domain: 3.1 Apply the theories and concepts with the use of case studies relating to total quality management. 3.2 Use skills building and conceptual frameworks for quality control through readings, class discussions, assignments, term project, lectures, and case analyses. 3.3 Apply ISO certification standards to TQM initiative. Course Outline: Values Integr ation Quality way of life Quality decision Leadership Creativeness indecision making Describe how leadership relates to strategic planning. Explain the importance of customer oriented organization towards excellence. III. Leadership and Strategic Planning IV. Focusing on Customer Customer oriented Value the customer satisfaction Lecture /discussion Group dynamics/ PowerPoint presentation Video Clips Recitation Quiz Homework/Re search works Case Study Explain the impact of the key workforce-focused practices for performance excellence. V. High Performance Workforce Management Accuracy Productiveness Lecture /discussion Group PowerPoint presentation Recitation Quiz Homework/Re 7th-8th week Applied tools and techniques in class exercises. 4th- 6th week Applied strategies and approaches in class exercises. Strategies/ Teaching Methodology Lecture /discussion Time Instructional Materials PowerPoint presentation Video clips Evaluation Recitation Quiz Homework/Re search works 1st-3rd week Fr am e Expected output Discussed basic concepts and constructs in TQM.

Specific Objectives Discuss basic concepts, philosophies and importance of quality and performance. Provide an overview of the key principles that support quality and performance excellence.

Subject Matter I. Introduction to Quality and Performance Excellence II. Philosophies Frameworks Organizational Quality and for

Describe process management and its key activities. Illustrate the application of a variety of tools for process improvement.

VI. Process Management

Oder and Simplicity

dynamics/ Brainstorming Boardwork seatwork Groupings for case analysis

Case Problem Video Clips

search works

MIDTERM EXAMINATION 9th week Explain the importance performance excellence. of VII. Performance Measurement, building, and Sustaining Performance Excellence (ISO, Baldrige, EFQM & Sigma) IX. Seven Major Quality Tools for Improvement Explore how organizations build a strong quality culture, sustain performance, and continually improve organizational effectiveness. Apply the TQM concept business case analysis. in X. Design for quality and Product Excellence XI. Presentation of Case Analyses Applying Quality Management Principles, Quality Tools and ISO 9001 Standards Creativeness in wise decision making Value towards quality management system Time and resource management Lecture/ Discussion and case study Boardwork Seatwork Brainstorming Case Study Situational analysis Lecture/ discussion Boardwork seatwork Brainstorming Situational analysis Video presentation Power point presentation / handouts Quiz / seat work Case Study Case Presentation 14th- 17th week Illustrated how TQM perspectives on organizational change relate to organization theory. Presented the actual company audited by each group using TQM concepts. Power point presentation / handouts Video tutorial presentation Quiz reaction paper graded recitation 10th- 13th week Showed appreciation on the importance of quality teamwork. Discussed examples of firms practicing employee engagement.

Discuss how to build and sustain performance excellence. Explain and apply the quality tools.

Exercise the managerial skills in decision making. FINAL EXAMINATION 18 th week

Grading System: Midterm Grade n = AQ (30%) + CS (10%) +LT (20%) + MX (40%) Pre-Final Grade = AQ (30%) + CS (10%) +LT (20%) + MX (40%) Final Grade = MG + PFG 2
Notes: Grade computation may vary Notes: according to course (i.e, ACCOUNTANCY) Passing is 60% for may vary Grade computation General Education courses and 60% for major according to course (i.e, ACCOUNTANCY) courses Passing is 50% for General Composition of for major Education courses and 60% class standing may vary courses according to the requirement of specific course/subject. of class standing Composition may vary according to the requirement of specific course/subject.

Computation of Average Quizzes (AQ): (Passing is 60% of the total raw score) Based from the new transmutation table Composition of Class Standing (CS): a. Chapter Test b. Recitation c. Research works d. Homework e. Group activities f. Presentation of Case Analysis g. Project Based Learning : Company unit/department Audit Textbook:

Evans, James & Lindsay, William M. Understanding Total Quality Management. Singapore:Cengage Learning Asia Pte.Ltd, c 2011.

Reference: Besterfield, Dale, et.al., Total Quality Management, Pearson Education, Inc. 2003.

Evans, James. Total Quality Management, Organization, and Strategy. Thomson, 4th Ed., 2007. Evans, James. Quality and Performance Excellence. Cengage Learning, 5th Ed., 2009. Ramasamy, Subburaj. Total Quality Management. Mc Graw Hill Publishing Company. C2005

S. Kumar, Total Quality Management, Firewall Media, 2006 Summer, Donna. Quality Management. New Jersey, Inc, 2nd ed., 2009 http://ebsco.com www.ssqmi.com/9001-Lead.html www.tourism.bilkent.edu.tr/.../Total%20Quality%20Management.doc www.qualitygurus.com www.businessballs.com/.../total_quality_management_TQM.pdf www.hotel qms.com/