UUM COLLEGE OF BUSINESS

UNIVERSITI UTARA MALAYSIA

No. Information on Course

1. Course Name : QUALITY MANAGEMENT

2. Course Code: BJMQ3013

3. Name(s) of Academic Staff:
 DR. ROSMAN BIN ITENG

4. Objective(s) of Course :
After completing this course, students should be able to:
i. understand the basic concepts and principles related to Quality
Management.
ii. acquire knowledge about the repertoire of methods and techniques of
Quality
iii. make decisions based on the results obtained from the use of quality
management techniques
5. Course Learning Outcomes:
Upon completion of the course, students are able to
1. define the concepts and techniques of quality management (C1).

2. explain the importance of quality in the organization (C2, A3, P2).

3. Analyze current issues related to quality management (C4).

4. Evaluate related business problems using the techniques learned in the quality
(C5).
6. Transferable Skills:
Practical Skill, Communication, leadership and teamwork, Problem solving, and lifelong
learning.

1

Identify assumptions about the quality differences? Week 1. Development History Quality and Quality Standards 2. Variance function of the quality 1.15%.Quiz 2 – 10% .2.4. Strategy Content and Process strategies 3. For the assessment strategy it is a continuous assessment.6. Dominant Theory of Quality .5.Kaoru Ishikawa .3. Examination – 40% (Final Examination) TOPIC WEEK 1. Project and case studies. Edward Deming . interpretation of findings and how to convey the inference that has been made.5.Genichi Taguchi 3.4.Armand Feigenbaum . Will help improve the quality of business decisions 2 . Quality and Strategy 3.Assignment 2 – Problem solving and presentation 25%.W. Quality Management Planning 3. Student Centred Learning. 8. This course emphasizes how the data can help us make better decisions. applications and assumptions of each technique.3.2. Coursework – 60% . Quality Theory Week 3 2. Quality and Ethics 3. Assessment Methods and Types: 10. Quality and Competition 2. Duran . Teaching-learning and assessment strategy: Mixed method between teacher-centred and student-centred. Quality Development (Hoshin Kanri) 3.1. Quality Concept 1.Quiz 1 – 10% .Joseph M. 2 1. Introduction To Quality What is Quality? 1. 7. .Assignment 1 – Individual .2. Leadership in Quality Week 4 3. Mode of Delivery: Traditional Lectures. 9. Other assumptions about Quality 1. Synopsis: The aims of this course are to expose students to the quality management in making the business aspect and emphasize the impact of data analysis to reduce uncertainties. in accordance with the data analysis.1.Philip Crosby .1.

Towards importance of the customer Week 5 & 6 4. Collaboration between the customer and supplier strategies 4. Getting feedback on passive 4.7.4.2.1. Appreciate the brightest design 5.Method of Prototype . Managing Customer Retention 4.Designing for durability .The process of designing . Problem with Benchmarking 6.1. Managing Client Control System 4. Voice of Customers 4. Among the best in the benchmark 5.9.1.analysis ‘GAP’ 7. Designing Quality Services 7.11.1. Quality Improvement Tools and System Improvement 8.4. Seven improvement tool 8.4. Ishikawa quality tools 8.9. SERVQUAL.2. Design and Repair services transactions 8. Voice of Market 5. The difference between service and manufacturing Week 9 7.1.5. ‘Plan-Do-Check-Act’ cycle Week 10 8.7. What is the customer service needed 7.Design for the environment 7.6. Management in filling vacancies 4.3.8. Line the base and re-engineering 5. What is the voice of the customer 4. Various improvement measurement tools 3 . Benchmark business processes 5. Communication with customers 4.8. Product quality and process design 6.3.3. Lead and manage the benchmarking 5.6.2. What is the meaning of the market voice? Week 7 5.2. Customer Relationship Management 4. Obtain Customer Feedback actively 4. Design of products for quality Week 8 . Best-in-class benchmark 5. Technology in the design . Separating customer and market 4.4.4.5.12. Usage of Benchmarking 5.2.3. Understand how deeply through benchmark 5.10.Uses Quality Function Deployment 6.

and Strategy(7th Ed.J. South-Western Publisher . New Jersey Pearson Education.).(5th Edition).S .4. Process control charts 9.E. S.W. Goetsch. Evans .M . New Jersey Pearson Education. Additional References: Summers .D. Inc.V. E. England.R. & Neubauer . Introduction to Total Quality( 6th Ed. Organization. Process Quality Control: Troubleshooting And Interpretation of Data. Group leader for its improved quality Week 14 11.Total Quality Management and quality teams 11. Ott . Evans .Donna.D. Inc.Quality Management (2nd Edition) .. 10. South-Western Publisher .(2009) .3. 4 . Type of groups 11.4.2.D.Variables 9. Basic Statistics Week 11 & 12 9.3.Quality Management for Organizational Excellence.Statistical Process Control .9. &Davis .Attributes 10. (2005). Preparing and interpreting the control chart. Group implementation Main References: Foster.T (2017).(2007).3. The concepts of control charts for variables 9.1. Type of data Week 13 10.R.(2005).(2007). Organization. Process capability for variables 9. Quality and Performance Excellence: Management.J. Selecting the right control chart 11. and Strategy .R . Edinburgh. Understand the control chart for attribute data 10. Statistical Process Control ..Schilling . Quality and Performance Excellence: Management.(4th edition) . Quality Management Integrating the Supply Chain (6th Edition).ASQ Press .1.5.2.). Other Statistical Techniques in Quality Management 10.2.& Lindsay .1.