SCHOOL OF TECHNOLOGY MANAGEMENT & LOGISTICS

UUM COLLEGE OF BUSINESS

UNIVERSITI UTARA MALAYSIA
BJMQ 3013: QUALITY MANAGEMENT
Objective
 Understand the basic concepts and principles related to Quality Management.
 Acquire knowledge about the repertoire of methods and techniques of Quality
 Make decisions based on the results obtained from the use of quality management
techniques.

REFERENCES:
Foster, S. Thomas (2013). Managing Quality: Integrating the Supply Chain. (5th Ed.). Edinburgh:
Pearson.
Summers ,Donna.(2005).Quality Management (2nd Edition) . New Jersey Pearson Education, Inc.
Evans ,J.R. & Lindsay ,W.M .,(2007). Quality and Performance Excellence: Management,
Organization, and Strategy(7th Ed.). South-Western Publisher.
Evans ,J.R .(2007). Quality and Performance Excellence: Management, Organization, and Strategy.
(5th Edition). South-Western Publisher.

COURSE CONTENT
1. Introduction to Quality - What is Quality?
1.1. Definition of quality
1.2. Differing functional perspective of quality
1.3. Other assumptions about quality
1.4. Concept of quality and competition

2. Development History Quality and Quality Standards

2.1. Quality theory
2.2. Dominant theory of quality
- W. Edward Deming
- Joseph M. Duran
- Kaoru Ishikawa
- Armand Feigenbaum
- Philip Crosby
- Genichi Taguchi

3. Quality Management Planning

3.1. Strategy content and process strategies
3.2. Leadership in quality
3.3. Quality and ethics
3.4. Quality and strategy
3.5. Quality development (Hoshin Kanri)
3.6 Will quality improve business?
4. Voice of Customers
4.1. The importance of the customer to business
4.2. What is the voice of the customer?
4.3. Customer Relationship Management
4.4. The ‘Gap’ approach
4.5. Segmenting customer and market
4.6. Collaboration between the customer and supplier strategies
4.7. Communication with customers
4.8. Obtain customer feedback actively
4.9. Getting feedback on passively
4.10. Managing customer retention and loyalty

5. Voice of Market
5.1. What is the meaning of the market voice?
5.2. Understand type of benchmarking
5.3. Usage of benchmarking
5.4. Best-in-class benchmark
5.5. Among the best in the benchmark
5.6. Benchmark business processes
5.7. Lead and manage the benchmarking effort
5.8. Baselining and re-engineering
5.9. Problems with benchmarking

6. Product Quality and Process Design

6.1. Designing products for quality
6.1.1 The process of designing
6.1.2 The Quality Function Deployment
6.2. Technology in the design
6.2.1 Method of prototype
6.2.2 Designing for durability
6.2.3 Design for the environment

7. Designing Quality Services

7.1. The difference between service and manufacturing
7.2. What is the customer service needed
7.3. SERVQUAL- analysis ‘GAP’
7.4. Design and improve services transactions

8. Quality Improvement Tools and System Improvement

8.1. ‘Plan-Do-Check-Act’ cycle
8.2. Basic quality tools
8.3. New improvement tools
8.4. Various improvement measurement tools

9. Statistical Process Control - Variables

9.1. Basic statistics
9.2. Process control charts
9.3. The concepts of control charts for variables
9.4. Process capability for variables
9.5. Other statistical techniques in Quality Management
10. Statistical Process Control - Attributes
10.1. Types of data
10.2. Understand the control chart for attribute data
10.3. Preparing and interpreting the control chart.
10.4. Selecting the right control chart

11. Total Quality Management and Quality Teams

11.1. Team leader for quality improvement
11.2. Types of team
11.3. Team implementation

Assessment Methods and Types:

Final Exam 40%
Assignment 60%
Group Assignment 25%
Individual Assignment 15%
Assessment 1 10%
Assessment 2 10%