Honors 3354-1 Preparation for Business Studies: Fall 1999

Quality Management

Instructor: Dr. Don Wardell E-mail: MGTDGW@business.utah.edu

Office: KDGB 214 Home Page: www.business.utah.edu/~mgtdgw/
Phone: 585-5718

Office Hours: Tuesday and Thursday, 11:00-1:00, or by appointment

Text: Evans, J. R. and Dean, J. W. (2000), Total Quality: Management,

Organization and Strategy, Second Edition, Cincinnati: South-
Western College Publishing.

Grading:
Homework: 20%
Project: 15%
Midterm Exams: 40%
Final Exam: 25%

Homework:
Problems will be assigned regularly and will usually be due the week after
they are assigned. The successful completion of these problems will be
essential to learning the material in this class. When grading homework
assignments, I will be interested not only in the content, but also in your
ability to write. This also applies to exams.

Project:
Quality management principles can be applied in all kinds of settings, and
this project will give you the opportunity to apply the material we learn in
class to a real-world situation. I am still thinking about the details of the
project and will have the details of the project soon.

Exams:
The midterms will be weighted equally. You will be allowed one 8½ x 11-
inch “crib sheet” for the midterm exams. These sheets should be either
hand-written or typed by you (i.e., I don’t want to see crib sheets that are
reproductions of the text or handouts, copied and reduced several times),
and you can use both sides. For the final, which will be comprehensive,
you can use the sheets you prepared for the midterms, plus an additional
8½ x 11-inch sheet of paper. At least one of the exams will likely be given
in the computer lab, so that you can use software to analyze data without
having to spend all of your time making tedious computations. The
midterms will be 75-minute exams, and the final will be a 2-hour exam.
The exam dates are shown on the accompanying schedule.
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Computer Resources

E-mail: I have created an e-mail list for the class, called TQM-L. This list is
an anonymous list that you can subscribe to voluntarily. It provides
a communication vehicle for all members of the class. With the list,
you can provide feedback to me, or ask questions of other members
in the class or of me. To subscribe to the list, send a message to
MAISER@business.utah.edu. In the body of the message, type
Subscribe TQM-L. Once you are subscribed, you can send mail to
the list by addressing it to TQM-L@business.utah.edu.

Home page: My home page provides a way for me to give you electronic access
to course resources. Included on the page currently are the course
syllabus, a link that will allow you to send anonymous e-mail, a link
to download course notes, and information about my teaching and
research. As the course progresses I will add more information,
including more on homework assignments and solutions to
homework questions as needed.

Class Expectations

What you can expect from me

1. I will learn your names
2. I will respect your comments
3. I will answer your questions, both in and out of class
4. I will start and end class on time
5. I will ask for and respond to feedback
6. I will provide you with prompt and thorough feedback
7. I will work hard to make course material interesting and relevant
8. I will challenge you
9. I will behave in a professional manner
10. I will have fun

What I expect from you

1. You will be attentive in class
2. You will participate with questions and comments
3. You will respect your classmates, including their comments and questions
4. You will be on time to class
5. You will provide feedback
6. You will do homework assignments, including reading assignments, on time
7. You will be honest on all assignments and exams
8. You will challenge yourself
9. You will behave in a professional manner
10. You will have fun
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HONORS 3354 Tentative Schedule

Date Topic Reading Assignment*

Aug. 26 Course Introduction--What is Quality? Chapter 1

Aug. 31 Quality in Manufacturing and Services Chapter 1

Sep. 2 W. Edwards Deming Chapter 2

Sep. 7 Juran, Crosby and ISO 9000 Chapter 2

Sep. 9 The Malcolm Baldrige National Quality Chapter 2

Award http://www.quality.nist.gov/docs/99_crit/99crit.htm
http://www.nist.gov/public_affairs/releases/
n98-07.htm
http://www.quality.nist.gov/fm97stok.htm

Sep. 14 Customer Focus Chapter 4

Sep. 16 Customer Focus http://www.acsi.asq.org
Sep. 21 Quality Leadership Chapter 8
Sep. 23 Quality Leadership and Review "The Case of the Quality Crusader"
Sep. 28 Midterm Exam 1
Sep. 30 Competitive Advantage Chapter 9
Oct. 5 Strategic Planning Chapter 10
Oct. 7 Semester Break—No Class
Oct. 12 Strategic Planning Tools Chapter 3
Oct. 14 Quality Teamwork Chapter 6
Oct. 19 Empowerment and Motivation Chapter 7
Oct. 21 Designing Organizations for Quality Chapter 5

Oct. 26 Product Design Chapter 3

Oct. 28 Continuous Improvement "A Quality Harvest," Chapter 3
Process Management
Nov. 2 Midterm Exam 2
Nov. 4 Process Design and Taguchi Methods TBA

Nov. 9 No Class—Free Day to Work on Project

Nov. 11 Supplier Management and Benchmarking Chapter 4

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HONORS 3354 Tentative Schedule (continued)

Date Topic Reading Assignment
Chapter 3, "The Role of Statistical
Nov. 16 Statistical Thinking/Quantitative Reasoning
Thinking in Management"
Nov. 18 Introduction to Control Charts TBA
Nov. 23 Control Charts for Variables TBA
Thanksgiving Holiday—No Class
Nov. 25
Nov. 30 Using Microsoft Excel Course Notes

Dec. 2 Control Charts for Attributes TBA

Dec. 7 Control Chart Implementation TBA

Dec. 9 Process Capability TBA

Wed. Dec. 14
1:45 – 3:45 Final Exam

* Ideally, reading assignments should be completed before class on the date indicated

Reminder of University Policies

Academic Standards
All students are expected to pursue the highest standards of academic honesty. Any
assignments not meeting such standards are subject to failure. The University of Utah Student
Code includes the following.

In order to ensure that the highest standards of academic performance are

promoted and supported at the University, students must:
1. Meet the academic requirements of a course.
2. Meet the academic requirements of the relevant discipline or program.
3. Adhere to generally accepted standards of academic honesty, including but
not limited to refraining from cheating, plagiarizing, research misconduct,
misrepresenting one's work, and/or inappropriately collaborating.
4. Adhere to the previously prescribed professional and ethical standards of
the profession or discipline for which the student is preparing, as adopted
or recognized as authoritative by the relevant academic program.

Specific details of each of these issues are discussed in the Student Code available on the web
at http://www.admin.utah.edu/ppmanual/8/8-10.html.
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Withdrawal Policy
Students may drop any class without penalty or permission during the first seven days of
the term. Beginning the eighth calendar day of the term and continuing through October
22, students may withdraw from a course or the University without permission. (If you are
receiving any form of financial aid, notify the Financial Aid and Scholarship Office.) A
"W” will be recorded on the academic record and applicable tuition and fees will be
assessed for each course. October 22, 1999 is the final day that a student may withdraw
from a course or the University.

Students taking regular term courses may appeal the deadline for withdrawal in cases of
compelling, nonacademic emergencies by submitting a petition and supporting
documentation to the office of the dean of their major college. Undeclared,
nonmatriculated, and premajor students apply to the University College, 450 Student
Services Building.

Americans with Disabilities Act

The University of Utah seeks to provide equal access to its programs, services and activities for
people with disabilities. If you will need accommodations in this class, reasonable prior notice
needs to be given to the instructor and the Center for Disabled Student Services, 581-5020
(voice or TDD), 160 Olpin Union Building, to make arrangements for the accommodations.

This information is available in alternative format with prior notification.

Course Learning Objectives

1. Use the principles of quality management to introduce the concepts of business

management.

2. Improve quantitative reasoning skills by learning and applying statistical thinking

principles.

3. Understand that quality is defined by the customer. Quality is the extent to which
a product or service exceeds the needs of the customers, both internal and
external.

4. Understand the difference between quality of design and quality of conformance.

Know that design quality and error prevention are preferred to error detection.

5. Understand that quality products and services are the result of quality processes.
Quality processes exhibit low variation and are continuously improved in terms of
decreasing variation. Also understand that tampering with processes that exhibit
only random fluctuations will increase process variation.
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6. Understand that employees need to be properly trained and empowered to improve

processes with which they work. This objective includes understanding how to
motivate people.

7. Understand the role of teamwork, which almost always facilitates problem solving
and process improvement.

8. Understand that top management must create clear quality values and build those
values into the way the organization operates.

9. Understand that cross-functional communication and involvement are essential to

designing and providing products and services that exceed the needs of the
customer.

10. Know that strategic quality planning must be closely linked to (or be) the business
plan.

11. Understand the importance of benchmarking, and that comparing one's own
practices to best-in-the-business practices enhances continuous improvement of all
business processes.

12. Choose long term process improvement over short-term fixes, and know that
pursuing a strategy of quality improvement decreases costs and increases revenues
in the long run.

13. Look at problems as opportunities to improve, and approach them as such, rather
than trying to avoid them.

14. Make decisions and solve problems based upon data and facts, and not intuition
alone.

15. Know how to construct and interpret process improvement tools, including flow
charts, control charts, Pareto diagrams, and cause-and-effect diagrams.

16. Be involved in improving the processes of the Honors Program and the University.

17. Use quality management principles to improve many aspects of your personal life.