SCHOOL OF TECHNOLOGY MANAGEMENT & LOGISTICS

COURSE CODE : BJMQ 3013

COURSE NAME : QUALITY MANAGEMENT
PRE-REQUISITE :

1.0 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. This course emphasizes how the data can help us
make better decisions, applications and assumptions of each technique,
in accordance with the data analysis, interpretation of findings and how
to convey the inference that has been made.

2.0 OBJECTIVES

Upon completion of the course, students are expected to:

a) Understand the basic concepts and principles related to quality

management.
b) Acquire knowledge about the repertoire of methods and techniques
of quality management.
c) Make decisions based on the results obtained from the use of quality
management techniques.

3.0 LEARNING OUTCOMES

Upon completion of the course, students will be able to:

a) Define the concepts and techniques of quality management.

b) Explain the importance of quality in the organization.
c) Differentiate current issues related to quality management.
d) Interpret related business problems using the techniques learned in the
quality.

4.0 REFERENCES

1
 Foster, S.T (2017). Quality Management Integrating the Supply Chain(6th Edition).
Edinburgh, England.

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 .

Goetsch,D. & Davis ,S .(2009) .Quality Management for Organizational

Excellence.Introduction to Total Quality( 6th Ed.). New Jersey Pearson
Education, Inc.

Ott ,E.R.,Schilling , E.D. & Neubauer ,D.V. (2005). Process Quality Control:
Troubleshooting And Interpretation of Data.(4th edition) .ASQ Press .

5.0 CONTENT

NO. TOPICS & SUB-TOPICS Week

Introduction To Quality
1 1.1 What is Quality?
1.2 Identify assumptions about the quality differences?
1.3 Variance function of the quality 1&2
1.4 Other assumptions about Quality
1.5 Quality Concept
1.6 Quality and Competition

Development History Quality and Quality Standards

2 2.1 Quality Theory
3
2.2 Dominant Theory of Quality

Quality Management Planning

3 3.1 Strategy Content and Process strategies
3.2 Leadership in Quality
3.3 Quality and Ethics
3.4 Quality and Strategy 4
3.5 Quality Development (Hoshin Kanri)
3.6 Will help improve the quality of business decisions

Voice of Customers 5&6

4 4.1 Towards importance of the customer
 4.2 What is the voice of the customer
4.3 Customer Relationship Management
4.4 Obtain Customer Feedback actively
4.5 Getting feedback on passive
4.6 Managing Customer Retention

Voice of Market
5 5.1 What is the meaning of the market voice?
5.2 Usage of Benchmarking
5.3 Best-in-class benchmark 7
5.4 Benchmark business processes
5.5 Lead and manage the benchmarking
5.6 Problem with Benchmarking

Product quality and process design

6 6.1 Design of products for quality 8
6.2 Technology in the design

Designing Quality Services

7 7.1 The difference between service and manufacturing
7.2 What is the customer service needed 9
7.3 SERVQUAL- analysis ‘GAP’
7.4 Design and Repair services transactions

Quality Improvement Tools and System Improvement

8 8.1 ‘Plan-Do-Check-Act’ cycle
8.2 Ishikawa quality tools 10
8.3 Seven improvement tool
8.4 Various improvement measurement tools

Statistical Process Control - Variables

9 9.1 Basic Statistics
9.2 Process control charts
11 & 12
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 Type of data
10.2 Understand the control chart for attribute data
13
10.3 Preparing and interpreting the control chart
10.4 Selecting the right control chart

11 Total Quality Management and quality teams

11.1 TQM Concept
14
11.2 Type of groups
11.3 Group implementation
Total 14

6.0 TEACHING METHOD

Online lectures and discussions (PBL & OBE approaches)

 Notes, PPT Slides, Case Study, Group Presentation, etc.

7.0 ASSESSMENTS

Coursework: 100%

- Quiz 1 – 10%
- Quiz 2 – 10%
- Quiz 3 – 10%
- Quiz 4 – 10%
- Individual Assignment –15%
- Group Assignment - 25%
- Case Study – 20%

8.0 LECTURERS’ INFORMATION

Siti Zakiah Abu Bakar

2032, First Level, School of Technology Management & Logistics (STML),
Office Tel: 04-928 7064/Mobile: 011-40276868
Email: ctzakiah@uum.edu.my