WOMEN’S UNIVERSITY IN AFRICA

Addressing gender disparity and fostering equity in University Education

FACULTY OF MANAGEMENT AND ENTREPRENEURIAL DEVELOPMENT STUDIES

Course Outline: Quality Management IS 313

Instructor: Musariwa J. 0772997242 jmusariwa@wua.ac.zw

1. Preamble
This course is designed to provide an overview of the key elements, important historical context and
current debates in the field of Quality Management. It aims to give a coherent view of the underlying
principles of quality management, and how these relate to practical application in a range of
organizations.

2. Course Content.
Week Content Students to Cover
1 Course introduction
 Introduction to Quality and Scope
 Quality Management (QM)
 Principles of QM
 Goals of QM
 Consequences of Bad and Good Quality
 Total Quality Management
 Importance of TQM
2 Quality Philosophies and Frameworks
 The Deming Philosophy
 The Juran Philosophy
 Quality Trilogy
 The Crosby Philosophy
 Comparison of Philosophies
 Quality Management awards and framework
 MBNQA
 ISO 9000:2000 QM principles
3 Standards and Models
 Why Do we Need Standards and Models?
 ISO 9000 Series Standards
 Self- Assessment Models of Quality
4 Leadership in Quality Management
 Introduction
 Principles of Leadership for Quality
 Leadership Decision Making
 Summary and impact
5 Processes
 Introduction
 Business Processes: The Reality
 Process Planning
 Process Control
  Process Capability
 Managing Variation Reduction Using SPC
 Benefits of SPC
 Summary
6 Partnerships and Resources
 Introduction
 The ‘Transactional’ Supplier Relationship Model
 The Supplier Partnership Model
 Partnering Beyond the Supply Chain
 Resources
 Summary and Impact
7 People in Quality Management
 Introduction
 Respect for the Individual
 Empowerment, Motivation and Participation
 Teamwork
 Developing People
 Reward and Recognition: Performance Appraisal and
Performance Related Pay
 Summary and impact
8 Ethics and Corporate Social Responsibility
 Introduction and Conceptual Foundations
 Ethical Models
 Ethics and Communication
 Benefits and Risks of Ethical Behaviour
 Creating an Ethical Environment
 Corporate Social Responsibility
 Summary
9 Learning, Change and Process Improvement
 Introduction
 Process Improvement
 Change and Change Management
 Organizational Learning
 Summary and impact
10 Service Quality
 Introduction
 The Dimensions of Service Quality
 Measuring Service Quality
 Service Quality Gaps
 Delivering Service Quality
 Summary and Significance
11 Strategic Quality Management
 Introduction
 Vision, Mission and Values
 Strategic Objectives
 Hoshin Kanri
12 Implementing Quality Management
 Introduction
 Will-Focus-Capability
 Prepare the Organization for Transformation
 Take Action to Achieve Transformation
 Communicate, Review, Diagnose and Revitalise
 Critical Success Factors
13 Tutorials Tutorials
3. Methodologies.
– Lectures,
– Group Work,
– Research
– Presentations
4. Course Assessment.
Final examination: 70%
Course work: 30%
a. 2 Inclass Tests,
b. 2 Assignments

5. Course Material.
Graeme Knowles (2011) Quality Management 2011