Quality Management for Organisational Excellence TP2019 (Int 9 - 11)


Quality Management for Organisational Excellence - Teaching plan 2019 for BA (Full) S2 BM Int 9 - 11 [Total 31 hours]

Prepared by Joseph, K.K. Ho dated Oct. 27, 2019

Session no.
Topics
1. Nov 4 (Mon): 7pm -10pm
Introduction to Quality
A briefing on course objectives and assignment requirements

Readings
Oakland (2003): Chapter 1: Understanding quality

 Slides: TQM slides: pp. 3-7.
Slides: Introduction to TQM (what is quality): pp. 5-8.

 e-readings: 
What is quality?
Types of quality
Quality by design and quality of conformance.
What is quality management?
What is organizational excellence?
Garvin's 8 dimensions of quality

Assignment brief

Course guide
Slides: What is quality?
Slides: Dimensions of quality.
Slides: Product quality.
Slides: Organizational excellence.
2. Nov 11 (Mon): 7pm -10pm

*** make-up class: Dec 16 (Mon) **
Quality Benefits

Reading:
Oakland (2003): Chapter 1: Understanding quality

 Slides: TQM ppt (pp. 10-11).
Slides: Benefits of quality slides.
Slides: Importance of TQM in pharma industry.
Slides: 5 deadly diseases of management (Deming).
Slides: Quality and cost.

 *** Lecture 2 notes.
e-readings:
Why is quality so important for an organization?
The effect of TQM on organizational performance (pdf download)
The impact of TQM on financial performance (pdf)
The benefits of TQM
Advantages and disadvantages of ISO 9000.
The disadvantages of TQM
Is the Baldrige overblown?
3. Nov 18 (Mon): 7pm -10pm
Quality Management  - I

Reading
Oakland (2003): Chapter 2: Models and frameworks for TQM

Lecture 3 notes.

e-readings
Quality management terminology
Fundamentals of quality management
Elements of TQM/ elements of TQM - another version.
TQM objectives
The history of quality management
Quality gurus and their contributions



Slides: TQM and TQM elements.
Slides: Productivity and Quality Management : a set of introductory notes.
Slides: Elements of TQM.
Slides: Principles of TQM.
Slides: Quality management slides: mainly 3-5.
Slides: Main concepts of TQM.
Slides: TQM evolution.
Slides: Introduction to quality by design.
Slides: cost of quality
Slides: quality management gurus.
Slides: On Philip Crosby (TQM guru).
Slides: Philip Crosby Principles.
Slides: Zero defect technique.
Slides: On Edwards Deming (an introduction).
Slides: Deming's 14 points.
Slides: Joseph Juran contribution to TQM.
Slides: Juran's Trilogy.
4. Nov 25 (Mon): 7pm-10pm
Quality Management – II

Readings
Oakland (2003): Chapter 6: Design for quality
Oakland (2003): Chapter 7: Performance assessment frameworks
Oakland (2003): Chapter 12: Quality management system

 Lecture 4 note.

 Slides: TQM slides: pg. 12.
Slides: History of TQM.
Slides: Quality control vs quality assurance.
Slides: Quality control.
Slides: Quality assurance.
Slides: Quality management system.
Slides: Limitations of TQM.

 e-readings
What is the difference between QC and QA?
What is quality control management?
What is quality assurance?
What is quality management system?
Total Quality Management and Quality Improvement
Crosby' Quality Management Maturity Grid
5. Dec 6 (Fri): 7pm -10pm
Quality Culture and customer focus

Reading
Oakland (2003): Chapter 15: Culture change through teamwork
Lecture 5 note
Lecture note on quality culture.

Remember assignment task 3: "3. What strategies would you use to establish a quality culture in Populala".

 e-readings:
TQM and the role of organizational culture (pdf)
Five essential ingredients for a quality culture
How to create a culture of quality improvement
Customer focus and satisfaction
Total customer satisfaction
Role of customers in TQM
What is organizational culture?

Slides: Customer focus slides.
Slides: Customer value and satisfaction.
Slides: TQM principle of customer focus.
Slides TQM culture.
Slides: Empowerment pathways and quality culture change.
Slides: Organizational culture.
Slides: Organizational culture changes **
Slides: Total customer satisfaction.
6. Dec 7 (Sat)a: 2pm -7pm

Quality Leadership and planning

 

Readings
Oakland (2003): Chapter 3: Leadership and commitment
Oakland (2003): Chapter 4: Policy, strategy and goal deployment
Lecture 6 notes

 e-readings
Defining quality leadership
What is leadership?
The characteristics of quality leadership (pdf)
What is a quality plan?
The quality planning process
Five elements in building an effective quality strategy
Strategic quality planning
On quality strategy
On product goals.
Examples of quality goals

Slides: Leadership and TQM.
Slides: Importance of leadership in TQM.
Slides: Leadership and strategic planning for TQM.
Slides: Establishing quality objectives.
Slides: What makes a quality management plan so important.
Slides: Quality policy - an example.
Slides: Quality planning and control.
Slides: Quality metrics.
7. Dec 7 (Sat)b: 2pm -7pm

ISO, national quality awards and benchmarking

 

Readings
Oakland (2003): Chapter 8: Self-assessment, audits and reviews
Oakland (2003): Chapter 9: Benchmarking
Slides: TQM standards and awards

e-readings
What is ISO 9000?
What is the ISO 9000 standard?
What is the Malcolm Baldrige National Award?
What is benchmarking?
What is the EFQM model?
Self assessment of TQM practices (pdf)
What does risk-based thinking means in ISO 9000?

Slides: TQM slides: pg. 27.
Slides: ISO 9000 standards.
Slides: Risk Management in QMS Processes: examples.
Slides: ISO 9000 quality manual for SMEs.
Slides: How to get ISO certification.
Slides: ISO 9000 and TQM: the relationship.
Slides: benchmarking.
Slides: EFQM Excellence Model.
Slides: Malcolm Baldrige Award.
8. Dec 14 (Sat)a: 2pm-7pm
People concerns in TQM

Reading
Oakland (2003): Chapter 14: Human resource management

 e-readings
HRM and TQM (pdf article)
TQM and HRM
Employee involvement
Employee empower and TQM (pdf)
Employee empowerment leads to quality
Slides: TQM and HRM slides.
Slides: Employee empowerment.
Slides: Teamwork.
Slides: Quality circle.
Slides: Training for quality.
Lecture note: HRM for TQM
9. Dec 14 (Sat)b: 2pm-7pm
Implementing TQM

Readings
Oakland (2003): Chapter 16: Communications, innovation and learning
Oakland (2003): Chapter 17: Implementing TQM

 Slides CSFs and barriers of TQM implementation
Slides: TQM slides: pg. 8.
Slides: TQM implementation slides.
Slides: Why TQM fails?

 Lecture note on TQM implementation
e-readings
Five simple TQM implementation steps
Eight steps to implement an effective Quality Management System
How to become ISO 9000 certified.
TQM implementation: an uphill battle
How to implement TQM
Nine obstacles in TQM implementation



Dec 16 (Monday) 7-10pm (make-up class)

10. Dec 21 (Sat)a: 2pm -7pm





Quality Continuous Improvement and process management - I

Readings
Oakland (2003): Chapter 10: Process management
Oakland (2003): Process redesign/ engineering

 e-readings
On business process analysis
Business process management and TQM (pdf)
Process improvement methodologies for TQM
What is kaizen?

Slides: TQM slides: 14-17.
Slides: Continuous process improvement slides.
Slides: Business process mapping.
Slides: Process mapping overview. (re: an example on a process map [an image].)
Slides: Introduction to process & process management.
Slides: Process improvement techniques.

Videos
11. Dec 21 (Sat)b: 2pm -7pm

 Face-to-face session (sunderland u campus).
Quality Continuous Improvement and process management - II

Reading
Oakland (2003): Chapter 13: Continuous improvement

 Slides: TQM kaizen slides.
Slides: On Kaizen.
Slides: PDCA.
e-readings
How TQM works towards continuous improvement
Continuous improvement: definition, benefits and tools
TQM and continuous improvement (pdf)
12. Dec 23 (Mon): 7pm -10pm
Face-to-face consultation (sunderland u campus)
Quality Tools and problem-solving
Slides: major TQM tools

Lecture notes

e-readings
Seven quality control tools
Seven basic quality tools
Overview of TQM tools

Slides: TQM slides: pp. 18-16.
Slides: TQM tools and techniques.
13. Dec 30 (Mon): 7pm -10pm

 Face-to-face consultation (sunderland u campus)
Revision

 Lecture note.

 e-readings
Case study on auto company (pdf)
Case study: Carter Company (pdf)

e-resources
·       FB group on readings: https://www.facebook.com/groups/238565586843146/
·       FB group on videos: https://www.facebook.com/groups/211397969021342/
S    Slides on TQM (including e-resources compilation)

Textbook reference
Oakland, J.S. 2003. Total Quality Management: text with cases, Butterworth Heinemann.

Academic journals
Quality Management Journal (Taylor and Francis): https://www.tandfonline.com/action/journalInformation?show=aimsScope&journalCode=uqmj20
Total Quality Management & Business Excellence (Taylor and Francis): https://www.tandfonline.com/action/journalInformation?show=aimsScope&journalCode=ctqm20
Quality management magazine
Quality Magazine


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