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. Video on the origin of TQM Video on "what is quality" Video on definition of Quality Video on the zero defect concept Video on service quality Video on quality dimensions (Garvin) Video on product quality (German manufacturer) Video on how to recognize good vs bad quality shoes
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? Video on key benefits for applying TQM principles Video on "why quality is important" Deming's 5 deadly diseases The importance of quality dress socks (video)
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. Video on basic quality terms Video on quality evolution. Video: Quality Management & TQM. Video: an example of quality control (a simple example). Video on ISO 9000 history. (Also see ISO 9000: from 2008 to 2015). Video - quality by design. Video on quality gurus History of quality - Joseph Juran Video on 7 quality management principles Video on Juran Trilogy Video on systems thinking for TQM (Deming) Deming's 14 points Video on Four absolutes of quality (Crosby) Video on costs of quality Video on case study - Virgin Atlantic Video on case study -BMW
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 Video on Quality Management System (QMS). Video on creating a quality management system. Video on quality control and quality assurance Video on QC, QA and QMS. Video on Quality Control Video on Quality Assurance [a lecture in the context of healthcare] Video: jobs roles for quality assurance [Indian setting]. Video: conducting internal quality audit - an introduction. Video on TQM for managers Video: Steve Jobs on Joseph Juran's quality thinking. Video on quality control at Bentley
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. Video on culture of quality ** Video on Kaizen (a continuous improvement culture). Video on "creating a culture of continuous improvement". ** Video on empowered culture. Video of a case study on quality culture Video on customer focus Video on customer: making it happen ** Video: customer satisfaction and service quality. Video on building blocks on quality culture (block 1); block 2. A video on organizational culture A video on organizational culture (E. Schein). A video on organizational culture and leadership. A video on organizational culture change. **
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. Video on Quality Leadership (Juran) Video on a lecture on TQM leadership ** Video on ISO 9001: leadership and management commitment. Video on "leadership in quality improvement". Video on leadership theories Video on leadership styles Video on quality leadership: an interview about Steve Jobs.; A case study of leaders motivating people (Steve Jobs). Video on manager vs leader Basic step of quality planning (video) Video on quality management plan and 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. Video on the business excellence model Video on ISO 9001 (in a nutshell video) Video on ISO clauses 0-3 Video on ISO Clause 4: context of organization Video on ISO clause 5: leadership Video on ISO clause 6: planning Video on ISO clause 7: support (in particular, on  item 715; item 716). Video on ISO clause 8: operation Video on ISO clause 9: checked Video on ISO Internal Quality Audit. Video on how to begin ISO 9001 Video: Risk-based thinking in ISO 9000../ (2nd one). Video on writing ISO 9000 manual Video: management review of ISO 9000. Video ISO certification process./ the certification steps involved***. Video on the Baldrige award Video on the EFQM excellence model. Video on benchmarking in TQM.
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 Video on the process improvement team Video on quality circle Video on teams and groups in an organization Video on introducing quality awareness to employees: the HRM perspective. Video TQM in the field of organizational behavior Video on Deming's 14 points and 7 sins (related to HRM). Video on the key to empowerment/ 9 ideas for empowerment. Video on employee engagement. Video on McGregor's Theory X and Y. Video on employee empowerment (The Marriott Way).
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 Video: barriers to implementing TQM Video: 9 obstacles in TQM implementation. Video: Introducing quality into your organization. Video on employee empowerment Video TQM implementation in industry 4.0 Video on implementing ISO 9000. Video ISO 9000 certification process. Video: steps of leading change (Kotters) Video on Lewin's force field theory of change. Videos on types of change. Video on changing organizational culture.
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 What is a business process? Improving business processes - handoffs. What is business process management? Video on the four lean principles. Video on muda, mura and muri. Video on Kaizen 1 Video on Kaizen 2 Video on 5S. Video on Kaizen and Six Sigma Video on Deming PDCA cycle Video on Quality Improvement (the healthcare case) Video on process flow charting Video on process mapping - an introduction. (also see SIPOC). Video on the 10 commandments on continuous improvement Video on creating a culture of continuous improvement Video on experiencing Kaizen training
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. Video on Pareto chart Video on 7 quality control tools Video covering TQM techniques, (e.g. quality circle, benchmarking, etc.) Video on control charts Video on check sheets. Video on histograms Video on fishbone diagram
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