Managerial, behavioral, technological, and statistical concepts as related to Total Quality Management (TQM). Quality, continuous improvement and productivity are discussed. Focus is on understanding and being able to apply all the concepts throughout any organization (i.e., service, manufacturing, not-for-profit, and governmental).
Athena Title
Quality Management
Prerequisite
MGMT 3000 or MGMT 3000H or MGMT 3000E
Semester Course Offered
Offered every year.
Grading System
A - F (Traditional)
Student learning Outcomes
Students will apply quality and strategy tools and methods to solving complex business problems.
Students will understand how leadership leads to successful quality projects in key areas of Total Quality Management by developing team norms, signing an agreement document, providing feedback on their team and resolving any conflict.
Students will learn how to write concise recommendations and justification of recommendations to complex business problems, including application of quantitative and qualitative business analysis, using the analysis to support their recommendations.
Topical Outline
Introduction to Quality Management TQM (Total Quality Management) and Achieving Organizational Excellence with TQM
Strategic Management with an Overview of TQM Tools for Problem Solving and Decision Making
The Impact of Globalization, Partnering and Strategic Alliances, Benchmarking, Ethics, Corporate Social Responsibility, Leadership and Change Management on Quality and Company Success
Creating a Quality Culture with Effective Communication, Teamwork and Team Building to improve Customer Satisfaction
Process Improvement via Statistical Process Control, Lean, Six Sigma, Just In Time Manufacturing and Simulations
Customer Relationship Management (including review of Salesforce)
Implementing TQM Programs including ISO 9001, ISO 14001 and the Malcolm Baldridge Award
Institutional Competencies Learning Outcomes
Critical Thinking
The ability to pursue and comprehensively evaluate information before accepting or establishing a conclusion, decision, or action.
