SYLLABUS FOR OMGT 5373
Quality Management
Live Class
Week 1
Week 2
Week 3
Week 4
Aug 22
The Quality System
Chapters 1
Intro to Quality,
Checklist Assignment (page 40, #6-modified)
Review Questions (p. 38): 2, 5, 12 & 15
Aug 24
Chapters 2 & 3
Total Quality in Organizations
Philosophies and Frame Work
Review Questions (p. 80): 1, 3, 7 & 13
Review Questions (p. 141): 1, 6, 7, 9 & 22
Aug 29
Quiz #1 (Chapters 1-3)
The Management System
Chapters 4
Strategic Focus for Performance
Review Questions (p. 182): 1, 5, 6 & 13
Aug 31
Chapters 5
Focusing on Customers
Checklist Items due for approval (p.40 #6 we will discuss
in class)
Review Questions (p. 230): 2, 6, 13, 15 & 28
Sept 5
Labor Day (no class)
Sept 7
Chapters 7
Process Management
Deming Video – “The Prophet of Quality”
Review Questions (p.347): 3, 5, 11, 15, 18 & 21
Sept 12
Chapters 8
Performance Measurement & Information Management;
Quality Audits (not in book; notes will be handed out in
class);
Review Questions (p. 408): 2, 7, 10, 17 & 22)
Problems (p. 411): 3 & 10
Sept 14
Chapter 9
Leading, Building and Sustaining Performance
Excellence
Review Questions (p. 466): 1, 12, 19)
Review for Midterm
Week 5
Week 6
Week 7
Week 8
Sept 19
Midterm Exam (Chapters 4, 5, 7 & 8)
Work on Projects
Sept 21
Six Sigma and the Technical System
Chapter 10
Statistical Thinking & Applications
Deming Video – “The Red Bead Experiment”
Review Questions (p. 519): 1, 2, 7, 10 & 14
Problems (p 521): 6 & 13
Sept 23
Chapters 11
Six Sigma and Process Improvement
Review Questions (p. 568): 2, 3, 4, 5, 9, 11 & 13
Sept 26
Chapters 12
Design for Quality & Product Excellence
Review Questions (p. 642): 3, 5, 6, 13, 15, 16, 22, 29, 32
& 34
Oct 3
Chapters 12 & 13
Design for Quality & Product Excellence
Problems (p. 645): 6, 9 & 26
Statistical Process Control
Review Questions (p. 716): 1, 2, 5, 10, 14, 22, 24, 26 &
27
Oct 5
Chapter 13
Statistical Process Control
Problems (p. 718): 11 & 12
Use of ISO 2859 Attribute Sampling Plan (Not in
textbook-class handouts)
Review for Final (Chapters 10-13)
Oct 10
Final Exam (we will meet on Columbus Day)
Case Studies Due
Term Paper Due
Check List Due
Oct 12
Project Presentations
Note: Do not procrastinate!! Chapters 10-13 involve working statistical type problems. Case studies,
term papers, and checklist can be submitted early. Always check emails and announcements for
changes or updates. If you purchase a paperback (international version), the page numbers and
questions may not match what is in the hardback version. The 7th edition is different from the 8th and
will be unacceptable for this course.
Text: Managing for Quality and Performance Excellence, by James Evans & William Lindsay, 2011,
8th Edition
Grading:
Check List
Quiz 1
Quiz 2 & 3
Final Project/Presentation
Class Participation
Case Studies
Case Studies (select 2 of 3):
p. 147
Cases
p. 516
Cases
p. 653
Cases
(25 pts)
(50 pts)
(2@125 pts each)
(1@100 pts each)
(25 pts)
(2@ 25 pts each)
A
B
C
D
450-500
400-449
350-399
300-349
Can Six Sigma Work In Health Care?
Implementing Six Sigma at GE Fanuc
Black Elk Medical Center
Final Project: Develop a paper and presentation using the tools learned from this course This will be
done in small teams of 2-3 and you are challenged to used real information from your
job or something from a previous company or past experiences. Use the process
improvement tools or other Six Sigma tools to improve the process, solve a quality
problem or reduce scrap, waste and/or downtime. The presentation should be done
using PowerPoint and should last 10-15 minutes. (grading is 50% content and 50%
presentation)
COURSE GOALS/OBJECTIVES:
1. Define quality and compare and contrast this definition from a variety of perspectives.
2. Discuss the application of quality in the various organizations; manufacturing, service,
healthcare, and education
3. Compare and contrast the philosophies of Deming, Juran, and Crosby
4. Discuss the role that quality management frameworks such as the Malcolm-Baldridge, ISO9000, and Six Sigma play in improving an organization’s quality performance
5. Discuss the role of the customer, the importance of building customer relationships, and the
strategies for measuring customer satisfaction
6. Discuss the role of quality leadership in strategic planning and high performance human
resource practices
7. Discuss the scope of process management and specific process improvement techniques, and
quality auditing (not in text book)
8. Discuss the scope of performance measurements and their impact on the cost of quality within
the organization
9. Discuss culture change and the associated barriers to creating a culture of performance
excellence
10. Define and discuss the Six-Sigma problem solving process
11. Understand and explain the various tools available for process improvement including attribute
sampling plans (not in text book)
12. Explain the use of statistical process control and its impact on process improvement
ACADEMIC DISHONESTY POLICY

The University of Arkansas strives to be a center of academic excellence. As part of our Statement of
Ethics, the University strives to preserve academic honor and integrity by repudiating all forms of
academic and intellectual dishonesty, including cheating, plagiarism and all other forms of academic
dishonesty. Academic dishonesty is unacceptable and is subject to a disciplinary response.

Students who are caught cheating or committing plagiarism may be given a failing grade in the course
by the professor and may be subject to dismissal or further discipline.

Plagiarism is often misunderstood. It can be defined as submitting someone else’s work as your own. It
is not permissible to “cut and paste” and then just cite another’s work. In writing for homework or
projects, you should read, learn, process through your mind, relate ideas, and then express what you
learned in your own words. Cite the references where you found your information. If you do use
someone else’s words, you must use quotation marks and cite. You should not overuse quotes – save
them for a rare occurrence.
Inclement Weather Policy
If the Little Rock Air Force Base is closed, the Base Education Center and University of Arkansas will also be
closed and classes will not be held. Students are encouraged to call 501-987-HERK (4375) to check whether
classes have been canceled due to inclement weather. Time permitting, local radio and TV stations will include
announcements of class cancellations
Instructor: Mickey Yeager
Work Phone: 501-683-6537
Cell Phone: 501-605-3008
Email: yeagers@gmail.com