QUALITY MANAGEMENT FOR IT (INFORMATION TECHNOLOGY)
Course Code
BIT 482
Course Title
QUALITY MANAGEMENT FOR IT
Prerequisites
:
BIT 361
Course Type
:
Core IT
Contact
Hours/Week
:
Lectures ( 3 )/ Labs( - )
Course Objectives:
The objective of this course is to make students familiar with many of the techniques and concepts
of quality management. This will occur as the result of substantial reading, in-class discussion, and
self-directed projects. As a result of this course, students will be equipped with the necessary
knowledge and a structured process for implementing quality management in business
organizations and their related projects in IT.
Course Description:
This course examines concepts, tools, and techniques used in the management and measurement of
quality, productivity, and competitiveness in an international environment. It focuses on how firms
add value and compete with quality. Topics include quality control and management, employee
involvement in quality, team building for quality, quality circles, relation between quality,
productivity, and competitiveness, and statistical process control. The course requires the students
to demonstrate and apply various quality management approaches and improvement tools into real
life projects of local business organizations.
Course Outline:
The course outline includes:
 Introduction to Quality, its Dimensions and recognizing Different Perspectives on Quality.
 Three Spheres of Quality, Arriving a Common Understanding of Quality using a contingency
Perspective of Quality.
 TQM, Strategic Quality Planning and strategy process.
 Leadership, Ethics and Cost of Quality.
 Quality Improvements: The American Way: The Malcolm Baldrige National Quality Award,
Japanese Way Deming Prize, The European Way European Quality Award, And UAE Quality
Awards.
 The 1S09000 series of standards, ISO14000 and Six Sigma.
 Improving the System: The Basic Functional Area That Business must Balance.
 Ishikawa’s Basic Seven Tools of Quality (QCC) and Seven New Tools for Improvement.
 Other Tools for Performance Measurement.
 Application of project quality management
Learning Outcomes:
After completing the course the student should be able to:
1. Explain the role of quality management in the business organizations and service sector
2. Discuss strategic quality planning and the importance of time in quality improvements.
3. Appraise approaches of quality improvements and various business excellence models and
quality awards; Baldrige, Deming, EFQM, and UAE awards.
4. Apply knowledge and skills of quality assurance and control to IT projects in business
organizations.
Teaching Methods:
This course will be taught through lectures, tutorials and in-class discussions.
Students will be given assignments and case studies from current UAE business practices that are
related to IT projects to analyze, discuss and present their findings. There will be a group project on
applying any of the studied quality improvement tools into a project related to IT in UAE business
organizations. At the end of the course students will be required to present their findings of the above
application to other group team.
Evaluating Student Performance:
Task
Attendance &
Contribution
Quizzes
Weight in %
10
LO1
X
LO2
X
LO3
X
10
X
X
X
Assignments
10
X
X
X
Project
20
X
X
Presentation
10
X
X
Final Exam
40
X
X
LO4
X
X
Educational Resource
Educational
Description
Resource
Textbook
Summers, D, Snowden, P., (2008), Quality Management, 2nded., Prentice Hall
Required
Other
References
Besterfield, D., (2006), Total Quality Management, Academic Internet
Publishers Inc
Hoyle, D., (2006), Quality Management Essentials, Butterworth-Heinemann
Journals
Websites
www.iso.org/
CD/DVDs
(CD – ROM) data base in the library + Action learning through CD
Other
Resources
Please specify
http://www.emeraldinsight.com
http://www.efqm.org
Suggested Course Schedule & Outline:
Week
1
2
Topic
Introduction to Quality, Explain the most
respected collections of quality definitions.
Recognizing Different Perspectives on
Quality
Three Spheres of Quality:
1. Quality Control
2. Quality Assurance
3. Quality Management
Strategic Quality Planning, Leadership for
quality
Quality as a Strategy:
Cost of Quality
TQM, Quality strategy process:
Does quality lead to better business results?
Learning
Outcomes
LO-1
LO1+2
Notes
Assignment 1
Quiz-1
Quality Improvements approaches:
The PDCA Cycle
3
4
5
Quality Awards: the American way, the
Japanese way, the European way, the UAE
quality Awards
ISO 9000:2008
ISO 14000
Six Sigma
Improving the system:
Ishikawa’s basic seven tools of
Quality, Seven new tools for
improvements
LO3
LO3+4
Project+
Presentation
General Review
Final Exam
Project
Quiz-2
6
7
Assignment 2
LO1-3