Lesson Plan – Quality Control
Course Title: Business Management
Session Title: Quality Control
Performance Objective:
 Upon completion of this lesson, students will understand the controlling function as it relates
to quality control of products.
Approximate Time:
When taught as written, this lesson should take 3-4 days to complete.
Specific Objectives:
 Students will understand control processes in an organization.
 Students will identify types of quality control standards.
Preparation
TEKS Correlations:
This lesson, as published, correlates to the following TEKS. Any changes/alterations to the
activities may result in the elimination of any or all of the TEKS listed.
The student understands the necessity of controlling. The student is expected to:






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
130.121(c)(6)(A)
examine the control process
130.121(c)(6)(B)
illustrate the five primary control methods
130.121(c)(6)(C)
explain the importance of quality control
130.121(c)(6)(G)
define the quality-related characteristics for products and services
130.121(c)(6)(H)
explain International Standards Organization (ISO) standards, including ISO 9000 and ISO
14000
130.121(c)(6)(I)
explain the Baldrige National Quality Award
130.121(c)(6)(J)
explain the Deming Award
130.121(c)(6)(K)
define Total Quality Management
130.121(c)(6)(P)
research recent winners of the Baldrige and Deming awards using appropriate online
technology and critique the winners
Interdisciplinary Correlations:
English:
110.33(b)(1)(A) – Reading/Vocabulary Development
…determine the meaning of grade-level technical academic English words in multiple content areas
(e.g., science, mathematics, social studies, the arts) derived from Latin, Greek or other linguistic
roots and affixes.
110.33(b)(1)(C) – Reading/Vocabulary Development
…infer word meanings through the identification and analysis of analogies and other word
relationships.
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1
110.33(b)(12)(B) – Reading/Media Literacy
…evaluate the interactions of different techniques (e.g., layout, pictures, typeface in print media,
images, text, sound in electronic journalism) used in multi-layered media.
110.33(b)(12)(C) – Reading/Media Literacy
…evaluate the objectivity of coverage of the same event in various types of media.
110.33(b)(12)(D) – Reading/Media Literacy
…evaluate changes in formality and tone across various media for different audiences and
purposes.
Occupational Correlation (O*Net – http://www.onetonline.org/)
General and Operations Managers
11-1021.00
Similar Job Titles: Store Manager, Plant Manager, Chief Operating Officer
Tasks:
Direct and coordinate activities of businesses or departments concerned with the production,
pricing, sales, or distribution of products.
Oversee activities directly related to making products or providing services.
(Soft) Skills:
Oral Expression; Written Expression; Deductive Reasoning
Accommodations for Learning Differences:
It is important that lessons accommodate the needs of every learner. These lessons may be
modified to accommodate your students with learning differences by referring to the files found on
the Special Populations page of this website.
Teacher Preparation:
References:
1. Business Principles and Management, Everard Burrow, South-Western Thompson Learning
2. www.gwu.edu/~umpleby/mgt201/201-14(demingvsbaldrige).doc
3. http://www.nist.gov/public_affairs/factsheet/mbnqa.cfm
Instructional Aids:
1. “Quality Control” Presentation
2. “Quality Awards Newsletter” Assignment #1
3. “Quality Awards Newsletter” Assignment #1 Rubric
4. “Create Your Own Award Certificate” Assignment #2
5. “Create Your Own Award Certificate” Assignment #2 Rubric
6. “ISO Certification Recommendation Presentation” Assignment #3
7. “ISO Certification Recommendation Presentation” Assignment #3 Rubric
Materials Needed:
1. Posterboard or flipchart paper
2. Markers
Equipment Needed:
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1. Computers for students to complete projects
2. Projector for presentation
Learner Preparation:
1. Ask students if they have noticed commercials on television or on the radio, especially for
automobiles or other items, where it is mentioned that the particular product has won the
“Malcolm Baldrige Award” or other awards for quality or for customer satisfaction.
Lesson Plan
Introduction (LSI Quadrant I)
1. Explain that businesses as an entity are like individual employees in that they like
recognition from their peers. Ask what benefits can be received from earning an award
such as this. Responses may include higher sales, more customers, or higher employee
morale.
2. Ask students what they look for when they buy a product. Do they look for what they need
at a good price, like sale items? Do they look for expensive items because they may
believe that you get what you pay for? Examples here may include brand name purses or
shoes.
Important Terms for this Lesson:
 Quality control management – a process for assuring product quality by developing
standards for all operations and products and measuring results against those standards
 Total quality management – (TQM) a commitment to excellence that is accomplished by
teamwork and continual improvement
 Baldrige award – an award created by Congress in 1987 to encourage companies to
improve quality
 Deming award – an award offered by the Japanese regarding quality control, the process
that became TQM
Outline
Outline (LSI Quadrant II)
Instructors can use the presentation, slides, handouts, and the Internet in conjunction with the
following outline.
MI
Outline
Notes to Instructor
I.
II.
What is the ‘Controlling’ function?
A. Determining whether goals are being met
and what actions need to be taken if goals
are not met
B. Reviewing performance
C. Cannot be completed unless there are goals
in place
Standards – must be in place to be able to
determine if goals are being met
A. Quantity standards – measurable–examples:
1. Number of units produced
2. Number of customers contacted
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Use presentation as
aid.
Controlling is an
important
management function.
This function is
necessary because it
determines whether or
not performance goals
are being met and the
changes that need to
take place if the goals
were not met.
To determine if goals
have been met,
standards must be
set. Even in school,
standards had to be
B. Quality standards – a standard of perfection
1. Zero pricing errors on an invoice
2. Product sampling to check for errors
C. Time standards
1. Deadlines for completion of a job
2. Expiration dates of products
D. Cost standards
1. Financial profit or loss, measured with
budgets
2. Inventory costs
III.
Deming’s Total Quality Management (TQM)
A. Assumptions
1. That errors are unacceptable
2. That employees are responsible for
quality
3. That rewards are based on achieving
quality standards
B. Quality Control Management Measures
1. Deming Award
2. Malcolm Baldrige National Quality Award
3. ISO 9000
4. ISO 14000
C. TQM – represents shift from efficiency to
quality
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set to determine if a
student is passing or
failing a class.
Standards, or goals,
must be set for
quantity, quality, time,
and costs. By setting
standards that are
measurable, it is
much more effective
in determining if goals
have been met. Ask
students what types of
activities have
standards. If they
need help, suggest
automobile assembly
lines, graduation
requirements, sales
goals for companies.
Ask them what
consequences are
there when standards
are not met.
In pairs, have
students research
organizations with
standards such as
ANSI, ASB, and BBB
and create a short
presentation on what
the organization is, its
purpose, and the
industry it is
regulating.
Ask students if they
perceive that higher
price means higher
quality. Discuss what
this perception can
mean for Wal-mart
customers. As
customers we are not
completely aware of
the quality processes
that go into the
products we
purchase.
1. Long-term commitment to quality
2. Customer satisfaction
3. Employee morale
D. Tools of TQM
1. Flow charts
2. Cause and effect analysis
3. Scatter diagrams
4. Teamwork
Direct students to the
following site:
www.gwu.edu/~umple
by/mgt201/20114(demingvsbaldrig
e).doc and discuss
the criteria for the
Malcolm Baldrige and
Deming awards.
Make a table on the
board, flipchart, or
document camera
comparing the
standards for the two
awards.
Deming’s TQM award
began in the 1950s
and is offered in
Japan to improve their
quality control
processes.
IV.
Summary of Deming’s Principles
A. 14 Principles
B. Customer satisfaction
C. Employee motivation
D. Teamwork
E. Training and education encouraged
V.
Malcolm Baldrige National Quality Award
A. Created in 1987
B. Companies must have programs in place to
maintain quality in all of its products and
activities
C. Winning companies usually see an increase
in demand for its products
D. Seven components of the award:
1. Leadership
2. Strategic planning
3. Customer and market focus
4. Measurement, analysis, and knowledge
management
5. Workforce focus
6. Process management
7. Results
E. Model for state and local quality programs
While the Deming
Award was offered in
Japan, the Baldrige
award was offered in
the U.S. starting in
1987. Have students
conduct searches for
other quality award
programs and
examine the
similarities and
differences among
them.
VI.
International Organization for Standardization
(ISO)
A. Promotes global quality
B. Arose from lack of standardization among
products produced by different companies
and countries, which created a barrier to
international trade
C. Main goals:
1. To develop agreements on production
designs to increase compatibility among
Ask students what
type of measurement
system is used in the
U.S. (customary) and
what is used in
Europe (metric).
Sometimes this
makes it inconvenient
for traveling. What if
that was the case with
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D.
E.
F.
G.
products
2. To establish standards to ensure quality
and reliability among different companies
Over 130 participating countries
ISO 9000 – requirements for:
1. Manufacturing processes
2. Product specifications
ISO 14000 – requirements for:
1. Environmental management
2. Use of resources
3. Protection of the environment
Results:
1. More efficient trade among businesses
and countries
2. Increased quality of products and
operations in thousands of companies
product standardsdifferent for different
manufacturers? This
is the main reason for
ISO standards. They
explain what an
organization will do to
meet certain goals
and standards.
Have students
conduct searches for
what types of
products they can find
they comply with ISO
standards
Copy and Paste Multiple Intelligences Graphic in appropriate place in left column.
Application
Guided Practice (LSI Quadrant III):
 Ask students what they think is meant by the word “quality”. Record responses on the
board or document camera. Discuss whether or not companies should pay more to develop
higher-quality products at a cost of possibly lower profit per product, or if their goal should
be to retain customers, or both.
 Provide students with the following scenario and have them get into groups, group size
depends on class size, to discuss their roles in this scenario: each group represents a
member of management of a home improvement store. A customer has sent the store a
scathing complaint letter mentioning several areas such as customer service, product
quality, installation services, and price. One letter does not always signal a major problem;
however, comment cards that were previously sent to customers and have been returned
mention several of these areas as well. One group represents the President of the
company, one is the Service Manager who handles the installations, one is the Sales
Manager whose area of responsibility is product sales and inventory, and the last group is
the Customer Service Manager who represents the direct sales by cashiers. Since, Total
Quality Management means all aspects of a business affect the quality of the business,
each group must discuss the complaint issues and make recommendations as to how to
handle them.
 The groups should prepare a short presentation to share with the entire class pointing out
their role with the company and their proposals to handle the situation.
Independent Practice (LSI Quadrant III):
 Quality Awards Newsletter Assignment #1– Student will create a one-page, two-column
newsletter that is designed to inform companies of the following: what the Baldrige and
Deming Awards are, mention of previous companies that have won these awards, and a link
Copyright © Texas Education Agency, 2012. All rights reserved
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to the application for these awards. The newsletter is to be informative, consistently
formatted throughout, and attractive in appearance. Any software may be used for this
newsletter.
 Create Your Own Award Certificate Assignment #2– After reviewing the award criteria
and categories measured for the Baldrige and Deming Awards, students will create their
own award for a company they choose. They will print an award certificate using desktop
publishing software which will include the following: 1) a name for their award, 2) the
company and product receiving the award, and 3) the specific criteria upon which the award
is based.
 ISO Certification Recommendation Presentation Assignment #3– In small groups of 2
or 3, depending upon the class size, students are to create a presentation, using either
presentation management software or a web-based presentation program, that is designed
to recommend a company for ISO certification. The group will decide upon a company with
which they are familiar. They may seek either ISO 9000 or ISO 14000 certification. The
number of slides will be determined by the group but must be substantial enough to provide
as much information as possible about the company and the desired accreditation (9000 or
14000) being sought.
Summary
Review (LSI Quadrants I and IV):
Q: What is the purpose of the control function of management?
A:
It determines whether goals are being met and what actions to take if performance falls short
of goals.
Q: What is ‘quality control’?
A:
A standard of perfection such as sampling products to check for errors or having no errors on
an invoice.
Q: Who are two pioneers in awarding quality standards?
A:
Malcolm Baldrige and W. Edwards Deming.
Q: What shift ocurred which became the basis of TQM?
A:
The shift from efficiency to quality.
Q: What are ISO standards?
A:
ISO is a standard measurement system designed to increase compatibility among products
and establish standards to ensure quality and reliability among different companies in
different countries as well. Its goal to promote global quality.
Evaluation
Informal Assessment (LSI Quadrant III):
1. Instructor will observe students during Independent Practice.
2. Instructor will assist students as needed.
Formal Assessment (LSI Quadrants III and IV):
Use the assigned rubrics to evaluate the two Independent Practice Assignments (LSI Quadrant III).
Extension
Extension/Enrichment (LSI Quadrant IV):
1. Students will interview a member of management of a business to determine if they are
aware of any quality, customer service, or other awards that their business has ever
achieved or would like to be recognized for. Then ask them to list the quality their business
possesses for which they take pride in and would like to be recognized. Create a flyer with
the list of awards and qualities.
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Quality Control
Independent Practice Assignments



Quality Awards Newsletter Assignment #1– Student will create a one-page,
two-column newsletter that is designed to inform companies of the following:
what the Baldrige and Deming Awards are, mention of previous companies that
have won these awards, and a link to the application for these awards. The
newsletter is to be informative, consistently formatted throughout, and attractive
in appearance. Any software may be used for this newsletter.
Create Your Own Award Certificate Assignment #2– After reviewing the
award criteria and categories measured for the Baldrige and Deming Awards,
students will create their own award for a company they choose. They will print
an award certificate using desktop publishing software which will include the
following: 1) a name for their award, 2) the company and product receiving the
award, and 3) the specific criteria upon which the award is based.
ISO Certification Recommendation Presentation Assignment #3– In small
groups of 2 or 3, depending upon the class size, students are to create a
presentation, using either presentation management software or a web-based
presentation program, that is designed to recommend a company for ISO
certification. The group will decide upon a company with which they are familiar.
They may seek either ISO 9000 or ISO 14000 certification. The number of slides
will be determined by the group but must be substantial enough to provide as
much information as possible about the company and the desired accreditation
(9000 or 14000) being sought.
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Quality Control
Quality Awards Newsletter Assignment #1
Student Name: ______________________
20
15
10
1
Organization
Newsletter is clearly
organized in
sections with a
heading identifying
each section.
Newsletter is clearly
organized in
sections with
inconsistent heading
styles, although all
headings are
present.
Newsletter is
adequately organized
but headings not
present.
Newsletter is
unorganized, difficult
to follow, with no
headings.
Layout Columns
Columns are neatly
typed in the justified
type style. There are
adequate and
consistent gutters
between columns.
Looks professional
in appearance.
Columns are neatly
typed. There are
adequate and
consistent gutters
between columns.
Looks fairly
professional.
Columns are typed.
There are adequate
gutters between
columns. It is easy to
read, but looks
somewhat
nonprofessional.
Columns are not
neatly typed and/or
gutters are not
adequate, so
newsletter is
somewhat difficult to
read.
Spelling and
Proofreading
No spelling or
grammar errors
remain after one or
more people (in
addition to the typist)
read and correct the
newsletter.
No more than a
couple of spelling or
grammar errors
remain after one or
more people (in
addition to the typist)
read and correct the
newsletter.
No more than 3
spelling or grammar
errors remain after
one or more people
(in addition to the
typist) read and
correct the
newsletter.
Several spelling or
grammar errors
remain in the final
copy of the
newsletter.
Graphics
Graphics are wellcropped, include
captions, are clearly
related to the topic,
and are placed
appropriately.
Graphics are wellcropped, include
captions, are clearly
related to the topic,
but may not be
placed appropriately.
Graphics may have
captions missing,
only adequately
relate to the topic,
and may not be
placed appropriately.
Graphics do not
have captions, do
not relate to the
topic, and are placed
haphazardly.
Requirements
All of the required
content was present,
demonstrating
exceptional
understanding of
topic.
Almost all the
required content was
present,
demonstrating
adequate
understanding of
topic.
At least 50% of the
required content was
present,
demonstrating less
than adequate
understanding of
topic.
Less than 50% of
the required content
was present,
demonstrating little
to no understanding
of topic.
CATEGORY
Total Score _____________
Maximum 100 Points
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9
Quality Control
Create Your Own Award Certificate Assignment #2
Student Name: ______________________
20
15
10
1
Attractiveness
The certificate is
exceptionally
attractive in terms of
design, layout, and
neatness.
The certificate is
attractive in terms of
design, layout and
neatness.
The certificate is
acceptably attractive
though it may be a
bit messy.
The certificate is
distractingly messy
or very poorly
designed. It is not
attractive.
Use of Class
Time
Used time well
during each class
period. Focused on
getting the project
done. Never
distracted others.
Used time well
during each class
period. Usually
focused on getting
the project done and
never distracted
others.
Used some of the
time well during each
class period. There
was some focus on
getting the project
done but
occasionally
distracted others.
Did not use class
time to focus on the
project OR often
distracted others.
Mechanics
Capitalization and
punctuation are
correct throughout
the certificate.
There is 1 error in
capitalization or
punctuation.
There are 2 errors in There are more than
capitalization or
2 errors in
punctuation.
capitalization or
punctuation.
Required
Elements
The certificate
includes all required
elements as well as
additional
information.
All required elements All but 1 of the
are included on the required elements
certificate.
are included on the
certificate.
Several required
elements were
missing.
Knowledge
Gained
Student
demonstrates
exceptional
understanding of
topic through content
of the award
certificate.
Student
demonstrates
adequate
understanding of
topic through content
of the award
certificate.
Student appears to
have insufficient
knowledge about the
facts or processes
used in creating the
certificate.
CATEGORY
Student
demonstrates less
than adequate
understanding of
topic through content
of the award
certificate.
Total Score _____________
Maximum 100 Points
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10
Quality Control
ISO Certification Presentation Assignment #3
Student Name: ______________________
4
3
Spelling and
Grammar
Presentation has no
misspellings or
grammatical errors.
Presentation has 1-2 Presentation has 1misspellings, but no 2 grammatical
grammatical errors.
errors but no
misspellings.
Text - Font
Choice and
Formatting
Font formats (e.g.,
color, bold, italic)
have been carefully
planned to enhance
readability and
content.
Font formats have
been carefully
planned to enhance
readability.
Font formatting has Font formatting
been carefully
makes it very difficult
planned to
to read the material.
complement the
content. It may be a
little hard to read.
Content Accuracy
All content
throughout the
presentation is
accurate. There are
no factual errors.
Most of the content is
accurate but there is
one piece of
information that might
be inaccurate.
The content is
generally accurate,
but one piece of
information is
clearly flawed or
inaccurate.
Content is typically
confusing or contains
more than one
factual error.
Effectiveness
Project includes all
material needed to
gain a comfortable
understanding of the
topic. It provides
plenty of information
to make a
recommendation.
Project includes most
material needed to
gain a comfortable
understanding of the
material but is lacking
one or two key
elements. It provides
adequate information
to make a
recommendation.
Project is missing
more than two key
elements. It
provides inadequate
information.
Project is lacking
several key elements
and has inaccuracies
that make it a poor
recommendation
presentation.
Cooperation
Group delegates
tasks and shares
responsibility
effectively all of the
time.
Group delegates
tasks and shares
responsibility
effectively most of
the time.
Group delegates
tasks and shares
responsibility
effectively some of
the time.
Group often is not
effective in
delegating tasks
and/or sharing
responsibility
CATEGORY
2
1
Presentation has
more than 2
grammatical and/or
spelling errors.
Total Score _____________
Maximum 100 Points
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11