OMGT 5373—Quality Management Location: Live course; SAU Tech Camden Arkansas, Mondays and Wednesdays 6:00-9:00 p.m. Instructor: Mike Cash; contact cell 870-390-0760 or email cashm@earthlink.net Course Description: Introduces students to quality management concepts and their use in enhancing organizational performance and profitability. History of the quality movement, its broad application in key economic sectors, and philosophical perspectives of major quality leaders will be discussed. Focus is on continuous process improvement, using data and information to guide organizational decision-making. The Six Sigma approach and associated statistical tools, supporting process improvement, are also covered. Prerequisite: OMGT 4333, Applied Statistics or University approved equivalent. Required Textbook: Managing for Quality and Performance Excellence 8th Edition James Evans & William Lindsay, South-Western, Cengage Learning, 2011. ISBN: 13: 978-032478320-9 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 MalcolmBaldridge, ISO-9000, 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 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 1 12.Explain the use of statistical process control and its impact on process improvement Grading: Chapter Quizzes Exams 2 @ 20% Discussion Participation/Weekly Scan Personal Quality Checklist Team or Individual Project and paper Total* 25% 40% 10% 5% 20% 100% Final Grade A > 90% B 80 - 89% C 70 – 79% D 65 - 69% F < 64% *Extra Credit up to 2% for qualified end-of-course evaluation Academic Honesty 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 as referring only to passing off another’s writing as one’s own. The definition also extends to ideas and arguments taken from others’ work without proper citing of the original source. It is also not permissible to construct papers or reports by merely “cutting and pasting” and then just citing another’s work. In writing for homework or projects, you should read and learn, process information through your mind, relate ideas, and then express your take on the material you’ve read in your own words. Cite the references where you found your information. If you do use someone else’s words, do so sparingly, use quotation marks, and cite. A complete statement of the U of A’s Academic Honesty Policy is available in the UA Student Handbook and the UA Graduate Catalog. Inclement Weather Policy: If the base or campus closes for inclement weather or other reasons, your site coordinator will be the first to know. She will call the professors and send the students e-mail advising of class cancellations. If your professor cancels a class 2 he/she will contact the site coordinator, and she will send an e-mail to the students in that class advising of class cancellation. Course Units/Calendar: LESSON 1 22-Aug LESSON ASSIGNMENTS FOR OMGT 5373 (Term 1 2011) Block I The Quality System TOPIC ASSIGNMENT Introductions Course overview Chapter 1 Introduction to Quality Read Chapter 1 Complete Chapter 1 quiz Read Chapter 2 Answer Review Questions 2 Chapter 2 Total Quality in Organizations 24-Aug Personal Quality Checklist due 3 Chapter 3 Philosophies and Frameworks 29-Aug Team or Individual Project Assignments 4 Chapter 4 Strategic Focus for Performance Excellence Review Chapter 2 Complete Chapter 2 quiz Read Chapter 3 Answer Review Questions Review Chapter 3 Complete Chapter 3 quiz Read Chapter 4 Answer Review Questions Block II The Management System 31-Aug 5 Read Chapter 5 Answer Review Questions Chapter 5 Focusing on Customers 5-Sep 6 12-Sep 3 Review Chapter 5 Complete Chapter 5 quiz Read Chapter 6 Answer Review Questions Chapter 6 High Performance Workforce Management 7-Sep 7 Review Chapter 4 Complete Chapter 4 quiz Review Chapter 6 Complete Chapter 6 quiz Read Chapter 7 Answer Review Questions Exam 1 (Chapters 1- 6) Chapter 7 Process Management Personal Quality Checklist mid-term update due Review Chapter 7 Complete Chapter 7 quiz Read Chapter 8 Answer review questions 8 Chapter 8 Performance Measurement and information management 14-Sep 9 Review Chapter 8 Complete Chapter 8 quiz Read Chapter 9 Answer Review Questions Chapter 9 Leading, Building, and Sustaining Performance Excellence 19-Sep Review Chapter 9 Complete Chapter 9 quiz Read Chapter 10 Answer Review Questions Block III Six Sigma and the Technical System 10 Chapter 10 Statistical Thinking and Applications 21-Sep 11 Review Chapter 10 Complete Chapter 10 quiz Read Chapter 11 Answer Review Questions Chapter 11 Six Sigma and Process Improvement 26-Sep Review Chapter 11 Complete Chapter 11 quiz Read Chapter 12 Answer Review Questions Chapter 12 Design for Quality and Product Excellence Review Chapter 12 Complete Chapter 12 quiz Chapter Problem assignments for Chapters 10, 11, 12 Read Chapter 13 Answer Review Questions 13 Chapter 13 Statistical Process Control Review Chapter 13 Complete Chapter 13 quiz 3-Oct Case Studies- in Class Work Groups and discussion 14 Chapter Problem assignments for Chapters 10, 11, 12 In depth review of Chapters 10, 11, 12 12 28-Sep Complete assigned problem assignments for Chapters 10,11,12 5-Oct 15 10-Oct 16 12-Oct 4 Team or Individual Project Presentations and Papers due Complete Personal Quality Checklist Final version of Personal Quality Checklist due Project Presentations Review for Exam #2 Complete Project End of course evaluation form handout Exam #2 (Chapters 7 – 13) End of Class Course Requirements-Additional Notes: Class preparation and discussion participation are important. Read the assigned chapters in order to do well on quizzes and exams. Also, be prepared to obtain and discuss recently published articles of interest (weekly scan) as it relates to Quality Management. Finally, I recognize team based project assignments may be difficult to coordinate and accomplish. We will discuss in Session 1 whether Team Projects or individual research projects can best accomplish course learning objectives. Team projects or individual research projects will be assigned August 29th and will be due October 10th. A short 10-15 minute PowerPoint presentation will be made to the class on the assigned topic and a 3-5 page research paper will be due. Details of areas to cover in the PowerPoint presentation and research paper will be covered in class and posted on Blackboard. Personal Quality Checklist Each student will be required to develop and maintain a personal quality checklist and analyze the results periodically throughout the term. The exercise is described in pages 30-31, and pages 40-41 in Chapter 1. Students should identify a minimum of 3 items they want to track and improve over time. Each student should provide me a list of their items during class or via email by Wednesday, August 24th. Students are required to submit a mid-term update on their personal checklist to me no later than Monday, September 19th. The final summary should be returned to me Wednesday, October 10th. We will discuss a format to use for the personal checklist on the first day of class. Final Project This project will be accomplished individually or in pairs. This is your opportunity to apply some of the quality management tools and skills you have learned during the semester to a problem of interest. Part of the challenge is to find a problem of interest to your team as well as figure out how to gather data, analyze data, and develop a quality product that demonstrates your understanding of some of the principles taught during the term for a distributed team. This can be done in a variety of ways and on a variety of topics. I am especially interested in the application of Quality Management tools. Some suggestions (you are not limited to these - be creative!!! If you aren’t sure, ask for help!) - - 5 Develop a well written and well researched case similar to the Quality in Practice cases in the chapters of the book that addresses a topic related to the course. This might be based on literature or real experiences with the company you have worked. Summarize the quality practices at a local company in which you worked or contracts different firms in the same industry based on their quality practices. Apply a quality tool that we have learned during this course to a real problem at a company, student organization, church, or other non-profit - organization. This might include process improvement tools or other Six Sigma tools. Check out the Projects, Etc., sections of the book for other ideas. Deliverable: Due October 10th A 5-10 page paper with complete citations summarizing your project. In addition, prepare an annotated power point presentation (use the notes page to summarize what would be said for each slide) summarizing your project. The power point presentation should be constructed so that it could be given in 15 -20 minutes. I will use peer reviews of your products to help determine your grade. Get approval for your topic no later than September 21st. Please submit a one or two paragraph description of what your team plans to do for the project.. Class Procedures: if you find that you are unable to attend class, please notify me in advance using the above contact information. This is particularly important if there are quizzes, exams, or project/research paper due dates involved. I will make every attempt to help you achieve the course learning objectives and class commitments such as offering alternative dates for make-up exams, etc. Changes to syllabus: The above schedule and procedures in this course are subject to change in the event of extenuating circumstances. 6