TROY UNIVERSITY
MASTER SYLLABUS
SORRELL COLLEGE OF BUSINESS
MSM 6645
Total Quality Management in Organizations
Prerequisites
MSM 6610 Theories of Organizational Behavior
Description
Analysis of Total Quality Management (TQM) and the driving philosophy, including leadership,
human resource management and human resource development, strategic planning,
implementation, methods, benchmarking, results, and the principles of closing the loop. Case
analyses used to illustrate TQM as a systemic approach to organizational effectiveness using the
Baldrige Criteria. MSM core requirement; potential MBA unspecified elective (non-Accounting).
Potential MSHRM elective.
Student Learning Outcomes
On completion of the course, the student should be able to:
1. Propose an understanding of how organizational effectiveness is created and the benefits
of TQM.
2. Create case analyses to effectively select approaches and apply techniques and processes.
3. Apply fundamental concepts of concepts, philosophies, and strategies in TQM such as
but not limited to LEAN, Six Sigma and process control.
4. Differentiate between various approaches and improvement techniques to TQM including
but not limited to fishbone and cause and effect diagrams and Pareto charts.
5. Propose key organizational and leadership philosophical elements necessary to introduce,
support and apply TQM culture in organizations.
6. Integrate the importance of lessons learned, benchmarking, and closing the loop in TQM.
7. Assess the role of the customer and other stakeholders in defining customer satisfaction,
value, customer expectations, and organizational efficiency.
8. Demonstrate the role of strategic planning and its relationship to human resource
development, management, and leadership throughout the organization.
9. Evaluate appropriate applications and approaches to measures of success in various
aspects of the organization not limited to process management, benchmarking, employee
evaluations, and results.
Master Syllabi are developed by the senior faculty in each business discipline. This Master Syllabus must be used as the basis for developing the
instructor syllabus for this course, which must also comply with the content specifications outlined in the Troy University Faculty Handbook.
The objectives included on this Master Syllabus must be included among the objectives on the instructor’s syllabus, which may expand upon the
same as the instructor sees fit. The statement of purpose seeks to position the course properly within the curriculum and should be consulted by
faculty as a source of advisement guidance. Specific choice of text and other details are further subject to Program Coordinator guidance.
1 August 2005
Master Syllabus: MSM 6645
2
Purpose
The purpose of this course is to introduce graduate-level students to the driving philosophy and
concepts behind total quality management, including philosophy, methods, measurements and
applications. Students will work with applications in workplace scenarios, diagnosing, analyzing
and applying appropriate processes to improve organizational effectiveness. MSM Leadership
concentration course.
(Recommended) Approved Texts
Goetsch, D. L. (2010). Quality Management for Organizational Excellence (6th Ed.). Pearson.
ISBN 0-13-501967-2.
Summers, D. (2009). Quality Management: Creating and Sustaining (2nd Ed.). Pearson.
ISBN 0-13-500510-8. (RECOMMENDED)
Required Reading:
MBQNA Criteria (http://www.nist.gov/baldrige/enter/manufacturing.cfm)
Supplemental:
As appropriate, none at this time
Troy University Faculty Handbook (2010): Section 3.9.2.8 [extract] — essential elements of the syllabus (somewhat modified for space):
1. Course title
2. Course number +
section
3. Term
4. Instructor
5. Prerequisites
6. Office hours
7. Class days, times
8. Classroom
location
9. Office location +
e-mail address
10. Office telephone
11. Course
description,
objectives
12. Text(s)
13. Other materials
16. General supports
14. Grading methods,
(computer works,
criterion weights,
writing center)
make-up policy,
17. Daily assignments,
mid-term grade
holidays, add/drop
reports
& open dates, dead
15. Procedure, course
day, final exam
requirements
18. ADA statement
19. Electronic device
statement
20. Additional
services,
statements
21. Absence policy
22. Incomplete work
policy
23. Cheating policy
24. Specialization
requirements
(certification,
licensure, teacher
competencies)