FLORIDA STATE COLLEGE AT JACKSONVILLE
COLLEGE CREDIT COURSE OUTLINE
COURSE NUMBER:
MAN 2043
COURSE TITLE:
Quality Management
PREREQUISITE(S):
None
COREQUISITE(S):
None
CREDIT HOURS:
3
CONTACT HOURS/WEEK:
3
CONTACT HOUR BREAKDOWN:
Lecture/Discussion:
3
Laboratory:
Other ____________:
FACULTY WORKLOAD POINTS:
3
STANDARDIZED CLASS SIZE
ALLOCATION:
35
CATALOG COURSE DESCRIPTION:
This course will be examined as a comprehensive managerial responsibility. The various philosophies,
concepts, practices and methods of quality management are studied and evaluated using a broad and
integrated approach including case studies.
This course introduces the principles, techniques, and basic tools of quality and business process
improvement used by organizations. Topics include continuous process improvement, performance measures,
Statistical Process Control, and benchmarking, as well as the use of various management tools to achieve
continuous process improvement and customer satisfaction. This course explores how various tools are
implemented to aid in quality and process improvement in the supply chain.
SUGGESTED TEXT(S):
Managing for Quality and Performance Excellence,
Evans and Lindsay, Cengage Learning, Latest Edition.
IMPLEMENTATION DATE:
Winter Term, 1994 (942)
REVIEW OR MODIFICATION DATE:
Fall Term 2002 (20031)
Fall Term 2008, (20091) – Outline Review 2007
Fall Term 2015 (20161) – Proposal 2014-81
Fall Term 2015 (20161) – Outline Review Process 14-15
1
COURSE TOPICS
CONTACT HOURS
__PER TOPIC__
I.
Introduction and Foundation
A. Introduction to Quality
(2)
1. Principles
2. Concepts
B. Foundations of Quality Management
(2)
1. Lessons from history
2. Modern forces
3. Global competition
4. Technological change
5. Social forces
C.
Customer Focus
(3)
1.
Identifying Customers
2.
Understanding Customer Needs
3.
Managing Customer Relationships
4.
Measuring Customer Satisfaction and Engagement
5.
Measuring Customer Loyalty
D.
Workforce Focus
(3)
1.
Workplace Environment
2.
Performance Management
10
II.
History and Philosophies
A.
Philip Crosby
B.
W. Edwards Deming
C.
Kaoru Ishikawa
D.
Joseph M. Juran
E.
Other Quality Masters
6
III.
IV.
Leadership for Performance Excellence
A. Management Orientation
1.
Corporate Culture
2.
Leadership Styles
3.
Change Management
B. Employee Empowerment
1.
Motivation
2.
Team Building
3.
Employee Commitment
4.
Performance Management
(1)
(2)
(1)
(1)
(1)
8
(3)
(5)
Tools and Techniques
A.
B.
Organizational
1.
Cause and Effect
2.
Data Collection
3.
Data Presentation
4.
Work Flow Analysis
Planning
1.
Deming's Plan-Do-Check-Act
Cycle
2.
Force Field Analysis
3.
Goal Setting
15
(3)
(3)
2
COURSE TOPICS (Continued)
C.
D.
E.
V.
Self Examination
1.
Auditing
2.
Benchmarking
3.
Fool proofing
4.
Cost of Quality
Group Techniques
1.
Brainstorming
2.
Delphi Technique
3.
Quality Circles
4.
Customer Oriented Culture
Additional Tools
Methods and Practices - Case Studies
(For Example: Baldridge Award Winners)
CONTACT HOURS
__PER TOPIC__
(3)
(3)
(3)
6
3
PROGRAM TITLE:
Business Administration and Management
COURSE TITLE:
Quality Management
CIP NUMBER:
1552020102
Program Frameworks can be found at the following website: http://www.fldoe.org/workforce/dwdframe/
4
Florida State College at Jacksonville
Course Learning Outcomes and Assessment
SECTION 1
Semester Credit Hours (Credit):
Contact Hours (Workforce)
Course Prefix and Number:
MAN 2043
Course Title:
Quality Management
3
SECTION 2a (To be completed for General Education courses only.)
TYPE OF COURSE (Place an “X” in the box next to those that are applicable.)
General Education Core (If selected, core discipline area will be identified in Section 4.)
General Education (If selected, you must also complete Section 4, Section 5, and Section 8)
SECTION 2b
TYPE OF COURSE (Place an “X” in the box next to those that are applicable.)
X A.A. Elective
X A.S. Required Course
X A.S. Professional Elective
A.A.S. Required Course
A.A.S. Professional Elective
X Technical Certificate
PSAV/Clock Hour/Workforce
Development Education
Apprenticeship
Upper Division/Bachelors
Other:
If selected, use this space to title “other” option.
SECTION 3
INTELLECTUAL COMPETENCIES (Place an “X” in the box next to those that are applicable.)
X
Reading
X
Speaking
X
Critical Analysis
X
Writing
X
Listening
X
Information
Literacy
X
Qualitative Skills
Ethical Judgement
Scientific Method of
Inquiry
Working
Collaboratively
SECTION 4 (To be completed for General Education courses only.)
GENERAL EDUCATION DISCIPLINE AREA (Place an “X” in the box next to those that are applicable.)
Communications
Humanities
Mathematics
Social and Behavioral Sciences
Natural Sciences
SECTION 5 (To be completed for General Education courses only.)
GENERAL EDUCATION LEARNING OUTCOME AREA (Place an “X” in the box next to those that are applicable.)
Communication
Scientific and Quantitative Reasoning
Critical Thinking
Information Literacy
Global Sociocultural Responsibility
SECTION 6
LEARNING OUTCOMES
Identify the economics of quality.
Analyze the human component and the use of
employee empowerment in the improvement
of quality and organizational performance.
TYPE OF OUTCOME
(General Education,
Course or Program)
Course
METHOD OF ASSESSMENT
Discussions, assignments, projects, or exams
Discussions, assignments, projects, or exams
Course
Discussions, assignments, projects, or exams
Describe the content of several philosophies
of quality.
Course
5
SECTION 6 (Continued)
LEARNING OUTCOMES
Analyze and apply the principles of Total
Quality Management.
Understand the relationship between quality,
leadership, and productivity.
Apply various problem solving techniques to
quality.
Explain the quality planning process.
TYPE OF OUTCOME
(General Education,
Course or Program)
Course
Course
Course
Course
METHOD OF ASSESSMENT
Discussions, assignments, projects, or exams
Discussions, assignments, projects, or exams
Discussions, assignments, projects, or exams
Discussions, assignments, projects, or exams
SECTION 7
Faculty name(s):
Johnny Bowman
Date:
12/4/2014
CS20150615
6