The University of Jordan Faculty of Management and Finance – Department of Business Management Course Name:Total Quality Management Course Code: 5201419 Course Credit: 3 hours Pre-requisite: 5201101 Lecture Timetable:Sunday Tuesday Thursday 8:00 – 9:30 Class room: 220 Faculty: Faculty of Management and Finance Department: Department of Business Management Instructor Name: Yasar Awad Shatnawi Office Number: 379 Office Hours: Sunday Tuesday Thursday 9:00–10:00 Monday Wednesday 10:00 – 11:00 E-mail: [email protected] Course Description: This course aims at introducing the philosophy of total quality management, its historical evolutions and elements such as leadership, customer satisfaction, Employee involvement, continuous process improvement, supplier partnership and performance measurement. The course also introduces the tools and techniques of total quality management. Course Objectives: - General Objectives:The objectives of this course is to introduce the main principles of business and social excellence, to generate knowledge and skills of students to use models and quality management methodology for the implementation of total quality management in any sphere of business and public sector. - Specific Objectives: After completing this course the student should be able to: 1. Provide a deeper knowledge of various principles and core concepts of Total Quality Management. 2. Know the principles of total quality management and peculiarities of their implementation 3. Understand the part Total Quality Management play in management 4. Understand the essential steps for the successful implementation of Total Quality Management 5. Be able to use quality management methods analysing and solving problems of organization Course Contents: Chapter One: Understanding Quality (Two weeks) - Quality, competitiveness and customers Understanding and building the quality chains Managing quality Quality starts with understanding the needs Quality in all functions Chapter Two: Models and frameworks for total quality management(Two weeks) - Early TQM frameworks 18 Quality award models 21 The four Ps and three Cs of TQM – a new model for TQM Chapter Three: Leadership and Commitment (Two weeks) - The total quality management approach Commitment and policy Creating or changing the culture Effective leadership Excellence in leadership Chapter Five: Partnerships and resources (One week) - Partnering Role of purchasing in partnerships Just-in-time (JIT) management Resources Chapter Six: Design the Quality (Two weeks) - Design, innovation and improvement The design process Quality function deployment (QFD) – the house of quality Specifications and standards Design in the service sector Failure mode, effect and criticality analysis (FMECA) The links between good design and managing the business Chapter Seven: Performance Measurement Frameworks (Two weeks) - Performance measurement and the improvement cycle Costs of quality The process model for quality costing A performance measurement framework The implementation of performance measurement systems Chapter Nine: Benchmarking (One week) - The why and what of benchmarking The purpose and practice of benchmarking The role of benchmarking in change Communicating, managing stakeholders and lowering barriers Choosing benchmarking-driven change activities wisely Chapter Ten: Process Management (One week) - Process management vision Process Classification Framework and process modeling Process flowcharting Leadership, people and implementation aspects of process management Chapter Thirteen: Continuous Improvement (Two weeks) - A systematic approach Some basic tools and techniques Statistical process control Some additional techniques for process design and improvement Taguchi methods for process improvement Six sigma The ‘DRIVE’ framework for continuous improvement Chapter Seventeen: Implementing TQM (One week) - TQM and the management of change Planning the implementation of TQM Sustained improvement Assessment Methods: 12345- Evaluation Tool Mid-term Examination Participation Homework Short Exam Final Examination Grading % 30% 5% 10% 5% 50% Date During the semester During the semester During the semester During the semester Determined by the University Main Textbook: - Oakland, J., S. 2003. Total Quality Management text with cases. 3rd edition. Burlington: Butterworth-Heinemann Additional readings: - Dahlgaad, J., J ,Kristensem, K., and Kanji, G., K., 2007. Fundamentals of Total Quality Management, process analysis improvement. UK: Taylor & Francis e-library. Course Policies: Attendance - Students are expected to attend class. Students may not receive credit for a course if they do not attend 85 % of the class meetings Academic Honesty: - All the assignments and work submitted by the student should be his or her own. All actions of academic dishonesty including cheating, plagiarism or helping other students in such actions will be deal with strictly according to the university regulations. Assessments Methods: - - All students are expected to attend all exams. Student cannot retake the exam without an excuse within three days of the exam date and the instructor has the right to accept or refuse it according to the university rules. All students must submit home works on time otherwise the instructor will not accept it.