1
Jubail University College
Department of Business Administration
COURSE SYLLABUS - SEMESTER 332
Course Code &
Number
BUS 243
Course Title
Skill
Total Quality Management
Instructor
Asst. Prof. Dr. Wasantha Rajapakshe
Office Location
# 422
Office Hours
Day
Period
Saturday
1,2,4,5,6
Sunday
3,4,5,7
Monday
3,6
Tuesday
4,5,6
Wednesday
1,2,3
Instructor’s Office
Phone
03-3459000 Extension: 3651
Instructor’s Email
& Website
rajapakshew@ucj.edu.sa
http://www.wasantharaj.weebly.com
Section numbers
Class hours
201
Day
Saturday
Sunday
Monday
Tuesday
Wednesday
Period
3
1,2
2
Prerequisites
BUS 101
Course Rationale
The course provides students with fundamentals and contemporary knowledge
of TQM, during which students develop skills needed for analyzing various
models for organizational TQM implementation. The course also enhances
students’ understanding and practice of TQM critical Soft and Hard factors
concerned with the implementing of TQM. The course also explains how various
gurus from America, Europe and Japan contributed towards TQM development
Course
Objectives
This is an advanced management course but a required course for all business
majors. This course reviews the fundamental principles and historical
foundations of total quality and to promote high-performance management
practices and foundation for understanding and applying Six Sigma. Students
will acquire knowledge through the selected textbook and assigned reading
materials (as well as material accessible through the web) and apply them to
specific real world management situations.
At the end of this course, students will be able:
 Understand continual improvement, customer satisfaction, process
improvement and total organizational involvement;
 Understand both technical and philosophical issues surrounding
quality management;
 Apply quantitative and qualitative tools and techniques in
appropriate ways to investigate and ultimately resolve product or
service quality concerns;
 and, Evaluate the use of TQM initiatives, tools, and techniques in
an organization.

Methods of
Instruction
Required
Textbook
Proposed
Websites
The course incorporates different teaching approaches: lecture,
assignments, group work, class discussions and self motivation/self-learning
“owning your own behavior”. You are expected to come to class having read
and thought about topics scheduled for the class sessions. Note that your
participation will make the class pleasant and intellectually stimulating, so
please do attend every session.
The Management and Control of Quality: 2011. 8th Edition. James R.
Evans and William M. Lindsay, Thomson South-Western. ISBN: 13 978-0538-45260-1
http://www.cengage.com/international
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Grading Scheme
Assignment 01
Assignment 02
Quiz 01
Quiz 02
Midterm Examination
Final Examination
Total
10%
10%
10%
10%
20%
40%
100%
Jubail University College Grading Scale
Total Points Letter Grade
Percentage
+
A
95-100%
A
90-<95%
B+
85-<90%
B
80-<85%
C+
75-<80%
C
70-<75%
D+
65-<70%
D
60-<65%
F
0-<60%
W
Withdrawal
WP
Withdrawal while Pass
WF
Withdrawal while Fail
DN
Denial
I
Incomplete
P
Pass
Grade Point
4.0
3.75
3.5
3.0
2.5
2.0
1.5
1.0
0.0
N/A
N/A
0.0
0.0
N/A
N/A
Course Outline
Week
Topics & Activities
Notes
1
Introduction to Quality
 The History and Importance of Quality
 Defining Quality
 Total Quality
Chapter 1
2
Introduction to Quality
 Quality and Competitive Advantage
 Three Levels of quality
Chapter 1
4

3
4
Quality and Personal Values
Total Quality in Organizations
 Quality and System thinking
 Quality in Manufacturing
 Quality in Service
 Quality in Health Care
 Quality in Education
 Quality in small Business
 Quality in Public Sector
Philosophies and Frameworks
 Quality Management Philosophies
Chapter 2
Chapter 3
QUIZ 01
5
6
7
8
9
Philosophies and Frameworks
 Quality Management Awards
Leadership and Strategic Planning
 Leadership for quality
 Leadership theory and practices
Leadership and Strategic Planning
 Creating Leadership system
 Leadership and Strategic Planning in the Baldrige Criteria,
ISO 9000, and Six Sigma
Chapter 3
Chapter 4
Chapter 4
MID TERM EXAMINATION
Focusing on Customers
 The Importance of customer satisfaction and loyalty
 Creating Satisfied Customers
 Identifying Customer
Focusing on Customers
 Understanding Customer Needs
 Customer relationship management
 Measuring Customer Satisfaction
High-Performance Workforce Management
 The evolution of workforce management
 Principles of engagement and motivation

Designing High –performance work system
Chapter 5
12
High-Performance Workforce Management
 Managing high-performance work system

Sustaining High-performance work system
Chapter 6
13
Process Management
 Business processes
 Process management framework
 Designing work processes
 Process control
10
11
Chapter5
Chapter 6
QUIZ 02
Chapter 7
5
14
15
16
17
18
Process Management
 Process improvement
 Process improvement methodologies
 Breakthrough improvement
Performance Measurement
 The scope of performance measurement

Designing effective performance measurement systems

Analyzing and using performance data

The cost of quality
Performance Measurement

Measuring the return on quality

Managing information resources

Knowledge management

Measurement and Information management
Chapter 7
Chapter 8
Chapter 8
FINAL EXAM
FINAL EXAM
Jubail University College Policies
Attendance
1. Attending at punctual time: Present otherwise the student is
absent.
2. Late attendance 0  < 5 minutes: is late
3. Late ≥ 5 minutes: is absent
Notes:
(i)
Every 3 late are counted as 1 absent
3
(ii)
Every 15 × total semester contact hours + 1 is DN
Grading
1. Quality point: is the result of multiplying the credit hours by
the grading points.
1. Semester GPA: is the result of dividing total quality points
achieved in all courses at that semester by total graded credit
hours of all courses in that semester.
2. Cumulative GPA in a semester: is the sum of total quality
points achieved in all courses up to that semester divided by
the total credit hours graded for all courses up to that
semester
Plagiarism &
Cheating
1. Cheating is a serious offence and will be punished by the JUC.
2. Talking, looking at your colleagues’ exam papers or any other
suspicious act is considered cheating during exam.
3. Student will fail the subject if caught cheating.