SPRING SEMESTER 2011

BBA-VIII ( )

TOTAL QUALITY M A N A G E M E N T

C O U R S E L E V E L : U N D E R G R A D U A T E
C O N T A C T HOURS: 48
C R E D I T HOURS: 3

D E P T . O F M A N A G E M E N T S C I E N C E S

BAHRIA UNIVERSITY ISLAMABAD

Bahria University
(Islamabad Campus) Department of
Management Sciences
(Undergraduate
Studies)

Department of Management Sciences, February 17th, 2011

Bahria University,
Islamabad.

Dear Students,

Welcome to the course!

This course handbook contains all relevant information you need to attend the course
Total Quality Management. You need to read through the handbook to be prepared for
the course. In it you find learning objectives and purpose of the course; schedule and
course literature; examinations and assignments. The course hand book will be available
on E-Class web plat-form. We will use E-Class for communication and information. To
manage this course on advanced level you need to follow the reading instructions and
attend to lecture and seminars. The course literature is especially designed for this
course so there are no alternatives to the books.

I look forward to an interesting course where you will develop your skills and abilities in
an exciting contemporary field of knowledge.
With kind regards,
Muhammad Naveed - Visiting Lecturer
Please contact me if you have any questions regarding the course:
[email protected]
Bahria University
(Islamabad Campus) Department of
Management Sciences
(Undergraduate
Studies)

COURSE OBJECTIVES
• To acquire knowledge about various quality endeavors to better understand the area of Total
Quality Management (TQM)
• Explain models of TQM and analyze the relationship between TQM and ISO 9001-2000
quality system certification.
• Apply empirical evidence and evaluate TQM concepts, principles, tools and techniques

COURSE OUTCOMES
• Successfully implement process improvement teams trained to use the various quality tools
for identifying appropriate process improvements.
• Implement a comprehensive set of frameworks for investigating relationships among key
quality management essentials and strategic management.
• Assess where an organization stands on quality management with respect to the ISO 9000
quality management standard and the Baldrige Award criteria.

TEACHING METHODOLOGY
Two-hour plenary sessions are used to develop an understanding of concepts, combining lecture
input, small group discussion and, use of videos and practical examples in order to further
validate the concepts. Students are expected to supplement this structure both by working on
their own and in groups, in order to research the topic more full using a wide range of sources.
These are supported by One-hour interactive seminar classes, to consolidate understanding of
concepts and to develop skills.

The assignments (Group – Individual) are designed to require additional reading and research by
the students and provide an opportunity to develop skills (e.g. communication, teamwork etc). It
should also allow feedback in sufficient time to correct any misunderstanding of the concepts
prior to examination. The examination is used to assess selection and application of techniques.

TEXT BOOKS (S) AND REFERENCES

Recommended Text:

J. R. Evans, W. M. Lindsay, (2006),The Management and Control of Quality, 6th Edition, (South-
Western Thomson)

Reference Textbooks:

1. Besterfield, et al. (2004). Total Quality Management, 3rd ed. Prentice-Hall.

2. Bergman & Klefsjö (2003): “Quality from Customer Needs to Customer Satisfaction”
Student literature, ISBN: 9144041667
3. Joel E. Ross, ( ), Total Quality Management, 2nd Edition
Bahria University
(Islamabad Campus) Department of
Management Sciences
(Undergraduate
Studies)
4. J.S. Oakland, ‘TQM: Text with Cases’. 2001. 2nd Ed. Butterworth Heinemann. ISBN 0-
7506-3952-0
5. Slack, N., Chambers, S. and Johnston, R. (2006) Operations Management, fifth edition,
Pearson Education: Harlow
6. Russell & Taylor, (2009) Operations Management 3rd Edition, Prentice Hall, ISBN
7. “Production and Operations Management - A Problem - Solving and Decision - Making
Approach”, by Norman Gaither, Dryden, 1990.

ITEM ASSESSMENT TASK WEIGHT TOTAL MARKS

1 Final Examination 40% 40

2 Mid-Term Examination 25% 25
3 Quizzes 12% 12
5 Case Study Presentation/Participation 6% 06
6 Applied Group Project - Presentation 17% 17

8. Chase, R.B., Jacobs, F.R. and Aquilano, N.J., 2004, Production and Operations
9. Management for Competitive Advantage, 10th edition, Irwin, McGraw Hill Publishing.

ASSESSMENT EVALUATION
Bahria University
(Islamabad Campus) Department of
Management Sciences
(Undergraduate
Studies)

SYLLABUS BREAKDOWN IN LECTURES (WEEKLY)

WEEK: COURSE CONTENTS:

Introduction to Quality & Overview
1
Group Formation - Group Project Assignment Discussion (see separate schedule)

Total Quality in Organization

2
Case Study:
Philosophies and Framework
3
Quiz 1
The Management System (Part A)
4 Focusing on Customers

The Management System (Part B)

Leadership and strategic planning
5
Case Study:

The Management System (Part C)

Human resource practices
6
Quiz 2
The Management System (Part D)
Process management
7
Case Study:

The Management System (Part E)

Performance measurement and Strategic information
8
Quiz 3

The Management System (Part F)

Building and Sustaining Total Quality Organization
9
Case Study:

Six Sigma and The Technical System (Part A)

10 Principles of Six Sigma
Bahria University
(Islamabad Campus) Department of
Management Sciences
(Undergraduate
Studies)
Six Sigma and The Technical System (Part B)
Statistical Thinking and Application
11
Case Study:

Six Sigma and The Technical System (Part C)

Design for Six Sigma
12
Quiz 4
Project Group Presentation
13

Six Sigma and The Technical System (Part D)

Tools for Process Improvement
14
Short Case Opposition Exercise

Six Sigma and The Technical System (Part E)

Statistical Process Control

15 Poor Quality: Detection, Prevention and Recovery

Measuring failure, reliability and availability
Failure, Mode and Effect Analysis (FMEA)
Design of Experiments
Recap and summary of course
16

Notes
1. The above outline with weekly schedule may change to adjust any holidays or
other unseen events.
2. Seminars on Global case-studies (Video & paper based) i.e. from TQM
International Journals, TQM Magazine and some other sources will be included
3. Group Presentations will be part of each seminar including your final project
4. Quizzes will be an essential part of your revision
5. Participation in Quizzes is Mandatory

Attendance:
Minimum 80% attendance at lecture and tutorials/seminars/discussions is required. This is
student responsibility to follow up on what they may have missed through absence from a
teaching session through interaction with fellow students who attended the class.

Late Submission:
In keeping with standards of professionalism appropriate to management studies, it is expected
that deadlines will be honored. In fairness to course members who complete on time, work
submitted after the due date will incur a penalty for lateness. The penalty is 10% of the maximum
marks per day late. In the event of unusual or unforeseeable circumstances (e.g. serious illness,
family bereavement), you must discuss waiver of the penalty with the instructor at the earliest
opportunity and before the submission deadline.
Bahria University
(Islamabad Campus) Department of
Management Sciences
(Undergraduate
Studies)
Dishonest Practice and Plagiarism:
Plagiarism is a form of dishonest practice. Plagiarism is defined as copying or paraphrasing
another’s work, whether intentionally or through failure to take proper care, and presenting it as
one’s own. In practice, this means plagiarism includes any attempt in any piece of submitted work
to present as one’s own work, the work of another (whether of another student or published
authority). Any student found responsible for plagiarism shall be subject to penalties, including
deduction of marks for the piece of work submitted or a zero grade for the course.

Group Project
Defining and understanding Quality, Quality systems and receiving the right Supplier Quality in
order to pass this onto the customer, whether internal or external, is vital for the survival of
companies today.

In this assignment you are required to select from one of the following topics and analyze and
demonstrate your understanding by means of a written paper and presentation.

Topic Areas

I. You have been assigned as a Quality consultant to a large clothes retailer in order to
reduce the basic principles of quality in services. This sis your first presentation to the
company who have little knowledge of quality issues

II. Mix and Spics is an SME involved in the manufacture of electronic components. They are
currently facing both material quality and delivery to time problems from their suppliers.
You have been assigned as quality manager to identify areas to improve supplier quality
issues.

Objectives:

• To apply Total Quality Management concepts to the chosen organization;

• To demonstrate knowledge and understanding of the application of theoretical concepts;
• To take a critical view of the organization’s Quality procedures/strategies and to suggest
possible improvements

Perspective:

You are required to work in groups of 4 – 6 and prepare the assignment in a report format by
addressing the following issues:

I. Brief Introduction. An explanation of how the group shared the work, which should
include an activity log, signed by all group members, as an appendix. Highlights of
organization’s current business and customers
II. Discuss the major concepts and relate / illustrate those areas with your selected
organization
III. Analyze the problem area
IV. Develop recommendations for how the organization should improve.
Bahria University
(Islamabad Campus) Department of
Management Sciences
(Undergraduate
Studies)

Report Writing Guidelines

• Reports must be typed and 12 font (Times New Roman).

• It should be approximately 2500- 3000 words in length.
• Reports should have a professional-look to layout and overall presentation.
• Reports should be clearly and concisely written, with attention given to grammar and
punctuation.
• Footnotes have two principle functions under the Harvard System: making comments that
amplify or qualify textual discussion, and for cross-referencing. Footnotes should be used
when the discussion would interrupt the flow of discussion in the text, and should be kept to a
minimum.
• When citing references, we suggest the use of the Harvard System of referencing.
References are placed in the text, giving the author's surname, year of publication and page
number if you have taken a quotation directly from the reference. At the end of the paper
more details of each reference are to be provided in the bibliography.
• A bibliography is a standard requirement of all reports. The general rule for a bibliography is
that all references used are cited. Do not include material that is quoted in one of the
references, unless you have actually consulted the quoted source. Some examples of the
content of a bibliography are presented below:
 Schiffman, L. G. and Leslie L. K. (1991) Consumer behaviour, fourth edition, Englewood
Cliffs,NJ.
 Prentice-Hall. Bagozzi, R. P. and Warshaw, P. R. (1990) “Trying to Consume”, Journal of
Consumer Research, 17, 127-140.

Report Submission

The work should be submitted by end of Week 12, 2011. Any late submittal without mitigation
circumstances will be dealt with as outlined in the University procedural book. Please ensure that:

• The names of students in the group are clearly marked in the title page.
• Assignment cover sheet, as the 2nd page.
• Report is compiled in a spiral or any other acceptable form of binding along with the CD

Presentation

There will be 15 minutes presentation at the end of the project (Week 13) but please remember
that you would have to submit your report before your presentation day.
Bahria University
(Islamabad Campus) Department of
Management Sciences
(Undergraduate
Studies)
Marking Criteria

Marks will be based on the overall presentation and accessibility of the information presented.

Written Report (10 Marks)

Presentation (7 Marks)

Notes

i. The same marks would normally be awarded to all members of the group, but
individual student marks may be adjusted according to their contribution (As per your
activity log)