Binalonan, Pangasinan

College of Accountacy and Business Administration

OBE Course Syllabus
st
1 Semester S.Y. 2021 - 2022
TOTAL QUALITY MANAGEMENT
Vision: Mission:
University of Eastern Pangasinan is the best holistic higher institution University of Eastern Pangasinan exists to develop highly competent
known to cultivate excellent and virtuous individuals to become catalyst of professionals and morally responsible individuals through innovations
progress and development for both the local and the global communities and industry oriented instruction, strong relevant research, responsive
extension programs, value-based curricular offering and principle-
centered culture that define the way of life in the university.
Institutional Outcomes: Program Outcomes:
The graduates of University of Eastern Pangasinan should be able to: A graduate of business administration degree should be able to:
1. Critically analyze and solve problems in order to render sound 1. Implement strategic decisions within the firm in order to solve
decisions. problems.
2. Generate new knowledge and produce scholarly works contributory
2. Utilize new technologies to produce appropriate and noble ideas,
to the advancement of their profession and sustainable
development. products and services.
3. Practice their respective professions efficiently and effectively. 3. Demonstrate high sense of professionalism in performing the basic
4. Build relationships among individuals and promote camaraderie and functions of business.
teamwork in the working environment. 4. Prepare tactical and operational plans for quality planning, monitoring
5. Express themselves exemplarily in both oral and written and implementation.
communication. 5. Manage all work-related problems concerning colleagues, customers
6. Demonstrate and uphold moral values and standards of the society.
and other stakeholders.
7. Promote and preserve the historical and cultural Filipino heritage.
6. Communicate effectively to all levels of management for the planning
and implementing business-related activities.
7. Implement the core functions of strategic business unit for economic
sustainability.
8. Exercise good moral, personal and ethical standards to business,
society and to government.
9. Practice Filipino values at home and at work.
I. Course Description: Total quality management (TQM) is both a comprehensive managerial philosophy as well as a collection of tools and
approaches for its implementation. This course will examine quality production and service management from both the managerial as well as the
technical perspectives. The human aspect of quality management such as customer focus, teamwork, and supplier relationship will be complemented
by the methods and techniques of quality management: quality management system, continuous improvement, customer focus, leadership, lean
management initiatives, Six Sigma approach, ISO 9001 & ISO 14001, benchmarking, supplier relationship, quality awards and quality function
deployment (QFD).
II. Course Outcomes:
The overall purpose of the course is to provide an understanding of the process of managing quality and managing services.
 The principles of Quality, Quality Assurance, and Total Quality Management will provide an insight into the concepts of Excellence and Best
Value and the contribution of quality to strategic management.
 This course aims to show how all the fundamental disciplines of business are intrinsically linked with the concepts of service excellence and
quality. Because these concepts are so interrelated they can be shown to have a strategic importance to the culture and success of any
organization.
 There are many tools and doctrines that can be used for assessing product/service quality and selection of these tools can help in the pursuit of
excellence. This course is designed to provide a valuable perspective for future business managers.
III. No. of Units: 3
IV. Course Pre-requisite: None
V. Course Outline:
Learning Number Learning Content Intended Learning Outcome Mode of Delivery (Flexible Teaching/Learning Required Reading Assessment
Delivery of (ILO) Model) Activity Activity
Schedul Hours Per Student (Category A-Synch.,
e Cat. B-Asynch., Cat. C-Module)

Module I At the end of this topic, the Category A

Introduction and history of TQM students will be able to:
 Historical Review Zoom, Google Meet, Messenger
January  Definition of Quality  Define the term quality.
17- 3  Dimensions of quality  What is total quality? Category B - Synchronous Case Analysis and
21 ,2022  Total quality pioneers  List and explain the key Discussion Course Module 1 True or False
 Key elements of total quality elements of total Video Recording of Zoom - Asynchronous
quality. Synchronous Delivery interaction
 Explain the rationale for - Answer the exercises
 the total quality Category C in the module
approach to doing
business. Module 1
 Describe the following
concepts: .
1. Deming’s Fourteen
Points .
2. The Deming Cycle
3. Deming’s Seven Deadly
Diseases
Module II At the end of this topic, the Category A
Quality Management System students will be able to:
 Defining the QMS Zoom, Google Meet, Messenger
 Requirements of QMS  Gain understanding on the
 Benefits of QMS total logistics concept Category B - Synchronous Essay Writing and
 Costs of QMS  Adopt a positive planning Discussion Course Module 2 True or False
 Process of QMS approach to practice the Video Recording of Zoom - Asynchronous
concept of total logistics Synchronous Delivery interaction
 Discuss a variety of different - Answer the exercises
January 3 impacts of logistics on an Category C in the module
25- organization’s financial
28,2021 performance Module 2
 State the developments in
logistics and distribution
systems

Module III At the end of this topic, the Category A

Customer Service and Logistics students will be able to:
Zoom, Google Meet, Messenger
 The Importance of Customer  Recognize the importance
Service of the provision of good Category B - Synchronous Essay Writing and
 The Components of Customer customer service Discussion Course Module 3 True or False
Service  State the logistics customer Video Recording of Zoom - Asynchronous
 Two Conceptual Models of service elements and their Synchronous Delivery interaction
Service Quality categories - Answer the exercises
Septemb 3  Developing a Customer  Explain the different models Category C in the module
er 19 Service Policy of service quality
 Levels of Customer Service  Develop an appropriate Module 3
 Measuring Customer Service customer service policy
 The Customer Service
Explosion

Module IV At the end of this topic, the Category A

 Channels of Distribution students will be able to:
Zoom, Google Meet, Messenger
 Physical Distribution Channel  Explain the alternative
Types and Structures physical channels of Category B - Synchronous Case Analysis and
 Channel Selection distribution that can be Discussion Course Module 4 True or False
 Outsourcing Channels incorporated within a Video Recording of Zoom - Asynchronous
channel structure Synchronous Delivery interaction
 Discuss the general points - Answer the exercises
Septemb 3 to consider in ensuring that Category C in the module
er 26 the most appropriate
channel structure is Module 4
developed

Module V At the end of this topic, the Category A

Key Issues and Challenges for students will be able to:
Logistics and the Supply Chain Zoom, Google Meet, Messenger
 Discuss the important
 The External Environment challenges needed to be Category B - Synchronous Essay Writing
October  Manufacturing and Supply addressed in logistics and Discussion Course Module 5
10  Logistics and Distribution supply chain Video Recording of Zoom - Asynchronous
 Retailing  Identify the key impacts and Synchronous Delivery interaction
 The Consumer influences on logistics and - Answer the exercises
3 supply chain development Category C in the module

Module 5

Module VI At the end of this topic, the Category A

Planning Framework for Logistics students will be able to:
Zoom, Google Meet, Messenger
 Pressures for Change  Describe a more detailed
 Strategic Planning Overview planning framework for Category B - Synchronous Essay Writing
 Logistics Design Strategy logistics Discussion Course Module 6
 Product Characteristics  Outline a generalized Video Recording of Zoom - Asynchronous
 The Product Life Cycle approach to corporate Synchronous Delivery interaction
October  Packaging strategic planning - Answer the exercises
17 3  Unit Loads  Describe the of design Category C in the module
strategy
Module 6

Module VII At the end of this topic, the Category A

Logistics Processes students will be able to:
Zoom, Google Meet, Messenger
 The Importance of Logistics  State the importance of
Processes logistic processes Category B - Synchronous Essay Writing
  Logistics Process Types and  Provide typical examples of Discussion Course Module 7
Categories key logistics processes Video Recording of Zoom - Asynchronous
 Approach  Discuss a broad approach to Synchronous Delivery interaction
October  Tools and Techniques process design and identify - Answer the exercises
24 3 different tools and Category C in the module
techniques that can be used
in logistics process design Module 7

Module VIII At the end of this topic, the Category A

Supply Chain Segmentation students will be able to:
Zoom, Google Meet, Messenger
 Product Segmentation  Identify the different ways
 Demand and Supply in which supply chains may Category B - Synchronous Essay Writing
Segmentation be segmented Discussion Course Module 8
 Marketing Segmentation  Explain product Video Recording of Zoom - Asynchronous
 Combined Segmentation segmentation, demand and Synchronous Delivery interaction
October Frameworks supply segmentation, - Answer the exercises
31 and 6  Implementation marketing segmentation, Category C in the module
Novemb and combined
er 7 segmentation Module 8

Module IX At the end of this topic, the Category A

Logistics for Network Planning students will be able to:
 Discuss the role of Zoom, Google Meet, Messenger
 The Role of Distribution distribution centers and
Centers and Warehouses warehouses in the context Category B - Synchronous Essay Writing
 Cost Relationships of logistics and distribution Discussion Course Module 9
 A Planned Approach or  Explain the interaction Video Recording of Zoom - Asynchronous
Methodology between the different Synchronous Delivery interaction
 Initial Analysis and Option distribution costs - Answer the exercises
Novemb 3 Definition  Outline an approach to Category C in the module
er 21  Logistics Modelling: Logistics logistics and distribution
Option Analysis strategy planning Module 9
 Evaluate Results: Matching
Logistics Strategy to Business
Strategy
 Practical Considerations for
Site Search
Module X At the end of this topic, the Category A
Logistics Management and students will be able to:
Organization Zoom, Google Meet, Messenger
 Discuss the relationships of
 Relationships with Other logistics and the supply Category B - Synchronous Essay Writing
 Corporate Functions chain with production, Discussion Course Module 10
 Logistics Organizational marketing and finance Video Recording of Zoom - Asynchronous
Structures  Explain the logistics Synchronous Delivery interaction
 Organizational Integration organizational structures - Answer the exercises
Novemb 3  The Role of Logistics or  Discuss the role of logistics Category C in the module
er 28 Distribution Manager or distribution manager
 Payment Schemes  State the different Module 10
 The Selection of Temporary guidelines in the selection
Staff and Assets of temporary staff and
assets

Module XI At the end of this topic, the Category A

Multichannel Fulfillment students will be able to:
Zoom, Google Meet, Messenger
 Issues  Define multichannel
 Food Retailing fulfillment Category B - Synchronous Essay Writing
 Non-Food Retailing  Describe different options Discussion Course Module 11
for multichannel fulfillment Video Recording of Zoom - Asynchronous
Decemb  Discuss the different aspects Synchronous Delivery interaction
er 5 in relation to how retailers - Answer the exercises
3 serving consumers through Category C in the module
multiple channels may
segment, design and Module 11
manage their supply chains.

Module XII At the end of this topic, the Category A

Manufacturing Logistics students will be able to:
Zoom, Google Meet, Messenger
 Typology of Operations  Describe the processes
 Just-in-Time involved in the production Category B - Synchronous Essay Writing
 Manufacturing Resource of goods and services Discussion Course Module 12
Planning (MRPII)  Classify the means of Video Recording of Zoom - Asynchronous
Decemb  Material Requirements production of the goods and Synchronous Delivery interaction
er 12 Planning (MRP) services - Answer the exercises
and 19 6  The MRP System  Explain the important Category C in the module
 Flexible Fulfillment concepts of Just-in-Time
(Postponement) and MRP Module 12
 The Effects on Distribution  State the effects of the
Activities developments in
 Future Developments manufacturing planning and
control systems in the
management of traditional
distribution activities
VI. References:
 Rushton, A., Croucher, P. & Baker P. (2014). The Handbook of Logistics and Distribution Management, 5th Edition. United States: Kogan Page
Limited
 Ross, D.F. (2015). Distribution Planning and Control, 3rd Edition. United States: Springer

Prepared by: Checked by: Approved by:

____________________________ MONA LIZA DELA CRUZ-ABANES, PhD EVELYN ABALOS-TOMBOC, DBA

Instructor Program Head, College of Business University President
Administration