THE FACULTY OF ENGINEERING AND THE

BUILT ENVIRONMENT
DEPARTMENT OF QUALITY AND OPERATIONS
MANAGEMENT

Module Name: Quality Planning and Implementation IV

Module Code: QPI7X01/QPP7X01
Programs: Advanced Diploma – Quality; Operations
Management & Management Services
Qualification Codes: A6Q20Q; A6OM0Q & A6MS0Q

1st Semester: January to June 2025

NQF Level: 7 Module Credits: 120

Compiled by: Mr Thabiso Mokoena

Qualifications: BTech, MTech, MAP, Ph.D. (Candidate)

Lecturer: Mr Thabiso Mokoena

Review date: 08 January 2025

CALENDAR YEAR 2025

Copyright Reversed© University of Johannesburg

Learning Guide – Quality Planning and Implementation 4 – QPI7X01/QPP70X1- 2025

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 Table of Contents

Letter to Learner ......................................................................................................................................................... 3

INTRODUCTION ........................................................................................................................................................ 6
Overview of the Programme/ Programme map/ Composition of the programme ........................... 6
1.1 TEACHING STRATEGY ..................................................................................................................................... 10
1.2 LECTURER CONSULTATION TIMES ARE AS FOLLOWS: ............................................................................. 10
1.3 ADMINISTRATION ............................................................................................................................................ 10
1.3.1 REGISTRATION ERRORS .......................................................................................................................... 11
1.3.2 OTHER IMPORTANT CONTACT DETAILS .............................................................................................. 11
1.3.3 ASSESSMENTS ............................................................................................................................................ 11
1.3.4 METHOD OF ASSESSMENT: CONTINUOUS .......................................................................................... 11
1.4 WARNING ABOUT PLAGIARISM................................................................................................................... 15
2. OVERVIEW OF THE CURRICULUM...................................................................................................................... 15
2.1 BRIEF OVERVIEW OF THE MODULE....................................................................................................... 15
2.2 TOOLS OF THE COURSE .......................................................................................................................... 16
2.2.1 Credits. .............................................................................................................................................. 16
2.2.2 Prescribed Book: ................................................................................................................................. 16
2.2.3 Internet Research ........................................................................................................................... 16
2.2.6 Icons Used in This Guide ............................................................................................................... 17
3. MODULE A 2025 - WORK SCHEDULE ............................................................................................................... 18
Winter holidays: Saturday, 24 June to Monday, 16 July 2025 .................................................................. 19
3.1 MODULE A FORMAL ASSESSMENT (SEMESTER TEST) DATES ............................................................ 19
4. SPECIFIC LEARNING OUTCOMES ...................................................................................................................... 20
5. PAPER WRITING GUIDELINES .............................................................................................................................. 26

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 Letter to Learner
Dear Learner,

We are very pleased to welcome you to the Department of Quality and Operations Management, which
is hosted within the Faculty of Engineering and Built Environment (FEBE). Welcome to another academic
year at the University of Johannesburg. For those who are returning, we hope you had a wonderful festive
season. For our new students, we are happy to have you join our department.

Welcome to Quality Planning and Implemenetation 4 Module A (QPI7X01/QPP7X01) study guide. This
guide provides information relevant to Quality Planning, Implementation and Management and must be
read in conjunction with the university academic regulations.

An attendance register will be taken for each lesson. If a student is absent, the responsibility is on the
student to catch up, he/she can refer to the study guide for the chapters covered in class or they can ask
a fellow student what was covered in class.

STUDENTS MUST ATTEND ALL CLASSES AND TUTORIAL CLASSES EVEN IF THEY ARE REPEATING THE SUBJECT.

You are advised to

• Develop a study programme for your private study routine (just as you will soon have to do when
you have a job after qualifying);
• Allow yourself at least one hour per class period to review the work done in class and read ahead
in view of the next class' programme; and
• Ask questions in class on any part of the work which you do not understand or with which you have
trouble. It is more important to UNDERSTAND the work than to memorize it.

The theory will serve to provide you with background principles and understanding. To enable you to
evaluate and apply these principles in an experiential mode, it will be expected of you to conduct
practical assignments. This means that if you do not prepare the theory beforehand you will disadvantage
yourself! You will be assessed on both theory and application, in tests and assignments, with a stronger
emphasis on application, as the approach is career oriented.

Please take note that this is a continuous evaluation course and module. There will be no examination at
the end of the module. Hence, each assessment will contribute to your final mark.

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 Class and tutorial attendance are compulsory. However, you are strongly advised to get a class
friend/learning partner whom you can consult should you really be unable to attend a particular lecture.
This person can then tell you what happened in class and keep you up to date with important information.
Make sure you get this friend's telephone number so that you can contact him/her prior to the next lecture.
Also, make arrangements with the friend to collect handouts and other materials on your behalf.

Handouts and test scripts will only be handed out in class and not on an individual basis.

Class conduct
A student must come to class at the scheduled time and be seated punctually as late-comers cause
disturbance to the lecturer and also to fellow students. Students are not allowed to have private
conversations when the lecturer is talking, if a student has a question for the lecturer or wants to debate
something, he/ she must please raise their hand. Any student causing disturbance in class will be asked to
quieten down, and if the student does not stop and persists to disrupt the class, he/she will be asked to
leave the lecture venue and if it happens on a frequent basis, the student will be disciplined. Constructive
and developmental debate is strongly encouraged but with the lecturer and amongst students only under
the facilitation of the lecturer. Students are also advised to make use of electronic devices such as iPad,
Tablets, laptop computers as well as smart phones to access any course related during class.

Unless religiously or medically prescribed, head gears are not allowed in class (caps, hats, beanies, hoodies,
etc…)

Hint to pass
Always read the chapters that the lecturer is going to cover in class the night before so that you can
contribute to the lecture and ask the lecturer to explain anything that you do not understand. Pay attention
in class and listen carefully as the lecturer will stress important points when he is talking and look out for
exam/assessments' tips when he is talking. Don't only open your Textbook the day before an assessment!

Complete the review questions at the end of each chapter. Attempt Moodle Tests posted by the end of
every chapter, as those questions are vital for preparing for semester tests.

STUDENTS WILL BE ASKED QUESTIONS IN CLASS AND WILL HAVE TO TAKE PART IN CLASS ACTIVITIES AS WELL
AS MOODLE TESTS CONTRIBUTING TOWARDS YOUR FINAL MARK; THESE WILL TAKE PLACE DURING CLASS
OR TUTORIAL SESSIONS SO PLEASE READ THE CHAPTERS BEFOREHAND AS THESE MARKS MAY CONTRIBUTE
TO YOUR SEMESTER MARK.

Please ensure that your name appears on the official class list and that you are correctly registered.

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 "Education is the great engine of personal development. It is through education that the daughter of a
peasant can become a doctor, that a son of a mineworker can become the head of the mine, that a
child of farm workers can become the president..." those are the words of President Nelson Mandela. I will
let you reflect on those words and hope that you will remember that with education you can do anything
because "What you see depends on what you're looking for".

“True Teaching is Not Only Accumulation of Knowledge, it is an Awakening of Consciousness” ~ African

Proverb

Best of Luck for 2025!!! ☺

Mr. Thabiso Mokoena
Lecturer and Assessor

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INTRODUCTION
Welcome
Welcome to THE EXCITING WORLD OF QUALITY MANAGEMENT.

Purpose of the programme

The primary purpose of these subjects is to provide you with further development of your
intellectual, practical and reflective competencies and abilities of knowledge, skills, attitudes
and values to aspire to the role of a quality professional (quality practitioner).

Please refer to Appendix A for the detailed program exit level outcomes (Quality)

Overview of the Programme/ Programme map/ Composition of the programme

TABLE 1 - ADVANCED DIPLOMA QUALITY PROGRAMME

First semester
Quality Planning & Implementation IV
Quality Management Systems III
Statistical Quality Techniques III
Research Methodology
Second semester
Continual Improvement IV
Quality Auditing Techniques IV
Project IV
Quality Techniques IV

TABLE 2 - ADVANCED DIPLOMA OPERATIONS MANAGEMENT PROGRAMME

First semester
Quality Planning & Implementation IV
Operations Management IV
Operations Management Techniques IV
Research Methodology
Financial Planning and Control III - A
Second semester
Operations Management IV
Operations Management Techniques IV
Project IV
Financial Planning and Control III - B

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 TABLE 3 – ADVANCED DIPLOMA MANAGEMENT SERVICES PROGRAMME

First semester
Quality Planning & Implementation IV
Business Management IV
Organisational Effectiveness IV - A
Research Methodology
Management Economics III
Second semester
Organisational Effectiveness IV - B
Business Management IV
Strategic Management IV
Project IV
Management Economics III

TABLE 4 – NQF LEVEL AND CREDITS

NQF Level 7
Credits 120
NQF field 03

Purpose of the Module

The purpose of Quality Planning and Implementation is to enable students to gain the skills and
knowledge intended for quality professionals or practitioners who need to understand and
manage quality processes, and apply quality principles, practices, and techniques of quality
management from strategic business perspective.

Module Outcome
Apply acquired knowledge pertaining the principles, practices and techniques of quality
management through the understanding of the theoretical observations and contributions by
quality gurus.
Plan quality within the organization, create an organization for quality, and implement quality
from the knowledge of models and standards.
Employ strategic quality planning as well as quality and innovation in product and process
design, and manage quality improvement teams and projects.
Employ design for quality and product excellence, and measure and control quality by
applying statistical methods quality management

Assessment Criteria
a) Classify the difference by the principles, practices and techniques of quality management,
as well as defining quality.
b) Discuss the different functional perspectives of quality.
c) Elaborate the contributions of the quality gurus
d) Summarize the rationale behind ISO 9000 and to outline the objectives of the standards. In
addition, to establish communication with customers, customer feedback approaches, the
managing of customer retention and loyalty

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e) Interpret the role of middle management and the workforce in achieving quality and
performance as well as justifying the importance of customizing performance excellence
approaches to each organization.
f) Justify the logical relationship between customer satisfaction and employee satisfaction
and to summarize the key workforce-focused practices for performance excellence.
g) Develop quality management program through use quality tools

Lecture Day, Time, Venue and Assessor

TABLE 5 – SCHEDULE OF FORMAL LECTURE SESSION PER GROUP

Session Assessor/Moderator:
Group Day Venue
Time Name and Contact
CAMPUS – DFC Assessor:
SEMESTER 1 Mr T Mokoena
• Quality

• Management Office: QK 1410

Services Tel: 011 559 9218

• Operations
Management Thursday 18:00 – 20:30 QK 1104 Email:
[email protected]

The tutor(s) for this module are not available at this stage.

Mode of Classes:

Quality Planning and Implementation classes will be offered both physically as

contact sessions as well as online (Hybrid). Please familiarise yourself with Moodle
Collaborate Ultra, which will be used for our online classes for communication from
your lecturer.The tests will be strictly written on campus, physically seated in the
venues whilst assignments can be submitted via Moodle’s Turn-It-In.

Consultation

THE CONSULTATION SCHEDULE WILL BE SHARED ON MOODLE . You are strongly advised
to contact your lecturer via email for consultation planning purposes.

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You can contact the department at:

TABLE 6 – CONTACT DETAILS

Secretary Lecturer Tutor
Mrs Kalay Mr Thabiso Mokoena N/A
Venugopaul
011 559 9218
Telephone 011 559 6690
Fax No. 011 559 1347 N/A N/A
e-mail [email protected] [email protected] N/A

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 1.1 TEACHING STRATEGY
Module A of Quality Planning and Implementation 4 will consist of formal lecture sessions once
per week in the evenings during which all the topics related to each module will be covered.
Learners are strongly encouraged to engage in discussions with the lecturer as well as with fellow
learners only if permission to do so is granted by the lecturer.

Attendance to both formal and informal lectures is compulsory, as an attendance register will be
kept. You (the student) are strongly advised to inform the lecturer, should you miss any of the
formal lecture or tutorial session, as it is a requirement that a learner should attend 100% of class
sessions in addition to the qualifying semester mark of at least 40% in order to be admitted to the
final assessment opportunities/semester examinations.

1.2 LECTURER CONSULTATION TIMES ARE AS FOLLOWS:

Although the consultation times are indicated on the lecturer's timetable posted on his office
door/moodle, as well as Moodle, no information will be provided in this document as consultation
times will be changing as per request from students.

Please refer to the consultation times on Moodle and make use of the consultation time if you do
not understand any work covered in class. You may leave a note under your lecturer's door if you
require additional consultation that may not fit in with the scheduled consultation times. It is the
student’s responsibility to request for consultation ahead of time through email, telephone or in
class since the consultation times need to be scheduled per student.

1.3 ADMINISTRATION
If your marks are not correct, put your concern/complaint down in writing, keep a copy of it and
please date it. Give the lecturer time to sort the problem out and if he does not help you, follow
up and if you are not assisted, then you may request for the assistance of the program coordinator.

Do not wait for the next term to lodge a complaint or query and please follow up the matter on
a monthly basis.

Please check after each assessment that your mark is entered correctly and notify your lecturer
of any errors immediately because any error in any one assessment will affect your final mark.

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 Do not wait after your final marks are published to realize that your marks have been entered
incorrectly.

NB: Students must report/enquire about their supposed incorrect marks within three working days
from the date of receipt of marked test scripts and/or assignment from the lecturer.
Enquiries/correction requests made after three working days will not be considered.

You will be given all your test scripts back after they have been marked. Make sure that you
collect your script as it is not the lecturer's duty to keep your script. If you send your friend to
collect your script, please put this in writing.

1.3.1 REGISTRATION ERRORS

Make sure that you are registered for the correct subjects and modules as the registration
process is the responsibility of the student. Make sure you are on the class list because your marks
cannot be sent to the Exams Department if you are not registered for that subject. Please consult
the Faculty Officers as to when the final dates of adding or cancelling of modules are.

1.3.2 OTHER IMPORTANT CONTACT DETAILS

Should you require more information within the Department of Quality and Operations
Management, you can contact the Secretary of the Department of Quality and Operations
Management on: 011 559 6690

1.3.3 ASSESSMENTS
Please consult your work schedule in this learning guide regularly to be aware of your assessment
dates and criteria. Make sure that you know when assessments will take place, on what work,
what type of assessment method will be used, as well as the criteria you will be evaluated on.
Also ensure that you regularly check your UJ student emails for possible announcements from
Moodle.

ALL ASSESSMENTS ARE COMPULSORY!

1.3.4 METHOD OF ASSESSMENT: CONTINUOUS

All assessments contribute towards your final mark. The following types of assessment will be
used to compute the final mark:

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 MODULE A: VENUE: DFC LECTURE ROOM TBC

Assessment
Number Due Date Type Weight

1 03-04-2025 Test 1 10%

2 14-03-2025 Assignment 1 15%

3 16-05-2025 Assignment 2 30%

4 22-05-2025 Test 2 45%

The Course work is assessed through two written tests, one individual assignment and one group
assignment. The assessments carry cumulative weights in a sequential form from the first to the
last assessment of the semester. These are varied from test 1 with 10% weigth, Group Assignment
15%, Individual Assignment 30% and the last assessment Test 2 with 45% to make up the semester
mark of 100%, which makes up your final performance marks for the semester. Be advised that
Quizzes will be included as part of your formal assessments, and in such cases their marks will
contribute a certain percentage to either of the above assessments.

Some assignments may be presented in class at. In the case of group assignments, all group
members will make their presentations. There will NOT be a final written examination that takes
place at the end of the semester, since this is a continuous assessment module. This as a result
imply that there will be no supplementary nor special exams written for this module. Students are
therefore strongly advised fo work as hard as possible across all assessments of this module.

A course at this level requires and demands active participation from students. Students will also
experience the need to investigate topics from the point of view of practical implementation.
Students will therefore be requested to lead discussions and present their assignments and offer
their views and concerns regarding a multitude of issues related to the practical application in
Quality Management. Participation of this nature is validated and will be used for purposes of
final evaluation.

Note: The venue and time of the formal assessment will be posted on Moodle. Timely submission
of the Assignments is essential, late submission will attract a penalty of –10% per working day.
Assessments weights may change, subject to necessary mark adjustments.

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 1.3.4.1 Sick Test

Learners who missed or were absent from an assessment will be given a sick test. There will only
be one sick test per module for learners who produce a valid doctor's certificate after missing
an assessment. Learners absent from an assessment must submit the appropriate certificate
within three working days to the respective lecturer.

THE SICK TEST IS YOUR LAST CHANCE; THEREFORE, IF YOU MISS IT, YOU WILL BE GIVEN 0%.

Learners, who have already started with an assessment opportunity or signed the attendance
register, shall not apply for a sick test opportunity.
Please fill in the application form to gain access to a sick test opportunity . A completed copy of
the application form, a medical certificate or other relevant and valid documentation must
accompany the application form within three days after the missed opportunity and before
commencement of the sick test opportunity.

No sick further/additional test opportunities will be granted for missed sick test opportunities. It is
the responsibility of the student to find out the date and time of the sick test.

1.3.4.2 ASSESSMENT FEEDBACK METHODS

It is important to obtain feedback on your assessments, as it will provide you with critical
information on how you performed in order to make improvements if necessary. Moodle will be
used as one method to give feedback on all the assessments done. Memoranda will be
uploaded and accessed anytime for reference and study purposes. Memoranda will be
discussed during tutorial periods, therefore it is important to attend tutorial sessions to gain an
insight into the next assessments.

1.3.4.3 REMARK REQUEST RULES

All marks and results of tests will be handed out in class. It is the responsibility of each student to
ensure that all information displayed on the mark sheet is correct. The following procedure must
be followed for remark request:
a) A student must put down in writing his/her request to have their test or assignment
remarked at least a week after the marks have been published. The student must
highlight the questions he/she wants marked. This submission must be made within

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 three working days from the date of receiving scripts/marks. The remarking will be
done by the moderator. The moderator will write done his/her comments.

b) A student may request the re-marking of his exam script within one week
after the marks are published. Again this will be done by the moderator,

c) Once a student has been granted a supplementary exam he/she cannot

request a remarking of their test or assignment script nor the original examination
script.

d) Please consult with the Faculty Officer for remark.

NO EXCEPTIONS WILL BE ALLOWED

1.3.4.4 RESULTS PUBLICATIONS

Results of all assessments will be published on moodle and/or ULink as soon as readily marked
and moderated.

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 1.4 WARNING ABOUT PLAGIARISM

The Department of Quality and Operations Management, at the University of

Johannesburg, places great emphasis on integrity as well as ethical conduct in the
preparation of assignments by all its students. It is very important to us that all of our
students know how secondary material should be used, as well as the scholarly
method of presenting and acknowledging references. Plagiarism is the
unacknowledged use of the words or ideas of others. It is tantamount to academic
theft and is therefore a very serious offence. To plagiarise means to use the words
or ideas of another to create the false impression that these words and ideas are
your own.

In order to avoid committing plagiarism, you must, at all times, acknowledge the
source from which you have borrowed certain words or ideas. If, after reading this
warning about plagiarism you are still uncertain about how to avoid committing
plagiarism, you should speak to your lecturer about it before your assignment is
submitted. Students who submit assignments in which plagiarism can be
demonstrated will be referred to the Dean of the Faculty for disciplinary action.

2. OVERVIEW OF THE CURRICULUM

2.1 BRIEF OVERVIEW OF THE MODULE

Dear Learner,

Welcome to the Department of Quality and Operations Management’s course Quality

Planning and Implementation IV QPI7X01/QPP7X01. This learner guide contains only
information pertaining to the module QPI7X01 and is considered essential to facilitate
the learning process.

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 2.2 TOOLS OF THE COURSE

2.2.1 Credits.
The program conforms to the National Qualifications Framework’s requirements
regarding level and intensity of study at tertiary level. The summary of the curriculum
below indicates that 120 credits can be accumulated in each year of study of
which OEF IV forms an integral part.

2.2.2 Prescribed Book:

• James R. Evans and William M. Lindsay’s MANAGING FOR QUALITY

AND PERFORMANCE EXCELLENCE, 11th Edition (ISBN: 978-0-357-44203-

6).

Other Recommended Sources

• S. Thomas Foster’s MANAGING QUALITY – Integrating the Supply Chain,
6th Edition (Global Edition) (ISBN: 978-0-13-379825-8).

• B. Render, R.M. Stair, M.E. Hanna and T.S. Hale’s QUANTITATIVE ANALYSIS
FOR MANAGEMENT, 13th Edition (Global Edition) (ISBN: 978-1292217659)
• (****) D.L. Goetsch and S.B. Davis’ QUALITY MANAGEMENT FOR
ORGANIZATIONAL EXCELLENCE - Introduction to Total Quality, 8th Edition
(ISBN: 978-0-13-379185-3)

NOTE: You will encounter tremendous difficulties and might not be able to pass
this subject without the prescribed book, so make sure that you do get it as
soon as possible.

2.2.3 Internet Research

It is expected of the learner to become efficient in the use of the Internet for research
purposes. Ask the librarian for assistance. You should familiarize yourself with Moodle since
tests will be posted as well as your assignments.

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 Your learning guide, which accompanies this module, has been designed as a road map
to guide and direct each of the sessions. Each session states the learning objectives to be
achieved and refers to the relevant subtopics.

2.2.6 Icons Used in This Guide

The following icons are used in this learning guide:

 Indicates that you need to have a thorough understanding of the principles underlined
in each topic. These principles and their applications will be assessed in class practical,
tests, exams, assignments and your working environments. This will refer to specific
Discussion Questions (DQ) and Problems in the prescribed Textbook that will be given as
homework and solved in class and during tutorial sessions in order to assess your
understanding.

 Refers to the relevant sections in your Textbook and/or recommended reading.

 Refers to how you will be assessed.

Allocated time.


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3. MODULE A 2025 - WORK SCHEDULE

Week Date Activity Additional Info & Weight

Introduction, Orientation and course
requirements. Overview of what is
expected in the course.
1 13/02/2025

Chapter 1 – Introduction to Quality

20/02/2025 and various perspectives on Quality.
2
(**)

Chapter 2 – Foundations of
3 27/02/2025
Quality Management (****)

Chapter 3 – Customer focus:

4 06/03/2025 Customer-driven quality, customer
value & satisfaction. (****)
13/03/2025 Quizz Test – Chapter 1 to Chapter 3
5
(****)

6 14/03/2025 Submission of Assignment 1 Weight: 15%

7 20/03/2025 Test 1 – Chapters 1, 2 and 3 Weight: 15%

AUTUMN RECESS 22 - 31 Mar 2025
Test and Assignment Review

Chapter 4 – Workforce
Focus:Workforce Engagements,
Employee Involvement and
workforce focused practices for
8 03/04/2025 quality (****) Assessment 1 Feedback

Chapter 5 – Process Focus:

Understanding of Process
Management, and its importance
9 10/04/2025 thereof in businesses.
Chapter 7 – Design for Quality and
Product Excellence
10 17/04/2025 and Performance Excellence (*)

Chapter 8 – Measuring
And Controlling Quality
11 24/05/2025

Chapter 9 – Process Improvement

and Six Sigma
(***)
12 08/05/2025

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 Chapter Revisions and Final Test
Preparations
13 15/05/2025

14 16/05/2025 Assignment 2 Submission Assignment Weight: 30%

Venue: TBA
Sick
15 TBA test

Final Test 2 - Chapters to be confirmed

15 22/05/2025 in due Course Test Weight: 45%
WINTER VACATION 21/06 TO 06/07/2025

Winter holidays: Saturday, 21 June to 06 July 2025

3.1 MODULE A FORMAL ASSESSMENT (SEMESTER TEST) DATES

TAKE NOTE: All tests and assignments are compulsory! Dates are subject to change.
Venues and time of test will be communicated in due course.

1ST SEMESTER 2025: CONTINUOUS ASSESSMENT DATES

An assessment date will be announced for learners who might have been unable to write
the scheduled tests due to illness. Please take note that only a valid doctor's certificate will
be acceptable to allow one to sit for the "Sick Test".

It is your responsibility to ensure that you have the correct venue, date and time for the
tests. Students who arrive 30 minutes after the test has started will not be allowed to write
that test.

Furthermore, please ensure that you have signed the test attendance register before
you leave the test venue.

Facilitator: Mr Thabiso Mokoena: DFC Q/K Building 1401 Tel: Ext.

Teaching Group Members:

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Contact Information:

Name and Office Telephone

Position Email address
surname number number
Lecturer Mr T. Mokoena 011 559 [email protected]
(DFC) DFC John 9218
Orr 7434

Administrative Ms Kalay Q/K 011 559 [email protected]

Assistant Venugopaul (Perskor) 6690
(DFC) building
Programme Prof N Sukdeo Q/K DFC TBC [email protected]
Manager(DFC) (Perskor)
Building

Head of Dr N. Q/K DFC 011 559 [email protected]

Department Madonsela (Perskor) 1630
(DFC) Building

4. SPECIFIC LEARNING OUTCOMES

CHAPTER 1(A) – INTRODUCTION TO QUALITY Learning outcomes for this chapter:

After completing this chapter, the student should be able to:

Recognize that different dimensions of quality. Be able to discuss quality dimensions.

Communicate the seven different functional perspectives on quality.

Understand why it is important to know that the different perspectives exist. Define a
quality system using the three spheres.
Understand how the three spheres complement each other. Understand the value-
added perspective on quality.

Discuss differing cultural perspectives on quality.

Source: S. Thomas Foster’s MANAGING QUALITY – Integrating the Supply Chain, 6th Ed

CHAPTER 1 (B) – THE TOTAL QUALITY APPROACH TO QUALITY MANAGEMENT Learning

outcomes for this chapter:

After completing this chapter, the student should be able to:

Define the term quality.

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Compare and contrast quality and total quality. Summarize the two views of quality.

Describe the key elements of total quality. Identify the pioneers of total quality.

Explain the keys to success with total quality.

Analyse the future of quality management in the twenty-first century. Explain how to
become certified in quality management.

Source: D.L. Goetsch & S.B. Davis’ QUALITY MANAGEMENT FOR ORGANIZATIONAL
EXCELLENCE - Introduction to Total Quality, 8th Ed.

CHAPTER 2 – Foundations of Quality Management

Learning outcomes for this chapter:

After completing this chapter, you should be able to:

Define what is a system? Why is “system thinking” important to quality management?

Explain Juran’s Quality Trilogy

Summarise the breakthrough sequence that Juran advocated for quality improvement.

Summarize the rationale behind ISO 9000 and to outline the objectives of the standards.

Explain the two fundamental mistakes that managers make when attempting to improve
a process.

Justify why not all quality management systems are effective? What can be done to
make them effective?

Discuss the five objectives of ISO 9000 standards

Source: D.L. Goetsch & S.B. Davis’ QUALITY MANAGEMENT FOR ORGANIZATIONAL
EXCELLENCE - Introduction to Total Quality, 8th Ed.

CHAPTER 3 – Chapter 3 : Customer Focus

Learning outcomes for this chapter:

After completing this chapter, the student should be able to:

Compute the ACSI model and explain how an organisation can use the indexes to
promote customer driven quality

Describe the factors influencing customer value and satisfaction

Link customer needs to design, production, and service delivery (gap model

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Build a customer focused organisation
Define what is the voice of the customer? List the major listening and
learning approaches used to gather voice of the customer information

Discuss
the importance of commitments to building customer relationships

Explain the role of training and empowerment of customer contact employees in

achieving customer satisfaction

Source: D.L. Goetsch & S.B. Davis’ QUALITY MANAGEMENT FOR ORGANIZATIONAL
EXCELLENCE - Introduction to Total Quality, 8th Ed.

CHAPTER 5 – PROCESS FOCUS

Learning outcomes for this chapter:

After completing this chapter, the student should be able to:

Define process management and its three key activities. In addition, to justify why is
process management important to any business?

Discuss how process management is addressed in the ISO 2000:2000 criteria. Define what
is process mapping? Why is it important in process design?

Illustrate the important questions that should be asked when analysing process maps to
create a more effective design.

Define process control and state why it is important.

Explain why agility is important for process in today’s business environment. Describe the
four elements of any control system.

Define benchmarking and lists its benefits.

Source: James R. Evans & William M. Lindsay’s MANAGING FOR QUALITY AND
PERFORMANCE EXCELLENCE, 7th Ed.

CHAPTER 6 – QUALITY CULTURE: CHANGING HEARTS, MINDS AND ATTITUDES Learning

outcomes for this chapter:
After completing this chapter, the student should be able to:

Explain what a quality culture is.

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Distinguish between a quality culture and a traditional culture. Describe how to activate
cultural change.

Identify ways in which changing leaders can help change an organization’s culture.

Summarize the steps involved in laying the foundation for a quality culture. Describe what
a quality culture looks like.

Choose appropriate strategies for overcoming resistance to cultural change. Describe

how to establish a quality culture.

Summarize how to maintain a quality culture.

Source: D.L. Goetsch & S.B. Davis’ QUALITY MANAGEMENT FOR ORGANIZATIONAL
EXCELLENCE - Introduction to Total Quality, 8th Ed.

CHAPTER 4

CHAPTER 4: WORKFORCE FOCUS

Learning outcomes for this chapter:

Explain why there is a logical relationship between customer satisfaction

and employee satisfaction

Explain the concept of workforce engagement

Distinguish the different approaches to employee involvement

Apply the key workforce focused practices for quality

Define what is empowerment? How does it benefit both the organization

and employees?

The major types of teams found in organization today

Discuss what issues must organizations consider with respect to health,

safety, and employee well being in the work environment?

Classify the types of compensation practices that support a performance

excellence philosophy

Source: D.L. Goetsch & S.B. Davis’ QUALITY MANAGEMENT FOR ORGANIZATIONAL
EXCELLENCE - Introduction to Total Quality, 8th Ed.

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CHAPTER 9

PROCESS IMPROVEMENT AND SIX SIGMA

Learning outcomes for this chapter:

After completing this chapter, the student should be able to:

Discuss what is understood as process

Discuss how does breakthrough relate to process improvement? Discuss the four themes
for process improvement.
Explain the steps for the Deming cycle. Define what is Six Sigma?

Discuss the Seven QC Tools for quality improvement

Apply the key principles of the Six Sigma philosophy. How does it differ from TQM?
Explain the knowledge and management expertise that Green Belts, Black Belts, Master
Black Belts should have?
Discuss what is Value Stream Map and how is it implemented in the quality improvement
process?
Conduct a root cause analysis.

Source: James R. Evans & William M. Lindsay’s MANAGING FOR QUALITY AND
PERFORMANCE EXCELLENCE, 7th Ed.

CHAPTER 14

BUILDING SUSTAINING QUALITY AND PERFORMANCE EXCELLENCE

Learning outcomes for this chapter:

The student should be able to:

Define what is culture? How are cultural values reflected in organizations? Explain the
difference between strategic change and process change.

Discuss the role of middle management and the workforce in achieving quality and
performance.

Explain why it is important to customize performance excellence approaches to each

organization.

Apply the important principles for successfully implementing performance excellence

approaches.

Source: James R. Evans & William M. Lindsay’s MANAGING FOR QUALITY AND
PERFORMANCE EXCELLENCE, 7th Ed.

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CHAPTER 16 – STATISTICAL QUALITY CONTROL

Learning outcomes for this chapter:

After completing this chapter, the student should be able to:

Define the quality of a product or service.

Develop four types of control charts: x, R, p, and c.

Understand the basic theoretical underpinnings of statistical quality control, including the
central limit theorem.

Know whether a process is in control.

Source: B. Render, R.M. Stair, M.E. Hanna & T.S. Hale’s QUANTITATIVE ANALYSIS FOR
MANAGEMENT, 13th Ed

5. COMMUNICATION CHANNEL

Departmental Communication channel

Below is a structure of the communication channel that needs to be followed.

Should a learner encounter any difficulties, discrepancies, grievances, or any
disputes, this is the channel of communication that needs to be followed to address
any issues at hand.

Step 1: Step 3:
Step 2: Lecturer Step 4: HOD
Consult Class rep Coordinator

All grievances must be submitted in writing, clearly stating the issue encountered.

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6. PAPER WRITING GUIDELINES
Detailed instructions on paper writing are as below:

Manuscript Preparation:

Please use Word for the text of your manuscript. Follow this order when typing manuscripts:
Title, Authors, Affiliations, Abstract, Keywords, Main text, Acknowledgements, Appendix
and References. Figures and Tables should be within the main body following the text
referring to them. Use single spacing and normal margins. (Avoid full justification, i.e., do
not use a constant right-hand margin.) Ensure that each new paragraph is clearly
indicated. Number all pages consecutively, use 12 or 10 pt font size and standard fonts.
(See refereed journal articles for examples)

Clearly indicate your name. Ensure that telephone and fax numbers are provided in
addition to the e-mail address and the complete postal address. Full postal addresses must
be given for all co-authors if the paper is based on group-work.

An abstract (not exceeding 250 words) is required at the beginning of each paper.
Abstracts should be complete in themselves as much as possible. Conclusions should be
summarized as well as the methods used, since abstracts are frequently quoted verbatim
in abstracting journals. Immediately after the abstract, provide a maximum of ten keywords
(avoid, for example, 'and', 'of'). Be sparing with abbreviations: only abbreviations firmly
established in the field may be eligible.

Units: Follow internationally accepted rules and conventions: use the international system
of units (SI).
The author may also provide alternate units in parentheses for the convenience of those
readers who are not yet fluent in the use of S. I. Units.

Mathematical Symbols and Formulae: Authors should attempt to visualize mathematical

expressions as they will appear in print. From the standpoints of readability and printing
costs, formulae should be composed carefully and with the utmost economy. Some
general rules are:
a) The numbers which identify equations are to be placed at the right-hand margin in
parentheses, with out use of the word "equation".
b) Explain ambiguous or uncommon symbols

Tables: Tables should be numbered according to their sequence in the text in Arabic
numerals. The text should include references to all tables. Each table should have a brief
and self-explanatory title. Column headings should be brief, but sufficiently explanatory.
The tables should be within the main body and close to the text that refers to them. Tables
should not duplicate results presented elsewhere in the manuscript (for example, in graphs).
Footnotes to tables should be typed below the table and should be referred to by
superscript lowercase letters.

Figures: All illustrations are to be considered as figures, and each should be numbered in
sequence with Arabic numerals. Each figure should have a caption and these should be in
the main body close to the text referring to them.

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References: All publications cited in the text should be presented in a list of references
following the text of the manuscript. Reference in the text to literature cited is given by the
surname of the author(s) followed by the year of publication, that is, the Harvard Style, e.g.
"Smith (1994) has reported ..., which was more recently confirmed (Jackson and Sharp,
1996)."

For references with more than two authors, text citations should be shortened to the first
author followed by "et al.". However, in the list of References the names and initials of all
authors should be mentioned. Two or more references by the same author published in the
same year are differentiated by the letters a, b, c, etc. immediately after the year. The
references should be listed in alphabetical order in the list of References, as shown in the
following examples:
For Books:
Anderson, J. R., & Bower, G. H. (1973). Human associative memory. Washington, D.C.:
Winston.

For Journal Articles:

Bass, F. M. (1969). A new product growth model for consumer durables. Management
Science, 15,
215−227.
Tushman, M. L., & Katz, R. (1980). External communication and project performance: an
investigation
into the role of gatekeepers. Management Science, 26(11), 1071−1085

For Handbooks, Book Chapters:

Graen, G. B. (2006). To share or not to share leadership: new LMX-MMX network leadership
or
charismatic leadership on creative projects. In G.B. (Ed.), Sharing network leadership, LMX
leadership: The series, Vol. 4. (pp. 25−36). Greenwich, CT: Information Age.
Young, M. E., & Wasserman, E. A. (2005). Theories of learning. In K. Lamberts & R. Goldstone
(Eds.),
Handbook of Cognition. Thousand Oaks, CA: Sage Publications.

Conference Papers:
Entin, E. E. (1999). Optimized command and control architectures for improved process and
performance.
Proceedings of the 1999 Command and Control Research and Technology Symposium.
Newport, RI: United States Naval War College.
Fang, C., Lee, J., & Schilling, M. A. (2008). Balancing exploration and exploitation through
structural
design: the isolation of subgroups and organizational learning. Organizational Science
Winter Conference, Lake Tahoe, CA. Jan 2008.

Other Acceptable Sources:

Hannah, S.T. (2006). Agentic Leadership Efficacy: Test of a new construct and model for
development and
performance. Unpublished doctoral dissertation. University of Nebraska-Lincoln.

Internet Sources:

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For Internet sources include the title and full details of the material cited and the URL of the
electronic site at which it can be found, as follows:

Neuman, B.C.(1995), "Security, payment, and privacy for network commerce", IEEE Journal
on Selected
Areas in Communications, Vol. 13 No.8, October, pp.1523-31. Available (IEEE SEPTEMBER)
http://www.research.att.com/jsac/ Last Accessed 12th February 2014
If no author can be found, a key word or abbreviation can be used followed by the date
when the webmaster last updated the site.

Appendix: Mathematical analyses with details which are subordinate to the main theme
of the paper or any material similarly classified should normally be put into an appendix.

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