INTRODUCTION TO MANAGING QUALITY

Course Objectives:
The objective of this course is to make students familiar with many of the techniques and concepts of quality management. This will occur as the result of substantial reading, in-class discussion, and self-directed projects. As a result of this course, students will be equipped with the necessary knowledge and a structured process for implementing quality management in an organization.

Course Description :
This course examines concepts, tools, and techniques used in the management and measurement of quality, productivity, and competitiveness in an international environment. It focuses on how firms add value and compete with quality. Topics include quality control and management, employee involvement in quality, team building for quality, quality circles, relation between quality, productivity, and competitiveness, and statistical process control. The course emphasizes the development of decision-making skills through the use of case analysis.

Course Outline:

1. Definitions of quality, quality control and assurance, prevention and detection modes.
2. Models for the cost of quality, reporting of quality costs.
3. Approaches to quality management, e.g. TQM, Six sigma
4. Evolution of quality systems.
5. Application of quality management principles to quality management systems.
6. The 1S09000 series of standards.
7. UAE quality awards.
8. Documentation systems, third party accreditation.
9. The PDCA cycle for Continuous improvement.
10. Problem solving techniques.
11. Statistics for statistical process control, Probability normal distribution; variation; standard deviation; of means; areas under the normal curve.
12. Statistical tools for quality improvement, introduction to Control charts for variables and attribute data. Process capability analysis.
13. Taguchi techniques for the design of experiments; orthogonal arrays; the concept of ‘noise', multiple response analysis.
14. Further techniques for managing quality e.g., Failure mode and effect analysis; Benchmarking.

Learning Outcomes:
Upon successful completion of the course, the student should be able to: 

1. Describe the role of quality management in the organization and management of business and service sectors and critically appraise the approaches to managing quality.
2. Understand the role of quality management systems and interpret selected quality management system standards.
3. Describe the various links between European legislation, product liability legislation and quality management.
4. Use some of the statistical tools and techniques for quality improvement and problem solving and apply the principles of factorial design of experiments to production situations.

Use of Modern Instructional Technology:
Use of LCD Projector, PC, CD ROM, modern Spreadsheet and Electronic presentation packages

Skills to be developed:
This course helps students in developing the following skills:
•  Communication (Oral & written) Through Assignments, Case Study discussions and
Examinations
•  Analytical Through Case studies and examinations
•  Team Work Through Case studies
•  Creative Thinking Through Case studies, assignments, classroom
discussions
•  Adaptability to Change Through Case studies, and examinations
•  Ethics Through lectures and assignments
•  Use of Information Technology Through use of PCs, Internet, CD-ROM, Statistical
data base in the library
•  International issues Through Case studies, assignments, classroom
discussions, and examinations

Evaluating Student Performance:
Class participation and attendance 10%
Individual assignments 20%
Mid-term examination 20%
Final Exam 50%

Grading:
Percentage Score Letter Grade GPA Points Percentage Score Letter Grade GPA Points

90 – 100 A 4.0 70 - 74 C 2.0
85 - 89 B+ 3.5 65 - 69 D+ 1.5
80 - 84 B 3.0 60 - 64 D 1.0
75 - 79 C+ 2,5 < 60 F 0.0

Educational Resources:

Course Schedule & Outline:
Sixteen Week Semester, 3 hrs/Wk