UUM COLLEGE OF BUSINESS

UNIVERSITI UTARA MALAYSIA

No. Information on Course

1. Course Name : QUALITY MANAGEMENT

2. Course Code: BJMQ3013

3. Name(s) of Academic Staff:

DR. ROSMAN BIN ITENG

4. Objective(s) of Course :
After completing this course, students should be able to:
i. understand the basic concepts and principles related to Quality
Management.
ii. acquire knowledge about the repertoire of methods and techniques of
Quality
iii. make decisions based on the results obtained from the use of quality
management techniques
5. Course Learning Outcomes:
Upon completion of the course, students are able to
1. define the concepts and techniques of quality management (C1).

2. explain the importance of quality in the organization (C2, A3, P2).

3. Analyze current issues related to quality management (C4).

4. Evaluate related business problems using the techniques learned in the quality
(C5).
6. Transferable Skills:
Practical Skill, Communication, leadership and teamwork, Problem solving, and lifelong
learning.

1
 7. Teaching-learning and assessment strategy:
Mixed method between teacher-centred and student-centred. For the assessment
strategy it is a continuous assessment.

8. Synopsis:
The aims of this course are to expose students to the quality management in making the
business aspect and emphasize the impact of data analysis to reduce uncertainties. This
course emphasizes how the data can help us make better decisions, applications and
assumptions of each technique, in accordance with the data analysis, interpretation of
findings and how to convey the inference that has been made.

9. Mode of Delivery:
Traditional Lectures, Student Centred Learning, Project and case studies.

Assessment Methods and Types:

10.
Coursework 60%
- Quiz 1 10%
- Quiz 2 10%
- Assignment 1 Individual - 15%,
- Assignment 2 Problem solving and presentation 25%,
Examination 40% (Final Examination)
TOPIC WEEK
1. Introduction To Quality
What is Quality?
1.1. Identify assumptions about the quality differences? Week 1, 2
1.2. Variance function of the quality
1.3. Other assumptions about Quality
1.4. Quality Concept
1.5. Quality and Competition

2. Development History Quality and Quality Standards

2.1. Quality Theory Week 3
2.2. Dominant Theory of Quality
- W. Edward Deming
- Joseph M. Duran
- Kaoru Ishikawa
- Armand Feigenbaum
- Philip Crosby
- Genichi Taguchi

3. Quality Management Planning

3.1. Strategy Content and Process strategies
3.2. Leadership in Quality Week 4
3.3. Quality and Ethics
3.4. Quality and Strategy
3.5. Quality Development (Hoshin Kanri)
3.6. Will help improve the quality of business decisions

2
4. Voice of Customers
4.1. Towards importance of the customer Week 5 & 6
4.2. What is the voice of the customer
4.3. Customer Relationship Management
4.4. Management in filling vacancies
4.5. Separating customer and market
4.6. Collaboration between the customer and supplier
strategies
4.7. Communication with customers
4.8. Obtain Customer Feedback actively
4.9. Getting feedback on passive
4.10. Managing Customer Retention
4.11. Managing Client Control System
4.12. Appreciate the brightest design

5. Voice of Market
5.1. What is the meaning of the market voice? Week 7
5.2. Understand how deeply through benchmark
5.3. Usage of Benchmarking
5.4. Best-in-class benchmark
5.5. Among the best in the benchmark
5.6. Benchmark business processes
5.7. Lead and manage the benchmarking
5.8. Line the base and re-engineering
5.9. Problem with Benchmarking

6. Product quality and process design

6.1. Design of products for quality Week 8
- The process of designing
- Uses Quality Function Deployment
6.2. Technology in the design
- Method of Prototype
- Designing for durability
- Design for the environment

7. Designing Quality Services

7.1. The difference between service and manufacturing Week 9
7.2. What is the customer service needed
7.3. SERVQUAL- analysis GAP
7.4. Design and Repair services transactions

8. Quality Improvement Tools and System Improvement

8.1. Plan-Do-Check-Act cycle Week 10
8.2. Ishikawa quality tools
8.3. Seven improvement tool
8.4. Various improvement measurement tools

3
9. Statistical Process Control - Variables
9.1. Basic Statistics Week 11 & 12
9.2. Process control charts
9.3. The concepts of control charts for variables
9.4. Process capability for variables
9.5. Other Statistical Techniques in Quality Management

10.Statistical Process Control - Attributes

10.1. Type of data Week 13
10.2. Understand the control chart for attribute data
10.3. Preparing and interpreting the control chart.
10.4. Selecting the right control chart

11.Total Quality Management and quality teams

11.1. Group leader for its improved quality Week 14
11.2. Type of groups
11.3. Group implementation

Main References:
Foster, S.T (2017). Quality Management Integrating the Supply Chain (6th Edition). Edinburgh,
England.

Additional References:
Summers ,Donna.(2005).Quality Management (2nd Edition) . New Jersey Pearson Education,
Inc.
Evans ,J.R.& Lindsay ,W.M .,(2007). Quality and Performance Excellence: Management,
Organization, and Strategy(7th Ed.). South-Western Publisher .
Evans ,J.R .(2007). Quality and Performance Excellence: Management, Organization, and Strategy
.(5th Edition). South-Western Publisher .
Goetsch,D. &Davis ,S .(2009) .Quality Management for Organizational Excellence.
Introduction to Total Quality( 6th Ed.). New Jersey Pearson Education, Inc.
Ott ,E.R.,Schilling , E.D. & Neubauer ,D.V. (2005). Process Quality Control: Troubleshooting And
Interpretation of Data.(4th edition) .ASQ Press .