SCHOOL OF BUSINESS ADMINISTRATION AND ACCOUNTANCY

General Luna Road, Baguio City Philippines 2600

Telefax No.: (074) 442-3071 Website: www.ubaguio.edu E-mail Address: ub@ubaguio.edu

UB VISION
In pursuit of perfection, the University of Baguio is committed to provide balanced quality education by nurturing academic excellence, relevant social skills and ethical values in a
fun-learning environment.

UB MISSION
The University of Baguio educates individuals to be empowered professionals in a global community.

INSTITUTIONAL OBJECTIVES (REVISED 2011)

The University of Baguio aims to produce a graduate who:

1. exemplifies a higher standard of learning;

2. manifest the mastery of relevant skills;
3. upholds a conduct that is rightful and just;
4. undertakes scientific and significant researches;
5. advocates sustainable programs for the community and the environment; and
6. leads and demonstrates exemplary performance in the field of specialization.

CORE VALUES:

COMPETENCE + INTEGRITY = SERVICE

COMPETENCE University of Baguio is committed to nurturing excellent professionals.

INTEGRITY University of Baguio is committed to cultivating a community with ethical values.

SERVICE University of Baguio is dedicated to building a community that advocates sustainable programs for the society and the environment.

Course Title: MNGMNT 5 (3 Units) Description: TOTAL QUALITY MANAGEMENT Effective 2nd Semester, SY 2017-2018 Date Revised: December 2017 Page 1 of 7
 SBAA MISSION
The School of Business Administration and Accountancy edifies competitive and morally upright individuals.

SBAA OBJECTIVES:

The School of Business Administration and Accountancy aims to produce a graduate who:
1. cultivates the knowledge that is imperative for success in globalized setting;
2. displays expertise appropriate to the profession;
3. typifies professional integrity with humility;
4. undertakes researches to promote systematic bases for business decisions;
5. utilizes macro-environmental acumen for economic growth and development; and
6. exhibits commendable accomplishments in business and accountancy.

PROGRAM OBJECTIVES:

The Bachelor of Science in Business Administration and program aims to produce a graduate who:
1. fosters the highest level of competence in the chosen career;
2. performs the requisite skills in the various business disciplines;
3. makes morally upright choices I dealing with ethical dilemmas;
4. undertakes significant researches employed in crafting of relevant business decisions;
5. takes personal initiative and responsibility through participation in community –related activities and;
6. contributes to successful business ventures by creditable work performance.

Program Learning Outcomes:

Bachelor of Science in Business Administration (effective SY 2015-2016)

1. The Graduates have the ability to articulate and discuss the latest developments in the specific field of practice.
2. The Graduates have the ability to effectively communicate orally and in writing using both English and Filipino.
3. The Graduates have the ability to work effectively and independently in multi-disciplinary and multi-cultural teams.
4. The Graduates have the ability to act in recognition of professional, social, and ethical, responsibility.
5. The Graduates have the ability to preserve and promote “Filipino historical and cultural heritage” (based on RA 7722).
6. The Graduates have the ability to carry out researches that can be utilized in the community and in the business profession.

Course Title: MNGMNT 5 (3 Units) Description: TOTAL QUALITY MANAGEMENT Effective 2ND Semester, SY 2017-2018 Date Revised: December 2017 Page 2 of 7
 Learning Objectives
At the end of the semester, the student must have:
1. Identified and explained the basic concepts in Total Quality Management (TQM).
2. Differentiated between product quality characteristics and service quality dimensions.
3. Distinguished between quality of design and quality of conformance to design.
4. Performed the role of external and internal customers in setting quality parameters.
5. Appreciated the system of documentation, implementation and assessment of quality.
6. Evaluated firms’ quality implementation and proposed solutions to Quality Management related issues/problems.
7. Prepared reports and presented papers on quality management.

I. Course Description:

Total Quality Management (TQM) is a philosophy, methodology and system of tools aimed to create and maintain the mechanism of organization’s continuous
improvement. The objectives of this course is to introduce the main principles of business and social excellence, to generate knowledge and skills of students to use
models and quality methodology for the implementation of TQM in any sphere of business operations.

II. Pre-requisites: BMGMNT 2

DETAILED COURSE OUTLINE

Textbook/ Teaching and Learning Resources Time

Desired Learning Outcomes (DLO) Course Content/ Subject Matter Assessment Task
References Activities (TLA) /Materials Allotment
At the end of the unit, the students must
I. Introduction to Quality
have: Direct approach: Case Presentation
A. Defining Quality
1. Discussed the nature of quality Lecture-Discussion Rubrics:
B. History of Quality Management Textbook
management
C. Quality in Manufacturing Powerpoint Problem/issues
2. Summarized the contributions of Evans, 2
quality management to organizational
D. Quality in Service Organizations Indirect approach Depth of Analysis
E. Quality in Business Support Functions page 3
success Group activity – Case Quality of ACA
F. Quality & Competitive Advantage Presentation
3. Analyzed current trends and G. Quality & Personal Values
challenges in quality management
At the end of the unit, the students must II. Foundations of Quality Management Textbook Direct approach: Powerpoint Quiz 3
have: A. The Deming Philosophy Evans, Lecture-Discussion Presentation of
B. The Juran Philosophy page 47 assignment rubrics:
1. Demonstrated an understanding of the C. The Crosby Philosophy Indirect approach Content
D. Other Quality Philosophers
Course Title: MNGMNT 5 (3 Units) Description: TOTAL QUALITY MANAGEMENT Effective 2ND Semester, SY 2017-2018 Date Revised: December 2017 Page 3 of 7
 importance of effective quality
E. Principles, Practices, and Techniques of Group assignment – Organization
management
Quality Management
2. Evaluated problems of quality quality practices of
F. Variations & Statistical Thinking
management in relation to the works of prominent business
G. Quality Management Systems
quality gurus
III. Customer Focus
At the end of the unit, the students must Quiz
A. Customer Satisfaction & Engagement
have: B. Identifying Customers Direct approach: Rubrics: (checklist)
1. Evaluated the needs and requirements C. Understanding Customer Needs Lecture-Discussion Clarity
of customers D. Linking Customer Needs to Design, Textbook Content
Production, Production, and Service Evans, Indirect approach presentations Validity 4
2. Distinguished between internal and Delivery
external customers
page 95 Group activity – Reliability
E. Building a Customer-Focused Organization formulate cusdtomer
F. Managing Customer Relationships feedback checklist
3. Demonstrated ability in resolving G. Measuring Customer Satisfaction and
customer complaints Engagement
At the end of the unit, the students must
IV. Workforce Focus Quiz
have:
A. The evolution of workforce management Direct approach:
B. High performance Work Culture Lecture-Discussion Role Playing rubric
1. Analyzed the steps required to develop C. Principles of Workforce Engagement & Textbook
and evaluate an outstanding PPT and Clarity of symbols
Motivation Evans, 3
Workforce-Focused systems D. Designing High-Performance Work Systems Indirect approach hand-outs Accuracy of
page 151
E. Assessing Workforce Effectiveness, Group activity – role concepts
2. Mastered the art of handling workforce Satisfaction, and Engagement playing Relevance
issues F. Sustaining High-Performance Work Systems

At the end of the unit, the students must V. Process Focus Case Analyses rubric:
A. Process Management Direct approach: presentations
have: Problem/issues
B. Identifying Processes & Requirements Textbook Lecture-Discussion and hand-
Depth of Analysis
C. Process Design Evans, outs 4
1. Analyzed the importance of D. Process Control Quality of
page 205 Indirect approach Group
company’s process-focused programs E. Process Improvement alternatives
to the success of its operations Group case analysis Dynamics
F. Managing Supply Chain Processes

First Grading Examination 2

Course Title: MNGMNT 5 (3 Units) Description: TOTAL QUALITY MANAGEMENT Effective 2ND Semester, SY 2017-2018 Date Revised: December 2017 Page 4 of 7
 At the end of the unit, the students must
VI. Statistical Methods in Quality Management
have: A. Basic Probability Concepts Textbook
1. Evaluated the various statistical Direct approach:
B. Probability Distributions Evans, presentations Quiz 4
methods in quality management and C. Statistical Methodology Lecture-Discussion
determine its relevance to quality
page 251
D. Statistical Inference
management

VII. Design for Quality & Product Excellence

At the end of the unit, the students must
A. Product Development
have: B. Concept Development & Innovation Textbook Direct approach: presentations
1. Summarized the different modes or C. Detailed Design Evans, Lecture-Discussion and hand- Quiz 5
methods by which a company can D. Design for Reliability
design its quality and product
page 309 outs
E. Design for Optimization
excellence programs F. Design Verification
VIII. Measuring & Controlling Quality
At the end of the unit, the students must A. Measurement for Quality Control
have: B. Measurement System Evaluation
C. Process Capability Measurement Textbook presentations
1. Analyzed varied approaches to D. Pre-Control Direct approach: Quiz
Evans, and hand- 3
measuring and controlling quality E. Statistical Process Control Lecture-Discussion
F. Control Chart for Variables Data page 373 outs
2. Evaluated the principles involved in G. Control Charts for Attributes Data
measuring and controlling quality H. Summary of Control Chart Construction
I. Implementing Statistical Process Control
IX. Process Improvement & Six Sigma Direct approach: Quiz
At the end of the unit, the students must Lecture-Discussion Case Analyses rubric
A. Process Improvement Methodologies Textbook presentations
have: B. Six Sigma Problem/issues
1. Appreciated process improvement and Evans, and hand- 4
C. Implementing Six Sigma Indirect approach Depth of Analysis
six sigma programs and its relevance D. Using the DAMAIC Process page 461 outs
to business operations Group activity – case Quality of ACA
E. Lean Tools for Process Improvement study
Midterm Examination 2
At the end of the unit, the students must
X. Baldrige Framework for Performance Excellence
have: A. The Criteria for Performance Excellence Textbook
1. Related Baldrige Framework for Direct approach: Recitation
B. International Quality & Performance Evans, PPT 3
Performance Excellence to motivation Excellence Programs Lecture-Discussion
page 521
and eventually to business C. Baldrige Award, ISO 9000, and Six Sigma
performance

Course Title: MNGMNT 5 (3 Units) Description: TOTAL QUALITY MANAGEMENT Effective 2ND Semester, SY 2017-2018 Date Revised: December 2017 Page 5 of 7
 At the end of the unit, the students must
XI. Strategy and Performance Excellence
have: A. The Scope of Strategic Planning
1. Identified resources available to the B. The Seven Management & Planning Tools Textbook
manager in making strategic plans Direct approach: presentations
C. Organizational Design for Performance Evans, Quiz 3
2. Developed ability in using the seven Excellence Lecture-Discussion
management and planning tools,
page 557
D. Core Competencies & Strategic Work
especially when it comes to making System Design
strategic decisions

At the end of the unit, the students must XII. Measurement and Knowledge Management for
have: Performance Excellence Direct approach:
1. Evaluated human resource plans of A. The Value and Scope of Performance Lecture-Discussion
successful entities Measurement Textbook
Quiz
2. Proven why measurement and B. Designing Effective Performance Evans, Presentations 5
Measurement Systems Indirect approach
knowledge management for page 595
C. Analyzing and Using Performance Data Group activity – case
performance programs are necessary
to attract, recruit, and retain valued D. Managing Information Resources study
customers E. Knowledge Management

XIII. Leadership for Performance Excellence and

Building and Sustaining Quality & Performance
At the end of the unit, the students must
Excellence Quiz
have: A. Leadership Competencies and Practices
1. Discussed the impact of leadership for Recitation
B. Leadership Theories and Practices Case Analyses rubric
performance excellence to the C. Leadership, Governance, and Societal Textbook Direct approach:
investors’ capital Problem/issues
Responsibilities Evans, Lecture-Discussion Presentations 5
2. Identified ways and means by which a D. Building and Sustaining Quality and Depth of Analysis
page 635
business can maintain its position in an Performance Excellence Quality of ACA
industry E. Organizational Culture and Change
3. Related how organizational culture and F. Strategies for Quality and Performance
change affect performance excellence Excellence
G. The Journey Toward Performance Excellence

Final Examination 2

TOTAL HOURS: 54

Course Title: MNGMNT 5 (3 Units) Description: TOTAL QUALITY MANAGEMENT Effective 2ND Semester, SY 2017-2018 Date Revised: December 2017 Page 6 of 7
 Grading System:

For Professional Subjects: the cut-off score is 70%. The highest possible grade is ninety-nine (99); the lowest passing grade is seventy-five (75); and the lowest failing grade is
sixty-five (65).
First grading Class standing = 70 % ; Exam = 30 %
Midterms Class standing = 60 % ; Exam = 40 % ( Tentative Midterm Grade x 2 + First Grading ) / 3 = Midterm Grade
Finals Class standing = 60 % ; Exam = 40 % ( Tentative Final Grade x 2 + Midterm Grade ) / 3 = Final grade

Textbook: Evans, James R. & Lindsay, William L.(2014), Total Quality Management, 9th Edition ed. Manila: CENGAGE LEARNING.

Book References:
Gamble/Thomson/Peteraf (2013). Essentials for Strategic Management (The Quest for Competitive Advantage ). McGraw-Hill International Edition.
Goetsch, David L. & Davis, Stanley (2013) Quality Management for Organizational Excellence (Introduction to Total Quality) Pearson.
Grant, David B. (2012) Logistics Management. Pearson.
Pierce, John II A. & Robinson, Richard B. (2013) Strategic Management (Planning for Domestic & Global Competition), McGraw-Hill International Ed.

Internet:
ASQ. What is Total Quality Management (TQM). Retrieved from http://asq.org/learn-about-quality/total-quality-management/overview/overview.html
Europeanceo. (21 January 2014). Total quality management: three case studies from around the world. https://www.europeanceo.com/business-and-management/total-
quality-management-three-case-studies-from-around-the-world/
Mind Tools Content Team. (2017) Total Quality Managment. Retrieved from https://www.mindtools.com/pages/article/newSTR_81.htm
Harris, Quin. 7 Important principles of total quality management. Retrieved from https://managementhelp.org/quality/total-quality-management.htm
Hsue, Chia-Lin, Mu-Chen Chen & Vikas Kumar. (15 April 2016) How social shopping retains customers? Capturing the essence of website quality and relationship quality.
http://www.tandfonline.com/doi/full/10.1080/14783363.2016.1171706

Journals / Magazines
Vasquez, Alejandro. (9 January 2018) Growth Strategies: 5 Things to Consider When Hiring A Software Outsourcing Partner. Retrieved from
https://www.entrepreneur.com/article/307144
Gale, Adam. (9 January 2018 ) Leadership Lessons: Seat’s CEO on turnarounds, going global and succeeding within the VW Group. Retrieved from
https://www.managementotday.co.uk/seats-ceo-turnaorunds-going-global-succeeding-within-vw-group/leadership-lessons/article/1454040
Sargsyan, Arpine. (2017) Variety of Approaches in Assessment of Global Competitiveness. Int J Econ Manag Sci 6: 479. doi:10.4172/2162-6359.1000479. Retrieved from
https://www.omicsonline.org/open-access/variety-of-approaches-in-assessment-of-global-competitiveness-2162-6359-1000479.pdf

Prepared by: MADELINE MENO-SALVINO, LPT, MBE

References Verified by: Approved by:

MR. EARLE NESTOR P. FERNANDEZ DR. KAREEN B. LEON, CPA, CMA

Section Library Head Dean, School of Business Administration & Accountancy

Course Title: MNGMNT 5 (3 Units) Description: TOTAL QUALITY MANAGEMENT Effective 2ND Semester, SY 2017-2018 Date Revised: December 2017 Page 7 of 7