Authorised by Academic Registrar, April 1996
Objectives On completion of this subject students should be able to understand quality in terms of its historical perspective and its role in both manufacturing and service organisations today; be able to understand the Certification process and to recognise the economic basis for quality and the difference between certification and total quality management (TQM); understand the need to meet or exceed customers expectations; understand the role of process improvements both large (business process re-engineering) and small (Kaizen) as part of a continuous improvement culture; understand exposure to the seven TQM tools and the seven Hoshin management tools; recognise a structural approach to implementing TQM as well as the necessary culture change and finally be aware of the various international quality awards and their criteria.
Synopsis A strategic management process applicable to all manufacturing and service organisations including the public service. Introduction to TQM with focus on customers, people working within systems, variation that occurs in all systems, continuous improvement approaches, team-working and empowerment, organisational culture change and the implementation of TQM. Introduction to the process and economics of quality certification of an organisation.
Assessment Individual assignment (2000 words): 20% + Group assignment (3000 words): 30% + Group assignment presentation : 5% + Attendance and participation: 5% + Examination (2 hours): 40%.