Posts
(Department of Business Administration)
TOTAL QUALITY MANAGEMENT (5523)
CHECKLIST
SEMESTER: AUTUMN 2010
This packet comprises the following material:
- Text Book
- Course Outline
- Assignment No. 1, 2
- Assignment Forms ( 2 sets )
In this packet, if you find anything missing from the above mentioned material, please contact at the address given below:
Mailing Officer
Services Block No. 28
Allama Iqbal Open University
H-8, Islamabad
Phone: 051-9057611-12
Course Coordinator
(Department of Business Administration)
1. PLAGIARISM OR HIRING OF GHOST WRITER(S) FOR SOLVING THE ASSIGNMENT(S) WILL DEBAR THE STUDENT FROM AWARD OF DEGREE/CERTIFICATE, IF FOUND AT ANY STAGE.
2. SUBMITTING ASSIGNMENTS BORROWED OR STOLEN FROM OTHER(S) AS ONE’S OWN WILL BE PENALIZED AS DEFINED IN “AIOU PLAGIARISM POLICY”.
Course: Total Quality Management (5523) Semester: Autumn 2010
Level: MBA Total Marks: 100
Pass Marks: 40
ASSIGNMENT No. 1
(Units: 1–4)
Note: Attempt all questions. All questions carry equal marks.
Q. 1 Critically discuss the historical development of TQM in Pakistan
Q. 2 Explain strategic planning for total quality management. Discuss the steps involved in strategic planning for TQM in the light of business organization. (20)
Q. 3 Critically explain the term “transforming needs into requirement” in the light of TQM with the help of voice of customer diagram by taking the example of financial sector of Pakistan. (20)
Q. 4 Discuss the need of improvement strategies in continuous quality improvement. Explain the improvement strategies in detail. Which one is better in your view? Discuss with arguments in the light of manufacturing organization. (20)
Q. 5 Explain and evaluate the objectives of performance measures in detail and its importance in continuous quality improvement in the light of services organization. (20)
GUIDELINES FOR ASSIGNMENT No. 1
You should look upon the assignments as a test of knowledge, management skills, and communication skills. When you write an assignment answer, you are indicating your knowledge to the teacher:
§ Your level of understanding of the subject;
§ How clearly you think;
§ How well you can reflect on your knowledge and experience;
§ How well you can use your knowledge in solving problems, explaining situations, and describing organizations and management;
§ How professional you are, and how much care and attention you give to what you do.
To answer a question effectively, address the question directly, bring important related issues into the discussion, refer to sources, and indicate how principles from the course materials apply. The student must also be able to identify important problems and implications arising from the answer.
For citing references, writing bibliographies, and formatting the assignment, APA format should be followed.
Prepare your assignment as per the guidelines and it may be re-evaluated by the Quality Assurance Cell, Department of Business Administration at any time.
ASSIGNMENT No. 2
(Units: 1–9) Total Marks: 100
This assignment is a research-oriented activity. You are required to obtain information from a business/commercial organization and prepare a report of about 1000 words on the issue allotted to you to be submitted to your teacher for evaluation.
You are required to select one of the following issues according to the last digit of your roll number. For example, if your roll number is P-3427180 then you will select issue
No. 0 (the last digit):-
No. 0 (the last digit):-
Issues:
0. Most of the organizations are facing some obstacles during the implementation of TQM. Students are advised to visit a manufacturing organization and study such type of obstacles and propose solution to avoid them.
1. Quality statement plays vital role in quality management system. Students are required to study and analyze quality statement of a business organization and discuss its benefits.
2. Reward and recognition system in organization leads to continuous quality improvement. Students are required to visit a services organization and study its reward and recognition system and its impact on quality management system for that organization.
3. Kaizan approach is very important in continuous quality improvement process. Students are required to study a manufacturing organization and analyze the elements of Kaizan and its role in continuous quality improvement.
4. Benchmarking is used as a tool of total quality management. Students are required to study and analyze benchmarking process of textile/woolen organization and its benefits for the organization.
5. ISO 9000 standards are very beneficial for every organization to compete in the market. Students are required to visit a manufacturing organization and study the benefits of ISO 9000 series.
6. Environmental management system is one of the important concepts used in TQM. Students are required to study a manufacturing organization using ISO 14000 and find out the benefits for the organization.
7. House of quality is a planning tool used in quality development function. Students are advised to study the house of quality concept and its benefits for a private sector organization.
8. Quality by design is implemented through different tools. Students are advised to visit a services organization and study the scope of quality by design’s tools.
9. Cause and effect diagram is one of the important tools used to improve quality. Students are advised study the role of cause and effect diagram regarding the quality improvement for a manufacturing organization.
Prepare your assignment as per the guidelines and it may be re-evaluated by the Quality Assurance Cell, Department of Business Administration at any time.
The report should follow the following format:
1. Title page
2. Acknowledgements
3. An abstract (one page summary of the paper)
4. Table of contents
5. Introduction to the issue (brief history & significance of issue assigned)
6. Practical study of the organization (with respect to the issue)
7. Data collection methods
8. SWOT analysis (strengths, weaknesses, opportunities & threats) relevant to the issue assigned.
9. Conclusion (one page brief covering important aspects of your report)
10. Recommendations (specific recommendations relevant to issue assigned)
11. References (as per APA format)
12. Annexes (if any)
Guidelines for Assignment No. 2:
§ 1.5 line spacing
§ Use headers and subheads throughout all sections
§ Organization of ideas
§ Writing skills (spelling, grammar, punctuation)
§ Professionalism (readability and general appearance)
§ Do more than repeat the text
§ Express a point of view and defend it.
Workshops:
The workshop presentations provide you an opportunity to express your communication skills, knowledge and understanding of concepts learned during practical study assigned in assignment No. 2.
You should use transparencies and any other material for effective presentation. The transparencies are not the presentation, but only a tool; the presentation is the combination of the transparencies and your speech. Workshop presentation transparencies should only be in typed format.
The transparencies should follow the following format:
1. Title page
2. An abstract (one page summary of the paper)
3. Introduction to the issue (brief history & significance of issue assigned)
4. Practical study of the organization (with respect to the issue)
5. Data collection methods
6. SWOT analysis (strengths, weaknesses, opportunities & threats) relevant to the issue assigned.
7. Conclusion (one page brief covering important aspects of your report)
8. Recommendations (specific recommendations relevant to issue assigned)
GUIDELINES FOR WORKSHOP PRESENTATION:
§ Make eye contact and react to the audience. Don’t read from the transparencies or from report, and don’t look too much at the transparencies (occasional glances are acceptable to help in recalling the topic to cover).
§ A 15-minute presentation can be practiced several times in advance, so do that until you are confident enough. Some people also use a mirror when rehearsing as a substitute for an audience.
Weightage of Theory & Practical Aspects in Assignment No. 2 and Workshop Presentations:
Assignment No. 2 and workshop presentations are evaluated on the basis of theory and its applicability. The weightage of each aspect would be:
Theory: 60%
Applicability (practical study of the organization): 40%
TOTAL QUALITY MANAGEMENT
Course Outline (MBA-5523)
Unit-1 Introduction to Total Quality Management
1.1 Defining Total Quality Management
1.2 Basic Approaches of Total Quality Management
1.3 Gurus of Total Quality Management
1.4 TQM Framework
1.5 Awareness about the Improved Quality
1.6 Historical Review
1.7 Obstacles in Implementing TQM
1.8 Benefits of TQM
Unit-2 Leadership and Total Quality Management
2.1 Defining Leadership
2.2 Characteristics of Quality Leaders
2.3 Leadership Concepts
2.4 The Seven Habits of Highly Effective People
2.5 Ethics and Quality
2.6 Deming Philosophy
2.7 Role of Leaders in TQM
2.8 Implementation
2.9 Quality Control
2.10 Core Values, Concepts and Framework
2.11 Strategic Planning and Communication
2.12 Decision Making
Unit-3 Customer Satisfaction and Employee Involvement
3.1 Customer Satisfaction (An Overview)
3.2 What is Customer?
3.3 Customer Perception of Quality and Feedback from Customer
3.4 Effectively Using Customer Complaints
3.5 Transforming Needs into Requirement of Customers and Importance of Customer Retention.
3.6 Employee Involvement in Improving Quality.
3.7 Motivational Theories
3.8 Empowerment
3.9 Teams and There Effectiveness
3.10 Rewards, Recognition and Performance Appraisal
3.11 Union and Employee Involvement
3.12 Benefits of Employee Involvement
Unit-4 Continuous Process of Improvement and Performance Measures
4.1 Perfection through Continuous Improving Process
4.2 Process
4.3 The Juran Approach to Continuous Improvement Process
4.4 Improvement Strategies
4.5 Types of Problems
4.6 Problem Solving Method
Ø Kaizan
Ø Reengineering
Ø Six Sigma
4.7 Objectives of Performance Measures
4.8 Appropriate Strategy
4.9 Presentation of Performance Measures
4.10 Quality Costs
4.11 Malcolm Baldrige National Quality Award.
Unit-5 Benchmarking “A tool for Continuous Improvement”
5.1 Concept of Benchmarking
5.2 Importance of Benchmarking
5.3 Definition of Benchmarking
5.4 Important Reasons of Benchmarking
5.5 Process of Benchmarking
5.6 Deciding what to Benchmark
5.7 Benchmark Planning
5.8 Actions to close the Gap between Benchmark
5.9 Pitfalls and Criticisms of Benchmarking
Unit-6 Quality Management System
6.1 ISO
6.2 Benefits of ISO registration
6.3 ISO 9000 Series of Standards
6.4 ISO 9001 Requirements
6.5 Implementation of Quality Management System (ISO)
6.6 Documentation
6.7 Internal Audits
6.8 ISO Certification for Service Organizations
6.9 ISO Vs Baldrige Award
6.10 Standards in Pakistan
Unit-7 Environmental Management System
7.1 Introduction to Environmental Management Standards
7.2 ISO 14000 Series Standards
7.3 Concept of ISO 14001
7.4 Requirements of ISO 14001
7.5 Benefits of Environmental Management System
7.6 Integrating ISO 14000 with ISO 9000
7.7 Relationship of Standards with Health and Safety
Unit-8 Quality Function Deployment and Quality by Design
8.1 Concept of Quality Function Deployment
8.2 Role of team in QFD
8.3 Benefits of QFD
8.4 Driving force behind QFD
8.5 Process of Information by Organization
8.6 House of Quality
8.7 Building House of Quality
8.8 Quality Function Deployment Process
8.9 Concept of Quality by Design
8.10 Rational of Implementing Quality by Design
8.11 Benefits of Quality by Design
8.12 Communication Models
8.13 Implementation of Quality by Design
8.14 Tools used for Implementing Quality by Design
Unit-9 Management and Technical Tools for improving
9.1 Introduction of Management Tools and there Importance
9.2 Forced Field Analysis
9.3 Nominal Group Technique
9.4 Affinity Diagram
9.5 Tree Diagram
9.6 Matrix Diagram
9.7 Process Decision Program Chart
9.8 Activity Network Diagram
9.9 Just in Time and Just in Case
9.10 Concept of Statistical Process Control
9.10.1 Pareto diagram
9.10.2 Process flow diagram
9.10.3 Cause and effect diagram
9.10.4 Check sheets
9.10.5 Histogram
9.10.6 Control charts
9.10.7 Scatter diagram
Recommended books:
Total Quality Management by Dale H. Besterfield
Additional Readings
1. Total Quality Management; The rout to improve performance.
2. Quality Management by: Donna C.S. Summers.
3. Total Quality Management by: Joel E. Ross.
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