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ALLAMA IQBAL OPEN UNIVERSITY, ISLAMABAD
COL MBA/MPA PROGRAMME
QUALITY MANAGEMENT (5575)
CHECKLIST
SEMESTER: AUTUMN, 2010
This packet comprises the following material:
- Text Books
- Course Outlines
- Assignment No. 1,2
- Assignment Forms ( 2 sets )
In this packet, if you find anything missing out of the above mentioned material, please contact at the address given below:
Mailing Officer
Services Block No. 28
Allama Iqbal Open University
H-8, Islamabad
INSTRUCTIONS
(a) All written assignment must be well organized, presented in an easy-to-read format and neat. Moreover, pay particularly close attention to grammar, spelling, punctuation and understandability. Communication is extremely important in this course.
(b) Documentation is likewise very important. Un-supported statements or opinions are worth less to the reader, who desires to verify your finding. Complete and specific documentation is mandatory. Also, your references should be to primary sources, except in rare unusual situation.
(c) Quoting should be kept to an absolute minimum.
Guidelines for Doing Assignments
We expect you to answer each question as per instructions in the assignment. You will find it useful to keep the following points in mind:
(1) Planning: Read the assignments carefully, go through the Units on which they are based. Make some points regarding each question and then rearrange them in a logical order.
(2) Organization: Be a little selective and analytical before drawing up a rough outline of your answer. Give adequate attention to question’s introduction and conclusion.
Make sure that:
a) The answer is logical and coherent,
b) It has clear connections between sentences and paragraphs,
c) The presentation is correct in your own expression and style.
(3) Presentation: Once you are satisfied with your answer, you can write down the final version for submission. It is mandatory to write all assignments neatly. If you so desire, you may underlining the points you wish to emphasize. Make sure that the answer is within the stipulated word limit.
Wishing you all the best
Salman A. Qureshi
(Course Coordinator)
ALLAMA IQBAL OPEN UNIVERSITY, ISLAMABAD
(Commonwealth MBA/MPA Programme)
[
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: Quality Management (5575) Semester: Autumn, 2010
Level: Executive MBA/MPA Total Marks: 100
ASSIGNMENT No. 1
Q.1 Mintzberg’s research indicates that there are three categories of roles of leaders; these can be described in terms of 10 specific quality roles, Explain each of them.
Q.2 (a) Explain the following terms in the context of quality management:
● Action plans
● Delivery time
● 4-pairs analysis
● Responsiveness to change in market place
● Shared vision
(b) Briefly discuss the 7 habits of highly effective people by Stephen R. Covey.
Q.3 (a) How employees’ satisfaction is related to customer satisfaction? Explain.
(b) A recent research over a question that whether or not Voice of Customer is killing off innovation because paying such close attention to the VOC prevents the company from being more creative. Do you think that VOC is really killing off innovation?
Q.4 Elaborate the three categories of tools and techniques for quality management. What tools could be used for planning, data collection and analysis, and for continuous improvement?
Q.5 Explain in detail the continuous process improvement cycle (PDSA)?
ASSIGNMENT No. 2
(Marks: 100)
Instructions:
1. This assignment is a research-oriented activity. You are required to develop a term paper and submit to the tutor for evaluation prior to the final examination. The last date of this assignment will be notified separately by our directorate of regional services and the same will be communicated to you directly as well as through approved study centres assigned to you.
2. You will have to participate in the activity fully, actively, and practically to be eligible to sit in the final examination of the course. Please send one copy of this assignment to COL MBA/MPA Programme office, Block No. 11, Allama Iqbal Open University, Sector H-8, Islamabad.
3. For the preparation of this assignment, you should first thoroughly review the conceptual framework of the topic and develop a scholarly material of the same giving references, quotations, and extracts of various scholars and experts. Then visit any business/commercial organization and study the relevant practical aspects there. Combining the theoretical and practical aspects, develop a comprehensive paper consisting of at least 20 to 25 types pages to be submitted to your tutor.
(a) Introduction to the topic
(b) Important sub-topics
(c) Practical study of the organization with respect to the topic
(d) Review of theoretical and practical situations, merits, de-merits deficiencies or strengths of the organization with respect to the topic under study.
(e) Conclusion and recommendation
(f) Annex, if any
4. Prepare a copy of this assignment submit to your tutor for your evaluation.
5. You should add any illustrative material/data/tables/analysis for effective submission.
6. If you fail to submit this assignment in the class, then you will not be able to sit in the final examination conducted by AIOU.
7. A number of topics given below are the general aspects of the course and you are required to select one of the topics according to the last digit of your roll number. For example, if the roll number is N-9337241, you will select topic number 1, and if the roll number is O-3427185 then you will select topic number 5 (the last digit).
1. Customer retention.
2. Application of PDCA cycle.
3. Team creation process.
4. How quality control gets in the way of quality.
5. Role of team in QFD.
6. Technology and change in quality
7. Importance of TQM in service organization.
8. TQM and WTO in Pakistan.
9. Affect of JIT and Paradigm shift on TQM.
10. Integration of ISO 14000 and ISO 9000 series.
QUALITY MANAGEMENT (5575)
OUTLINES
Block 01: Introduction to Quality Management
Introduction
Objectives
History of the ‘Quality Revolution’
What is Quality and Quality Management?
Quality is in the Eyes of the Consumer
Fitness-to-Standard (conformance) and Fitness-to-Use
Assessing Customer Expectations and Satisfaction
Why is Quality Important?
Philosophy of Quality Management
n The Religion
n The Imperative
n The New Ways
n The Customer
Implementation and Evaluation
Principles of Total Quality – An Integration
Types of Quality Efforts
The Baldrige Awards
The Terminology of Quality Management
Block 02: Leadership and Strategic Management
Introduction
Objectives
Demonstrating Quality Values Throughout the Organisation
Exercising Leadership
Leader vs. Managers
Mintzberg’s Research
Bass & Associates
Interactive and Servant Leaders
Symbolic leaders
Leaders in the Language of Innovation
The Role of Quality Professionals
The Work of Professionals
Supplier quality assurance
Internal Auditing
Customer Quality
Consulting and Training
Making the Connections
Incorporating Quality goals into Strategic and Operational Plans
Organizational Change
An Example of Tools for a Strategic Planning Activity
Determining Most Feasible Alternative Using Strategic Tools
Stages in Determining Strategy
The Strategic Tools – The Initial SWOT Analysis
The Strategic Tools – External Environment Analysis (STIPLE)
The Strategic Tools – The Internal Analysis
The Strategic Tools – A More Definitive SWOT Analysis
Block 03: Customer and Market Focus
Objectives and Introduction
Internal and External Customers
Defining and Identifying the Customer
Understanding Customer Needs and Expectations
Collecting and Interpreting Customer Information
Customer Relationship Management
Customers as Partners
Types of Partnerships and Alliances
Benefits of Customer-Supplier Partnerships and Alliances
Managing Supplier Relationships
Selecting Suppliers
Supplier Certification and Rating
Supply Base and Customer Base Reduction
Block 04: Quality in Human Resources
Introduction and Objectives
Nature and Role of HRM
History
The House of Quality
A House of Quality for Human Resources
Cornerstones
Vision and Mission
Organisational Culture
The Culture of the Nation
Servant Leadership
Foundation
Satisfaction
Pillars
Pillar One: Continuous Improvement
Pillar Two: Product/Process Quality
Definitions, Importance, and Other Matters
The Process Improvement Cycle
Special Problems and Concerns
Pillar Three: People Development
Psychological Contract
Change of Attitude
Problem-solving Skills
Employee Involvement and Team Building
Pillar Four: Facts and Measurements
Speaking With Facts
Measurement
Roof
Short and Long-term Strategy
Rules and Procedures
Systems, Processes and Structure
Environmental Constraints
Respect for Individual Differences
Ethical and Moral Decision Making and Behavior
Respect for Authority
Block 05: Tools and Techniques for Quality Management
Objectives and Introduction
Tools for Data Collection and Interpretation
Customer Records
Data on Complaints
Survey Data
Benchmarking
Transaction Data
Tools for Planning
Quality Function Deployment
Simultaneous (Concurrent) Engineering
Seven ‘New’ Management Tools
Tools for Continuous Improvement
The P-D-C/S-A Cycle
Six Sigma
The Differences between DMAIC and DMADV
Block 06: International Standards Organisation
Introduction and Objectives
An Overview of ISO
The History of ISO
What are ISO and ISO Certification?
Relationship Between ISO 9000 and QS 9000
Sections in ISO 9001
Basic Requirements for Certification
Why is the Standards Important?
Benefits and Drawbacks
Block 07: Change in the Context of Quality Management
Objectives and Introduction
The Goal of Quality Change
The Progression of Change
Just-in-time
Paradigm Shift
Training in Quality and Interpersonal Skills
Roles
Assertiveness
Interaction and Process Skills
Responsibility Charting
The system and Structural Changes
Steps Toward Change
Compensation Restructuring
Behaviour Modification (OB Mod, Operant Conditioning, Positive Reinforcement)
Advanced Quality Methods
Team and Team Building in the Context of QM
Benefits and Drawbacks
Types of Teams
Characteristics of Teams
Size
Stages of Development
Team Norms and Cohesiveness
Conflict Resolution
Culture and Cultural Change
Should Consultants Be Used To Define and Implement Change?
Implementing Change
Communication
The Aftermath: The Carry-Over Form Past Experiences
Structural Issues
Recommended Books:
1. Total Quality Management
By: Dale H. Bester field
Edition: Third
2. Quality Management
By: Donna C.S. Summers
3. Total Quality Management
By: Joel E. Ross
Edition: Third