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ASSIGNMENT No. 1
Course: Total Quality Management (890) Semester: Autumn, 2011
Level: MBA Marks: 100
Note: All questions carry equal marks. Attempt all the questions to be supported by examples with reference Pakistan
Q. 1 Explain the nature and importance of Total Quality Management and it benefits. Critically discus the various obstacles faced during the implementation of Total Quality management in both business and non-business organizations. (20)
Q. 2 Define leadership. Critically discuss the characteristics of quality leader in the light of services organization. (20)
Q. 3 Explain the concept of “customer” in the view of Total Quality Management. Discuss the various aspects of customer perceptions regarding continuous quality improvement in detail in the light of trading organization. (20)
Q. 4 Explain the concept of six-sigma and its importance total quality management. Discuss the various aspects and benefits of six-sigma in financial organization. (20)
Q. 5 Explain the concept of “Translating need into requirements” in the view of continuous quality improvement. Discuss the Kano Modal and its role in customer satisfaction management. (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.
ASSIGNMENT No. 2
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):-
Issues:
0. The TQM framework has great importance in managing the continuous quality improvement. Students are advised to visit a commercial organization and study the essential aspects/parts of TQM framework.
1. Time management matrix provides time management guideliens for the quality leader. Students are advised to visit a manufacturing organization and study the essential aspects/parts of time management matrix.
2. Report Card is one of the effective information gathering tools. Students are advised to visit a business organization and study the process of Report Cards and their analysis regarding customers’ feedback.
3. Team development plays vital role in Total Quality Management. Students are advised to visit a financial organization and study the various stages of team development.
4. Benchmarking used as an important tool for Continuous Quality Improvement. Students are advised to visit a manufacturing organization and study the benchmarking planning.
5. ISO has a great importance in the Quality Management System. Students are advised to visit a services organization and study the implementation process of ISO standards.
6. Environmental Management System is one of the integrated parts of continuous quality improvement process. Students are advised to visit a commercial organization and study their Environmental Management System in the view of ISO 14000 series.
7. WHATs and HOWs have vital relationship in quality function development. Students are advised to visit a business organization and study the WHATs and HOWs process.
8. Health and Safety are the most important issues connected with ISO standards. Students are advised to visit a manufacturing organization and study the measures taken regarding the health and safety under ISO standards.
9. Check sheet in one of most important tools used in quality improvement process. Students are advised to visit an organization and study the overall process of check sheets.
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 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-890)
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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