Operations Management (TQM)

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 Course Description

This course will allow students understand

total quality concept and techniques for
managing, controlling, and improving quality.

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 Course Outcomes

After successful completion of this course, the students should be able to:

CO1. Apply the concepts of total quality management in analyzing real life
context case studies;

CO2. Assess the ways in managing employee productivity through

empowerment, leadership, teamwork, and effective communication;

CO3. Apply different tools and approaches in improving quality standards

in the workplace.

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 Course Requirements

 Lecture Discussion
 Major Examinations
 Case Analysis
 Quizzes
 Assignments
 Task Performance

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 Course Requirements
The following percentage distribution shall be followed:
Prelims 20%
Midterms 20%
Pre-finals 20%
Finals 40%
The following are the recommended periodical grade components for this course:
Class Participation (Recitation, Quizzes, etc.) 20%
Task Performance 50%
Major Examination 30%
TOTAL 100%

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BM1708 Week
Week#7
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Course Outline

Week 1 Understanding Quality

Week 2 Quality and Global Competitiveness
Week 3 Quality Management, Ethics, and Corporate Social Responsibility
Week 4 Quality Culture: Changing Hearts, Minds and Attitudes
Week 5 PRELIMINARY EXAMINATION
Week 6 Employee Empowerment
Week 7 Leadership and Change For Quality
Week 8 Team Building and Teamwork
Week 9 Effective Communication

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BM1708 Week
Week#7
1
 Course Outline
Week 10 MIDTERM EXAMINATION
Week 11 Overview of Total Quality Tools
Week 12 Continuous Improvement Methods

Week 13 Optimizing and Controlling Processes Through Statistical Process

Control
Week 14 PE-FINAL EXAMINATION
Week 15 Quality Management Systems and Standards Approach
Week 16 Implementing Total Quality Management (TQM)
Week 17 Task Performance
Week 18 FINAL EXAMINATION
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BM1708 Week
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UNDERSTANDING QUALITY
 Definition of Quality
 The Total Quality Approach
 Two (2) Views of Quality
 Key Elements of Total Quality
 Quality Gurus
 Hindrances to Total Quality
 Quality Certifications
 Generalization, Application, & eLMS
DEFINITION OF QUALITY 01

Example
Quality

The
Starts
standard
totality
withyou
Supposed understanding
ofofeat
excellence
features
on a and
of
customer
restaurant,
characteristics
a productneeds.
how
or ofawill
service.
a product
you
judge
and service.
its quality?

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https://www.pipelinemarketing.com/lead-generation-x/
https://www.forbes.com/sites/gordonkelly/2019/05/12/apple-iphone-11-features-release-upgrade-iphone-xs-max-xr/

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TOTAL QUALITY APPROACH 02

Total Quality
An approach to maximize
the competitiveness of
people, processes, products,
services, and environments
through continual
improvement.

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TOTAL QUALITY APPROACH 02

Customer Focus
Example
Consider thethe
The seat of analogy
stool isof a
three-legged stool.
customer focus.
Each of the three (3) legs is
a broad element of the total
quality philosophy.
People
Measures Processes
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TWO VIEWS OF QUALITY 03

Traditional View of
Total Quality
Quality
Perspective
Focuseson
Focuses oninspection
continual
ofimprovement of
products after
products, processes,
development.
and people during
product development.

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TWO VIEWS OF QUALITY 03
The following statements explain some of the major differences between
the traditional view of quality and the total quality perspective:

1 Productivity versus quality 5 Attitude toward defects

2 How quality is defined 6 Quality as a function

3 How quality is measured 7 Responsibility for quality

4 How quality is achieved 8 Supplier relationships

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KEY ELEMENTS OF TOTAL QUALITY 04
1 Strategically Based 7 Continual Process Involvement

2 Customer Focus 8 Education and Training

3 Obsession with Quality 9 Freedom through Control

10 Unity of Purpose
4 Scientific Approach
11 Employee Involvement and
5 Long-term Commitment Empowerment

6 Teamwork 12 Peak Performance

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 Seatwork
 
Do the following on a sheet of paper:

Pick a key element of total quality and explain how it contributes to

organizational success.

Explain which is a more effective approach between traditional view of

quality and total quality perspective.

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QUALITY GURUS 05

William Edwards Deming Joseph M. Juran Philip B. Crosby

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https://www.thefamouspeople.com/profiles/william-edwards-deming-3140.php
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HINDRANCES TO TOTAL QUALITY 06

Confusion about the differences

Senior
amongManagement
education, Delegation
awareness,
Deployment Process
and Poor and
inspiration, Leadership
skill building

TakingTeam
a narrow,
Maniadogmatic
approach

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https://www.entrepreneur.com/article/286055
https://www.theactuary.com/news/only-21-employees-disappointed-with-pension-performance-but-many-lack-guidance/

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QUALITY CERTIFICATIONS 07

Quality
ManagerImprovement
Six SigmaofBlack
Quality/
Belt
Associate
Organizational Excellence
S/he is responsible in improving
S/he
the must
S/hequality
shouldhave
ofbe a knowledge
the to of a of
output
able
quality
process tools
motivatebyand and their and
identifying
evaluate uses
staff,and
must be involved
removing
manage projects in quality
the causes
and of defects
human
improvement
and minimizing
resources, projects.
amongvariability.
others.

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 “Quality is not an act, it is a habit”
Aristotle

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 Generalization
Choose a partner and pick a key element of total quality management.

Briefly explain your chosen key element and how it would contribute in
maintaining quality standards in the organization.

Sight other ways in achieving total quality in the workplace.

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 Application
Write a short essay containing the difference between quality and total
quality approach.

Pick one (1) quality guru and explain his contribution in achieving total
quality in the work place.

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 Homework
Submit a research containing:
The different quality certifications being offered by the American
Society for Quality (ASQ) and the qualifications/requirements in
applying for each quality certification.

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 eLMS
Download 02 Handout 1.

Answer the eLMS activity

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