Total Quality Management (890)

ALLAMA IQBAL OPEN UNIVERSITY ISLAMABAD (Department of Business Administration) TOTAL QUALITY MANAGEMENT (890) CHECKLIST SEMESTER: SPRING 2011 This packet comprises the following material: 1. Text Book (one) 2. Course Outline 3. Assignment No. 1, 2 4. 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. Course Coordinator ALLAMA IQBAL OPEN UNIVERSITY ISLAMABAD (Department of Business Administration)

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WARNING 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”. ASSIGNMENT No. 1 Course: Total Quality Management (890)Semester: Spring 2011 Level: MBAMarks: 100 Note:All questions carry equal marks. Attempt all the questions to be supported by examples with reference Pakistan. Study the detail guidelines before attempting the questions. Q. Discuss the concept of Total Quality Management and its importance in the business management. Critically discuss the role of gurus in the development of Total Quality Management. Q. 2Define and discuss the concept of Deming philosophy and its importance in TQM. Critically discuss the 14 point of Deming philosophy and their main themes keep in view the financial sector of Pakistan. Q. 3Discuss the concept customers’ feedback in continuous quality improvement. Critically discuss the role of comments card and focus group in getting the customers’ feedback with reference to the manufacturing organization.

Q. 4Define and discuss the term team in the view of Total Quality Management. Critically discuss the role of teams in the continuous quality improvement process with reference to commercial organization. Q. 5Discuss the different improvement strategies used in continuous quality improvement management. Critically discuss the primary improvement strategies with examples in the light of business organization. Which one strategy is better in your view and why? 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 & 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 # 0 (the last digit):- List of Topics: 0. Quality council is the driver of the TQM engine. Discuss and analyze the role of Quality Council in the light of private sector organization. 1. “Translating need into requirements” is one of the important techniques used in customers’ satisfaction. Discuss the role of this technique in continuous quality improvement management by studying a private sector organization. 2. Employees’ survey is an essential step regarding the employees’ involvement.

Discuss the employees survey system used for employees involvement by studying the banking sector. 3. Kaizen is an important philosophy used in continuous quality improvement process. Discuss this approach by studying the manufacturing sector. 4. Benchmarking is an essential tool used for continuous quality improvement. Discuss and analyze the benchmarking process in the view telecommunication sector. 5. ISO certification has great importance for the services organization. Discuss the process and benefits of ISO certification for services organization. 6. Environmental policy in one of the basic concepts of Environmental management System.

Discuss the environmental policy and their developments keep in view the manufacturing organization. 7. Quality Function Development System is a planning tool. Discuss the role of QDFS regarding fulfillment of customers’ expectations in the business organization. 8. Quality by design is one of the essential terms used in TQM. Explain the rationale for implementations of quality by design by studying industrial sector. 9. Statistical process control tools plays vital role in the continuous quality management process. Discuss and analyze any two statistical process control tools keep in view manufacturing organization.

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 & understanding of concepts learned during practical study assigned in assignment No. . 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 ) 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 & workshop presentations are evaluated on the basis of theory & 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. Defining Total Quality Management 2. Basic Approaches of Total Quality Management 3.

Gurus of Total Quality Management 4. TQM Framework 5. Awareness about the Improved Quality 6. Historical Review 7. Obstacles in Implementing TQM 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 ? Kaizan ? Reengineering ? 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 . 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 . 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. 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 1. Introduction of Management Tools and there importance 2. Forced Field Analysis 3. Nominal Group Technique 4. Affinity Diagram 5.

Tree Diagram 6. Matrix Diagram 7. Process decision program chart 8. Activity network diagram 9. Just in Time and Just in Case 10. Concept of Statistical Process Control 1. Pareto Diagram 2. Process Flow diagram 3. Cause and effect diagram 4. Check sheets 5. Histogram 6. Control Charts 7. Scatter Diagram Recommended books: 1. 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, 3rd Edition Tracing 28/3/11

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