Introduction To Course

Total quality management (TQM) is a philosophy, methodology and system of tools aimed to create and maintain mechanism of organization’s continuous improvement. It involves all departments and employees into improvement of processes and products. It helps to reduce costs and to meet and exceed needs and expectations of customers and other stakeholders of an organization. TQM encompasses the concepts of business and social excellence that is sustainable approach to organization’s competition, efficiency improvement, leadership and partnership. The objectives of this course is to introduce the main principles of business and social excellence, to generate knowledge and skills of students to use models and quality management methodology for the implementation of total quality management in any sphere of business and public sector.

Lerning Outcomes: 

At the end of the course students should:

• know business excellence models and be able assess organization’s performance making reference to their criteria;

• know the principles of total quality management and peculiarities of their implementation;

• be able to use quality management methods analyzing and solving problems of organization;

• know prerequisites of evolution of total quality management and significance of quality gurus’ works to the management of modern organizations.

Course Pre- Requiste

The course studies cover these topics:

• Quality role managing organizations.
• Quality management concepts.
• Prerequisites and stages of Total quality management evolution.
• Total quality management gurus.
• Business excellence models.
• Organization’s commitment to satisfy customer’s needs.
• Quality function deployment.
• Planning and leadership achieving quality.
• Quality management methods.
• Organization’s culture and its change improving organization’s performance.
• Employees’ participation in quality improvement processes.
• Teamwork.
• Quality circles.
• Training for achievement of quality.
• Continuous improvement principles.
• Benchmarking.
• Sustainable development (ISO 14001. EMAS. OHSAS 18000.)
• Corporate social responsibility (Global compact. SA 8000.)
• Partnership role achieving total quality management.
• Total quality management implementation.

Recommended Text

1. Besterfield D. H., Besterfield-Michna C., Besterfield G. H., Besterfield-Sacre M. Total quality management, Prentice Hall, 1999. 656 p.

1. Evans, J. R., Dean J. W. Total quality management, organization and strategy, Thomson, 2003. 399 p.

1. Kanji G. K., Asher M. 100 Methods for Total Quality Management. London: SAGE Publications, 1996.

1. Oakland G. F. Total Quality Management, Oxford, 1995.

Marks Distribution                                         Marks

Case writing & running                                                05

Quizzes                                                           05

Midterm                                                           30

Project & presentation                                     10

 Terminal Examination                                     50

                                                                       100

GENERAL CRITERIA FOR EVALUATION

The following is meant to give a general indication of the attributes which are normally expected of written work for it to be awarded marks in particular degree classes. This is indicative only since an answer can have a number of attributes, strengths and weaknesses and the overall classification given to individual answers and to a script is based on the judgment of the examiners about the inter-play of these attributes, strengths and weaknesses.

(80%+)                                               Excellent, logical and well-presented answer showing clear evidence of recent research findings on the topic, evidence of additional readings, and showing content of original thought and ideas.

(70-79%)                                Very good, well-presented answer showing clear evidence of supplementary reading and some original thought and ideas.

(60-69%)                                Good comprehensive answer. Clear, logical, thorough with evidence of breadth and depth in reading. Understanding of inter-relationships between parts of the course and of the subject.

(50-59%)                                Adequate to good answer. Material limited to basic reading and lectures, Competent understanding of individual topics with only limited grasp of links between topics.

(40-49%)                                Incomplete answer. Material is sparse with inaccuracies and little evidence of even basic reading. Reliance on lecture material with only limited indication of understanding.

(<40%)                                               Deficient answer. Inaccuracies, omissions, errors in approach, no evidence of understanding or work.

Attendance Policy (Zero Tolerance):

As per university policy at least 75% attendance in the class will be mandatory for every student to become eligible for final term exam.

Semester Plan

Class Timings 

Monday : 9.30-11:00 (R) and 2:00-3.30(SS)

Tuesday: 9.30-11.00 (R)

Wednesday: 2.00-3:30 (SS)