MANAGEMENT, OPERATIONS, AND MARKETING DEPARTMENT
CBA
The CSU,
Course Number (3 Credit Hours): OM 4570
Course Title: Quality
Management
Term: Fall
2005
Prerequisites:
Instructor Information: Dr.
Nael Aly
Office: PSB,
Room #223A
Office Phone: (209)667-3149/3507
Office Hours: M
W
Fax:
(209) 667-3210
E-mail:
naly@csustan.edu
Website: http://mom.csustan.edu/naelaly/
Required Text:
Quality
Course Learning Objectives:
These days, with the market more competitive than ever, success or
failure of many organizations depends on productivity and the quality of their
products. The best way to increase both productivity and quality is to build
quality into products and services, to produce it right the first time through
a company-wide quality control system. This course is designed to give an
in-depth knowledge of the basics, as well as the latest developments in the
field of quality management.
This course will cover the basic principles of Total Quality, and how it can lead manufacturing and service organizations into continuous process of improvement. Customer Focus, Employee Involvement, Problem Solving Techniques, and Statistical Process Control will be covered in this course, as well as the basic philosophy of quality Gurus such as Deming, Juran, Crosby, Taguchi, and Ishikawa.
You will learn the statistical tools which enable you to collect and analyze the appropriate data to expose problems, and to select the suitable problem solving techniques to eliminate such problems. You will see why control charts are significant tools in building quality in and how to use them effectively to guarantee and continuously improve the quality of products and services.
You will also learn about ISO
9000:2000 standards as well as the Malcolm Baldrige
National Quality Award and their major requirements. We also will cover the Six Sigma philosophy,
which is becoming more popular lately in many manufacturing and service organizations.
Primary Objectives
1. Develop knowledge and application of the management of quality and its global perspective. (1.c)
2. Gain understanding of quality management philosophies, process continuous improvement, quality standards and awards, and statistical process control (SPC). (1.a)
3. See the applications of Quality Management concepts through field trips, and term projects of world-class facilities (1.d)
4.
Identify problems, find their root causes, develop solutions, and evaluate the
efficiency of actions (2.a)
5.
Use quantitative decision and techniques to manage
processes such as nominal group techniques, flow diagrams, fishbone charts,
Pareto charts, and control charts (2.b)
6.
Work effectively as a member of a team (2.e)
Secondary Objectives
1. Prepare and present a cohesive, coherent oral argument (2.e)
2. Prepare a cohesive, coherent, and well-written document (2.e)
3. Prepare presentation using an electronic medium such as Power Point (2.d)
Course
Description
How to establish and administer a total company-wide quality control
program. Emphasis is placed on
Quality Assurance, Continuous Quality Improvement, Problem Solving Techniques,
and Statistical Process Control.
Topics Covered and Tentative
Schedule
Course
Introduction
.................................................................................
Sept. 7
Chapter 1: Quality Basics
Sept.
14
· History and Evolution of Quality Control
· Quality Definitions
Chapter 2: Quality Advocates . Sept. 14
· Dr. Walter Shewhart
· Dr. Edward Deming
· Dr. Joseph Juran
· Philip Crosby
· Dr. Kaoru Ishikawa
· Dr. Armand Feigenbaum
· Dr. Genichi Taguchi
Chapter 12: Quality Costs .. Sept. 21
Chapter 14: Quality Systems: The ISO 9000, Supplier
Certification
Requirements, the Malcolm Baldrige Award, and Six Sigma
......................... Sept 28
Total Quality Management .. . Oct 5
· Customer Focus
Ψ Quality Function Deployment (chapter 11)
· Employee Empowerment
· Continuous Improvement
· Statistical Process Control
Chapter 4: Statistics ... Oct. 19
· Types of Data
· Characteristics of Data
· Data Analysis and Display
Ψ Line Graph
Ψ Bar graph
Ψ Comparison charts
Ψ Pie chart
Ψ Scatter diagram
Ψ Histograms
Chapter 3: Quality Improvement: Problem Solving . .. Oct. 19
· Check Sheets
· Problem Solving Techniques
Ψ Flowcharts
Ψ Cause and Effect Diagrams
Ψ Pareto Charts
Ψ Deming Continuous Improvement (PDCA) Cycle
Introduction to Control Charts . . Oct. 26
· Understanding Variation
· Normal Distribution (chapter 4)
· Central Limit Theorem (chapter 4)
· Why Control Charts Work
· Types of Control Charts
Chapter 5: Variable Control Charts Nov. 2
·
(
and R-charts)
· Interpretation of Control Charts
Chapter 6: Process Capability .................... Nov. 2
· Specification Limits and Process Capability
· Process Capability Index
· Six Sigma (chapter 14)
Chapter 9: Control Charts for Attributes................................................................. Nov. 16
· Control Charts for Defectives (nonconforming)
Ψ NP-charts
Ψ P-charts
Ψ Variable Sample Size P-charts
· Control Charts for Defects (nonconformities)
Ψ C-chart
Ψ U-chart
Chapter 7: Other Variable Control Charts .............................................................. Nov. 23
· Standard Deviation Chart
· Individual (X) and Moving Range (MR) Charts
Term Project
Presentations...............................................November 30
Teaching Methods
This course will emphasize the teamwork approach concept of Total Quality
Management (TQM). The main purpose of using this approach is to continuously
improve the process of learning and teaching through students involvement.
Students' input regarding the course, its organization, exam format, and course
improvement will be continuously solicited, encouraged and rewarded.
All students will be organized into teams. Every team will consist of 2 students. Students in every team should work together as one unit and help mentor each other throughout the semester. Teams responsibilities are:
1. Each team will submit one term project.
2. All assignments including homework and presentations will be team work.
3. In case any student misses a class, other students in the team will be responsible for helping him/her make-up the missed class. This includes handling any handouts, class notes, materials, and homework
I strongly believe that open
communication with students and their continuous feedback are essential
elements of quality teaching. Consequently, I encourage and urge every student
to ask questions, ask for further instructions, participate in class
discussions, and even disagree with me (sometimes!!!). In particular, I do welcome
any ideas and input that will help me improve my teaching effectiveness.
Students should feel free to talk to me about any of these issues in or out of
class. I promise to listen to and consider all of your ideas to improve this
class and my teaching without any negative effect whatsoever on your grade.
Please try me!!!
Throughout the semester, each team is encouraged to submit as many ideas for
improvements as possible. These ideas could be to improve teaching
effectiveness of instructor, course contents, and structure. All ideas will be
given the utmost consideration. Best ideas will be rewarded
Course Requirements
Main requirements of this course are as follows:
1. Two exams
2. Homework
assignments
3. OM/APICS Bulletin Board
Ψ Every team will be responsible for the OM/APICS Bulletin Board for about a week. This includes decorating the board, posting interesting and related articles and news. Teams will be graded on the quality of the materials and presentation on the Bulletin Board.
4. Term Project
Ψ The objective of this project is to visit and learn how local companies manage the quality of its products and services.
Each team should select a company (service or manufacturing) and arrange to
have a plant tour of its facility. You also want to set up a meeting with
the firm's quality manager. During this interview, you will need to
determine the quality philosophy of the company and which quality guru the firm most
closely align with. Pay particular attention to written quality and
productivity standards, documented procedures and posted quality charts and
signs. In your report, you must address the following issues:
- An overview of the company (What do they do? what do they make? How they do it, etc)
- Present a basic flow chart of the main manufacturing/service processes
- Explain how the company controls, manages, and improves the quality of its products and services.
- Document the quality principles adopted within the organization. Also, present your opinion of the effectiveness of these quality principles in place.
- Document, present, and analyze the experience this company has in the implementation of at least four of the following quality management concepts:
Ψ Continuous Improvement (Kaizen)
Ψ
Customer Focus
Ψ
Employee Empowerment and Teams
Ψ
Supplier Involvement
Ψ
Statistical Process Control (SPC)
Ψ
Quality Function Deployment and House of Quality (QFD)
Ψ
ISO 9000/ISO 14000
Ψ
Reengineering
Ψ
Benchmarking
Ψ
Six Sigma
Ψ HACCP
Ψ Control Charts
- Document the experiences which the selected company has had in regards to the above concepts, including characteristics, features, examples, advantages, challenges, limitations, and results of the implementation.
- A copy of the "thank you" letter which you send to the company.
Term project outline is due on September 21. This outline should include the following:
Ψ Name and address of the company
to be studied
Ψ
Name and position of the contact person in this company
Ψ
List of the concepts that will be studied
Final report should contain at
least 10 pages. All projects will be presented to the class on November 30
Grading Policy
Two tests including final, 35% each 70%
Term Project
15%
Homework 10%
OM/APICS Bulletin Board
5%
Approximate Test Dates
Midterm Exam November 9
Final Exam
(Take home exam)
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Great Semester ©