POM 521-STRATEGIC QUALITY MANAGEMENT

 ( http://global.ist.psu.edu/chu/m521.htm )

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About the Course/Section

POM 521 covers the concepts, techniques, and implementation of strategic quality management. The course is open to graduate students and qualified undergraduate students who are interested in learning and practicing quality management. This section is open for students enrolled in the regular on-campus degree program.

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About the Instructor

Instructor:   Dr. Chao-Hsien Chu, Associate Professor of IST.
              Click Here to view Dr. Chu's Background.
Office:       515 Rider Bldg.
Tel:          (814) 865-4446.
Fax:          (814) 865-5604.
E-Mail:       chu@ist.psu.edu.
Office Hours: TBA.

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Course Objectives

The objective of this course is to provide (potential) managers with an overall understanding of managerial and technical issues related to managing for quality, including the strategic impacts of quality, planning and designing quality assurance systems, control and improvement of quality systems. A variety of learning modes will be used throughout the course, including lecture and discussions, experiential exercises, oral and written presentations, and case analyses. A major component of the course is the project, in which you will study an organization and use the concepts and tools which you have learned to solve an actual problem.

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Course Materials

Textbook:

Supplementary Reading Materials:

  1. Chu, C. H., "The Pervasive Elements of Total Quality Control," Industrial Management, Vol. 30 (September-October 1988), pp. 30-32. (On-Line)
  2. Juran, J. M., "Decisions for the Consumer Price Index," in Juran, J. M., Juran on Quality by Design, The Free Press, 1992, pp. 468-480. (Course Package)
  3. Juran, J. M., "That Uninterested Top management,"; Juran Institute., 1977. Click Here to read the article. Here to download the article (in WORD format).
  4. Juran, J. M., "The QC Circle Phenomenon," Juran Institute, 1967. Click Here to read the article. Here to download the article (in WORD format).
  5. Juran, J. M., "The Japanese QC Circles: Questions and Answers," Juran Institute, 1967. Click Here to read the article. Here to download the article (in WORD format).
  6. Nakhai, B. and Neves, J. S., "The Deming, Baldrige, and European Quality Awards,"Quality Progress, Vol. 27, No. 4 (April 1994), pp. 33-37.
  7. Juran, J. M., "Quality Control in Service Industries," Juran Institute, 1973. Click Here to read the article. Here to download the article (in WORD format).
  8. Juran, J. M., "Operator Errors - Time for a New Look," Juran Institute, 1968. Click Here to read the article. Here to download the article (in WORD format).
  9. Grout, J. R., "Towards Achieving Zero-Defect Quality: Mistake-Proofing." (On-Line)
  10. "TQM and ISO 9000: The Critical Link at Pall Corporation," in Profile of ISO 9000, Allyn and Bacon, 1992, pp. 107-111. (Course Package)
  11. "ISO 9000, MBNQA, and Total Quality: How They Interconnect at John Fluke Manufacturing," in Profile of ISO 9000, Allyn and Bacon, 1992, pp. 115-120. (Course Package)
  12. "Du Pont's Roadmap to ISO 9000 Registration," in Profile of ISO 9000, Allyn and Bacon, 1992, pp. 123-138. (Course Package)
  13. "Union Carbide's Seven-Step ISO 9000 Registration Plan," in Profile of ISO 9000, Allyn and Bacon, 1992, pp. 123-138. (Course Package)

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Other Related References

  1. Crosby, P. B., Quality is Free: The Art of Making Quality Certain, A Mentor Book, 1979.
  2. Deming, W. E., Out of the Crisis, Center for Advanced Engineering Study, MIT, 1982.
  3. Gitlow, H. S. and Gitlow, S. J., The Deming Guide to Quality and Competitive Position, Prentice-Hall, 1987.
  4. Juran, J. M., Juran on Quality by Design: The New Steps for Planning Quality into Goods and Services, The Free Press, 1992.
  5. Juran, J. M., Juran on Leadership for Quality: An Executive Handbook, The Free Press, 1989.
  6. Juran, J. M., Juran on Planning for Quality, The Free Press, 1988.
  7. Mizuno, S. (editor), Management for Quality Improvement: The 7 New QC Tools, The Productivity Press, 1988.
  8. Shingo, S., Zero Quality Control: Source Inspection and the Poka-Yoke System, Productivity Press, 1986.
  9. Profiles of Malcolm Baldrige Award Winners, Allyn and Bacon, 1992.
  10. Profile of ISO 9000, Allyn and Bacon, 1992.

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Course Policies

  1. To help you learn the TQM practice, total of 13 cases will be discussed in the class. Seven of them will be led by the instructor but participation from students is mandatory. Every student in the class is expected to actively participate in discussion. Your participation will be evaluated throughout the semester and reflects in the final grade. Six additional cases will be analyzed and presented by student teams. Each team will have an opportunity to act as a consulting (implementing) team to analyze and present a case and as a management team to diagnose other team's analyses. The teams presenting/diagnosing the case need to submit a team report.
  2. One analysis-oriented exercise will be assigned to provide students hand-on experience of using QC tools for problem solving.
  3. A take home examination (no more than 15 pages) will be given to enhance your overall understanding on the materials covered in the class.
  4. A term project and presentation are required for the course. This will provide you a unique opportunity to master concepts, principles, tools, and problem solving skills. Details of the project will be released later.

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Grading Weights

Items
Weight
Remark
QC Tools Assignments
10%
 Individual
Consulting/Management Diagnosis
20%
 Team
Term project
30%
 Team
Examination
30%
 Individual
Presentation and Participation
10%
 Individual

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Tentative Class Schedule

Schedule
Topic
Readings
August
26 (T) State-of-the-Art Review Syllabus
28 (Th) Competitive Operations/Manufacturing Strategies
September
2 (T) Understand Lean Production & Quality Video
Cases 1, 6 Cases 1, 6 (B)
4 (Th) Defining Quality Chap. 1,2 (SGW)
Impact of TQM
Measuring Quality
Framework / Elements of TQM Reading #1
9 (T) Searching Information via Internet (WWW) Chu's Guide to WWW
(Meet at Computer Lab)
11 (Th) Problem Solving Process Chap 3,4 (SGW)
Quality Control/Improvement Chap 5 (SGW)
(Form Project Teams)
16 (T) Quality Control Tools Chap 5 (SGW)
(Term Project Announcement) Handout
18 (Th) 7 QC Steps and Tools pp. 87-101 (SGW)
Case - Analog Devices
23 (T) Management Diagnosis Chap 6 (SGW)
(QC Tools Assignment Due)
25 (Th) Strategic Quality Planning Handout
Case - Listening to the Customer Using QFD Case 18 (B)
30 (T) Quality Function Deployment (QFD) Chap 7 (SGW)
Case - Consumer Price Index Reading #2
Project Proposal Due (one page)
October
2 (Th) Consulting/Management Diagnosis Case (TBA)
(First Team-Oriented Case Analysis)
7 (T) Consulting/Management Diagnosis Case (TBA)
(Second Team-Oriented Case Analysis)
9 (Th) Develop Product/Process Features Chap 7,8 (SGW)
14 (T) Foolproof Systems (Poka-Yoke) Readings #8,9, WWW
5S & Visual Control for Quality
16 (Th) Consulting/Management Diagnosis Case (TBA)
(Third Team-Oriented Case Analysis)
21 (T) Implementing TQM (I) Chap 9-11 (SGW)
Quality Control Circle (QCC) Readings #1,4,5
23 (Th) Consulting/Management Diagnosis Case (TBA)
(Fourth Team-Oriented Case Analysis)
28 (T) Implementing TQM (II) Chap 13-15 (SGW)
Dr. Deming's 14 Points Reading #3
30 (Th) Quest for Excellence Video
Implementing TQM (Quality Award) Reading #6
Case - Federal Express Case 35 (B)
(Take Home Exam Announcement)
November
4 (T) Quality Management for Service Operations Reading #7
TQM at the Christ-Church Parkroyal Video
6 (Th) TBA
11 (T) Quality Policy (Hoshin) Management Chap 14 (SGW)
(Take Home Exam Due)
13 (Th) Consulting/Management Diagnosis Case (TBA)
(Fifth Team-Oriented Case Analysis)
18 (T) Consulting/Management Diagnosis Case (TBA)
(Sixth Team-Oriented Case Analysis)
20 (Th) TQM and ISO 9000 Readings #10, 11
Road Map to ISO 9000 Certification Reading #12, WWW
December
2 (T) Term Project Presentation
4 (Th) Term Project Presentation
9 (T) Term Project Presentation
11 (Th) Term Project Presentation

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Last Updated: August 15, 1997
Please sent your comments to: Dr. Chao-Hsien Chu at chu@ist.psu.edu.