Course Title: Introduction to TQM

Credit Hours: 5.0 Units

Description:
Quality became an important business issue because of the fall of American competitiveness in world markets. No management issues since the Scientific Management has had the impact of the quality movement. The total quality management (TQM) approach is increasingly used by organizations to improve their operations and the processes used in all functional areas of their organizations. TQM has become popular because it attempts to improve product/service quality, productivity, and competitiveness by improving communications with customers and suppliers and within organizations.


The need for learning and understanding the principles of total quality has become increasingly obvious in recent years. TQM is a comprehensive approach requiring lengthy and extensive education and training programs within organizations. This course takes an in-depth approach in order to teach students the basic principles and tools associated with TQM. The course also provides many cases that focus on large and small companies in manufacturing and service industries in North and South America, Europe, and Asia.

This course is organized according to traditional management topics. This organization helps students to see the parallels between TQM and management theories. The course is divided into four sections. In the first part of the course students are introduced to core principles of TQM, the most common TQM techniques and how they relates to familiar management concepts. In the second section we turn our attention to the idea of customer-supplier relations and how TQM relates to topics such as organizational design and change. Section 3 presents the themes of teamwork and empowerment and relates TQM to the topics of groups, leadership, and motivation. In the final section, we discuss the impact of TQM on both the content and process of competitive strategy.

Objectives:
At the completion of this course, each student should be able to

  1. Develop a conceptual understanding of the basic principles and methods associated with TQM;
  2. Develop an understanding of how these principles and methods have been put into effect in a variety of organizations;
  3. Develop an understanding of the relationship between TQM principles and the theories and models studied in traditional management;

These objectives will be pursued via:

  1. Literature Study. See Reading Assignments.
  2. Case Analysis. See Case Assignment Instructions.
  3. Resources available on the Internet. See Related Resources on the Web.
  4. Suggested Background Material. See Related Course Materials.

Instructor

Name: Mohsen Attaran
Office: DDH C-111
Phone: (805)664-2310
Fax: (805)664-2438
E-mail:
mattaran@csubak.edu


Required Textbook

  1. Total Quality: Management, Organization, and Strategy, James W. Dean, Jr., and James R. Evans, West Publishing Company, 2nd Edition, 2000.
  2. Seven Habits of Highly Effective People, Stephen R. Covey, Simon & Schuster, 1989.

Grading System

Source

Value

Total

18 Discussion Questions 10-50 Points each 600 Points
10 Case Analysis 40 Points each 400 Points
Total * 1000 Points

Course Calendar

Click on the Note icon to see the lecture notes for each session. Click on the Book or the Case icon to see the tentative reading or case assignments for each session.

Date
Topic
Lecture Notes
Readings
Cases
April 02 Introduction to TQM
Notes
Readings ***
April 07 7 Habits, an overview *** Readings ***
April 09 Approaches to Total Quality
Notes
Readings
1
April 14 Habit 1- Be Proactive *** Readings ***
April 16 Tools and Techniques for Quality Planning and Improv.
Notes
Readings
2
April 21 Habit 2- Begin with the End in Mind *** Readings ***
April 23 Quality in Customer-Supplier Relationships
Notes
Readings
3
April 28 Habit 3- Put First Things First *** Readings ***
April 30 Designing Organizations for Quality
Notes
Readings
4
May 05 Habit 4- Think Win/Win *** Readings ***
May 07 Total Quality and Organizational Change
Notes
Readings
5
May 12 Quality Teamwork
Notes
Readings
6
May 14 Habit 5- Empathic Communication *** Readings ***
May 19 Empowerment and Motivation
Notes
Readings
7
May 21 Quality Leadership
Notes
Readings
8
May 26 Habit 6- Synergize *** Readings ***
May 28 Strategic Planning and Total Quality Implementation
Notes
Readings
9
June 04 Habit 7- Sharpen the Saw *** Readings
10

Lecture Notes

The following lecture notes are prepared for different sessions. They serve to summarize the topics and issues discussed in each session through readings, cases and accompanying materials. Please read the lecture note for each session before reading the assigned chapters or cases.

Note:All of the assigned lecture notes are available in the powerpoint format and on the Internet. Click on the related link to access the full note. It is a good practice to print these notes and read them in the text format.

Session
Title
Source
April 02 Introduction to TQM
WWW
April 09 1- Approaches to TQM
2- Quality Gurus
3- ISO
WWW
April 16 1- Tools for Quality Improvements
2- Methods and Techniques
WWW
April 23 Customer-Supplier Relationships in TQM
WWW
April 30 Organization Design for Quality
WWW
May 07 Organizational Change and TQM
WWW
May 12 Teamwork and TQM
WWW
May 19 The Importance of Empowerment
WWW
May 21 Leadership and Quality
WWW
May 28 Strategic Planning and TQM
WWW

Tentative Reading Assignments

Read the assigned chapters and answer discussion questions prepared for each one. To see questions for each reading and for further instructions on how to post your answers, click on one of the the book icons in the following table.

Date Readings Assignment Link Source
April 02 Chapter 1
TQM
April 07 Part 1
7-Habits
April 09 Chapter 2
TQM
April 14 Habit 1
7-Habits
April 16 Chapter 3
TQM
April 21 Habit 2
7-Habits
April 23 Chapter 4
TQM
April 28 Habit 3
7-Habits
April 30 Chapter 5
TQM
May 05 Habit 4
7-Habits
May 07 Chapter 6
TQM
May 12 Chapter 7
TQM
May 14 Habit 5
7-Habits
May 19 Chapter 8
TQM
May 21 Chapter 9
TQM
May 26 Habit 6
7-Habits
May 28 Chapter 10
TQM
June 04 Habit 7
7-Habits


Case Assignment Instructions

During the quarter a minimum of 10 cases are assigned. Answer discussion questions prepared for each case. First, lightly skim the case, look at the first few and last few paragraphs and glance over the exhibits. Then look at the discussion questions before reading the case a second time. Note the key problems (questions) on scratch paper. Then review the case again, sorting out the relevant considerations for each problem area. Click on case title in the following table to see instructions (questions) for that case.

Session
Case Title
Source
April 09 Hillshire Farm/Kahn's Text-Chapter 1
April 16 The Rise and Fall of WonderTech Text-Chapter 2
April 23 The Quarterly Sales Report Text-Chapter 3
April 30 Pro Fasteners, Incorporated Text-Chapter 4
May 07 Barriers?What Barriers? Text-Chapter 5
May 12 The Machine That Didn't Change the World Text-Chapter 6
May 19 A Self-Managed Cheese-Making Team Text-Chapter 7
May 21 The Case of the Standard Traveler Text-Chapter 8
May 28 David Kearns and the Transform. of Xerox Text-Chapter 9
June 04 Stroh Brewery's Strategy Text-Chapter 11

Related Course Materials

Journals:
The following journals contain material on the subject:

  1. Harvard Business Review
  2. Sloan Management Review
  3. Academy of Management Executive
  4. The Columbia Journal of World Business
  5. Quality Progress
  6. Business Horizons
  7. Human Resource Planning
  8. Planning Review

Magazines:
The following magazines can also be useful:
  1. TQM Magazine
  2. The Economist
  3. Business Week
  4. Fortune

Newspapers:
The following Newspapers will also be useful:
  1. Wall Street Journal
  2. Financial Times

Articles:
The following articles are focused on TQM:

Vantrappen, H., 'Creating Customer Value by Streamlining Business Processes', in: Longe Range Planning, vol. 25, nr. 1, 1992, p. 53-62

Caldwell, Bruce. "Missteps, Miscues", InformationWeek, June 20, 1994, pp. 50-60.

Hansen, G.A., "A Complex Process" OR/MS Today, August issue, 1994

Thackray, John. "Fads, Fixes & Fictions", Management Today, June 1993, pp. 40-42.

Additional Information

The following items are linkages to WWW sites that are integral to this course. Visit often as this list expands:

    The Guru of TQM
      The Deming Cooperative
      The W. Edwards Deming Institute
      The Juran Foundation
      An Immigrant's Gift
      Juran Article Index
      Business Open Learning Archive
      Three Experts on Quality Management

    Other TQM Links

      Managerial Breakthrough
      Organizational Improvement Office
      Reasons, Responses for TQM Failure
      Dry Bones, Part 1
      TQM Library
      A Simplified TQM Diagnostic Model
      TQM Resource Guide
      TQC Wheel
      Continual Improvement Systems
      TQM Library
      Definition of TQM
      Texcom FSTD TQM Training Supplement
      TQM: It Really Works!
      TQM and ISO 9000 Resources
      Is TQM Dead?
      ASQC, Your Quality Source
      TQM is Dead; Long live TQM
      Total Quality Management
      A Contingency- Based Typology of TQM Implementation
      Insights Into Safety