Total Quality Management (IND456) | GSÜ

Content

Objective

Total Quality Management describes an organizational management approach that aims long-term success through customer satisfaction. This course is designed to provide students fundamentals of the Total Quality. It aims to develop an understanding of Total Quality Management tools.

Course Content

Defining quality, basic concepts of Total Quality Management, Customer satisfaction, Process management, Continuous improvement, Performance measures, Quality Function Deployment (QFD), Supplier selection, Quality costs, Taguchi’s quality engineering, Benchmarking, Quality management systems

Course Learning Outcomes

This course enables students to
1: Define general principles of Total Quality Management,
2: Explain customer satisfaction,
3: Use continuous process improvement techniques,
4: Evaluate process performance through performance measures
5: Employ Quality Function Deployment technique,
6: Classify and calculate quality costs,
7: Define quality management systems.

References

Besterfield, D.H. et al., “Total Quality Management”, Prentice Hall.
Akao, Y., “Quality Function Deployment – QFD- Integrating Customer Requirements into Product Design”, Productivity Press.

Weekly Contents

Theory Topics
Week	Weekly Contents
1	Defining quality, basic concepts of Total Quality Management
2	Customer satisfaction
3	Process management
4	Continuous improvement
5	Performance measures
6	Quality Function Deployment (QFD)
7	QFD applications
8	QFD applications
9	Midterm exam
10	Supplier selection
11	Quality costs
12	Taguchi’s quality engineering
13	Benchmarking
14	Quality management systems

Assessment System

Contribution to Overall Grade
Activities	Number	Contribution
Contribution of in-term studies to overall grade	1	60
Contribution of final exam to overall grade	1	40
Total	2	100

In-Term Studies
Activities	Number	Contribution
Assignments	0	0
Presentation	0	0
Midterm Examinations (including preparation)	1	20
Project	1	20
Laboratory	0	0
Other Applications	0	0
Quiz	1	20
Term Paper/ Project	0	0
Portfolio Study	0	0
Reports	0	0
Learning Diary	0	0
Thesis/ Project	0	0
Seminar	0	0
Other	0	0
Total	3	60

Relation of Proficiency

No	Program Learning Outcomes	Contribution
No	Program Learning Outcomes	1	2	3	4	5
1	Knowledge and understanding of a wide range of basic sciences (math, physics, ...) and the main concepts of engineering			X
2	Ability to combine the knowledge and skills to solve engineering problems and provide reliable solutions			X
3	Ability to select and apply methods of analysis and modeling to ask, reformulate and solve the complex problems of industrial engineering				X
4	Ability to conceptualize complex systems, processes or products under practical constraints to improve their performance, ability to use innovative methods of design				X
5	Ability to design, select and apply methods and tools needed to solve problems related to the practice of industrial engineering, ability to use computer technology			X
6	Ability to design experiments, collect and interpret data and analyze results				X
7	Ability to work independently, ability to participate in working groups and have a multidisciplinary team spirit					X
8	Ability to communicate effectively, ability to speak at least two foreign languages				X
9	Awareness of the need for continuous improvement of lifelong learning, ability to keep abreast of scientific and technological developments to use the tools of information management			X
10	Awareness of professional and ethical responsibility			X
11	Knowledge of the concepts of professional life as "project management", "risk management" and "management of change"					X
12	Knowledge on entrepreneurship, innovation and sustainability				X
13	Understanding of the effects of Industrial Engineering applications on global and social health, environment and safety.				X
14	Knowledge of the problems of contemporary society				X
15	Knowledge of the legal implications of the practice of industrial engineering

ECTS

Activities	Number	Period	Total Workload
Class Hours	13	3	39
Midterm Examinations (including preparation)	1	15	15
Project	1	20	20
Final Examinations (including preparation)	1	12	12
Quiz	1	15	15
Total Workload			101
Total Workload / 25			4.04
Credits ECTS			4