HR540 – Total Quality Management
Master of Science in Human Resource Management and Organizational Behavior
Core Course
HR540 – Total Quality Management
Course Unit Code: HR540
Type Of Unit: Elective
Level of Course Unit: Second cycle
Year of Study: First / Second year
Semester: On demand
Number of ECTS Credits: 4.5
Class Contact Hours: 21
Mode of Delivery
Face to Face
Prerequisites
None
Course Objectives
The objective of this course is to familiarize and improve participants’ knowledge of basic concepts relevant to quality management and discuss continuous quality improvement methods and tools currently in use in Business & Education. To introduce the Malcolm Baldridge National Quality Award, the European Quality Award, the Six Sigma method as well as the ISO 9000 Quality Standards Series and to discuss SERVQUAL, a Service Quality Model.
Learning Outcomes
- Explain what Quality Management is and the several definitions of Quality Management.
- Classify customers into internal and external and explain their importance.
- Distinguish between goods and services and explain their quality attributes.
- Analyse and evaluate quality costs.
- Cite the Quality Management gurus and underline their contribution to Quality, such as Deming, Juran, Crosby, Ishikawa.
- Explain Continuous Process improvement and tools.
- Understand and explain the principles of Six Sigma.
- Understand and explain statistical process control.
- Describe and explain quality models and frameworks such as SERVQUAL, MBNQA, EFQM, Deming and ISO 9000.
Course Content
Course Features
Planned learning activities and teaching methods
Lectures; in-class discussion and debates; in-class exercises; problem sets; teaching experiments; team work; video case studies.
Assessment methods and criteria
10% Participation
20% In-class quiz
70% Final assignment
Language of Instruction
English
Work Placement(s)
Not applicable
Readings
Recommended or required reading
Textbooks:
1. Juran, J. M. & Gryna, M. F. (2001). Quality Planning and Analysis (4th ed.). McGraw-Hill
2. Crosby, Ph. (1980). Quality is Free. New York: Penguin Books
3. Evans, J.R. & Lindsay, W. (201). The Management and Control of Quality (8th ed.). Publisher, Thomson, South Western
4. David L. Quetsch and Stanley Davis: “Quality Management for Organizational Excellence: Introduction to Total Quality”, 7th Edition, Prentice Hall
5. W. Edwards Deming, (1986) “Out of the Crisis”, Cambridge University Press
6. Malcolm Baldridge National Quality award cases:
http://www.baldrige.nist.gov/Contacts_Profiles.htm
http://www.eipa.eu/files/File/CAF/CAF_2013.pdf
http://www.iso.org/iso/iso_9000
English (UK) 
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