Course code VadZ3052

Credit points 4.50

Quality Management

Total Hours in Course120

Number of hours for lectures16

Number of hours for seminars and practical classes32

Independent study hours72

Date of course confirmation21.06.2018

Responsible UnitInstitute of Business and Management Science

Course developer

author Uzņēmējdarbības un vadībzinātnes institūts

Aina Muška

Dr. oec.

Prior knowledge

Ekon2122, Statistics

Ekon3108, Marketing

Course abstract

The students acquire knowledge about the essence of quality, its necessity and importance in entrepreneurship, about standardization and conformance evaluation. The students acquaint themselves with the practical application of quality management, frequently used method and its means, and also with the practical aspects of expenses calculation costs of quality.

Learning outcomes and their assessment

1. Students will be able to: demonstrate an understanding of the most important terms and regularities in quality management –tests.
2. Demonstrate knowledge of quality management evolution, experts in quality and their contribution to quality management –tests.
3. Demonstrate an understanding and knowledge of standardisation, compliance assessment and the EFQM Excellence Model - seminars with discussions.
4. Apply quality tools and compute quality costs - tests and an examination project.
5. Assess customer satisfaction – test.
6. Independently acquire, select and analyse information and use it in research on quality - examination project.
7. Explain, discuss and present the research results to others - examination project and seminars with discussions.
8. Work in a team and cooperate - examination project and seminars with discussions.
9. Responsibly plan the completion of the assignments given - examination project and seminars with discussions.
10. Independently or in a team analyse real, low-quality-related problems, identify the causes of the low quality - examination project.

11. Independently identify areas where to enhance quality and substantiate the opinion - examination project.

Course Content(Calendar)

1. Insight into quality and quality management (lecture – 2 hours, practical – 1 hour)
2. Quality and competitive advantages (lecture – 1 hour)
3. Evolution of the idea and management of quality in the world. Gurus (experts on) of quality in the world and their contributions to quality management (lecture – 1 hour)
4. Nature and idea of quality. Characteristics, methodology and application of simple quality management instruments (or “old” quality tools): data collection sheets; histogram; scatterplot; stratification; Pareto diagram; graphs; cause-effect diagram (“fishbone”); 5 WHYS; cause-effect relations “tree”; control schedule; flowchart (lecture – 3 hours, practical – 10 hours)
1st test: Nature and role of quality. “Old” quality tools (1 hour)
5. Characteristics, methodology and application of “new” quality tools: similarity (affinity) diagram; relations diagram; tree diagram; matrix (quality table); priority matrix or decision-making matrix (lecture – 3 hours, practical – 7 hours)
6. Quality Function Deployment (QFD) (lecture – 2 hours, practical – 1 hour)
7. Failure mode and effect analysis (FMEA) (lecture – 1 hour, practical – 1 hour)
2nd test: “New” quality tools (1 hour)
8. Economics of quality (lecture – 1 hour, practical – 3 hours)
9. Customer satisfaction assessment (lecture – 1 hour, practical – 1 hour)
3rd test: Costs of quality. Customer satisfaction assessment (1 hour)
10. Benchmarking (lecture – 1 hour, practical – 1 hour)
11. Seminar: EFQM Excellence Model and its criteria (1 hour)
12. Seminar: European organisations for standardisation: CEN (European Committee for Standardization), CENELEC (European Committee for Electrotechnical Standardization) ETSI (European Telecommunications Standards Institute). ISO (International Organization for Standardization) (1 hour)
13. Seminar: Standardisation in Latvia (1 hour)

14. Seminar: compliance assessment (1 hour)

Requirements for awarding credit points

At the end of the course, an examination project has to be made: an examination of one problem of quality by applying the Deming cycle and the quality management instruments learnt.
At least a mark of 4 has to be earned in all the tests and seminars.

Description of the organization and tasks of students’ independent work

The student has to independently prepare for four seminars according to the topics indicated in the curriculum of the course (see the course plan)

Criteria for Evaluating Learning Outcomes

The student earns a positive mark in a test if at least 40% of the questions are answered correctly.
The student earns a positive mark in the examination project if at least 4 quality management instruments are used for examining the problem of quality.
The final mark consists of the scores earned in the three tests (a maximum score of 30 or a maximum score of 10 in each test), the score earned in the seminars with discussions (a maximum score of 10) and the score acquired in the examination project (a maximum score of 30). The maximum possible total score is 70; a score of 7 is equal to one point on the 10-point scale.

Compulsory reading

1. Duffy G. L. The ASQ Quality Improvement Pocket Guide: Basic History, Concepts, Tools, and Relationships. Milwaukee, Wis: ASQ Quality Press, 2013. 141 p.
2. Walker H. F. Certified Quality Inspector Handbook. 2nd Edition. Milwaukee, Wis: ASQ Quality Press, 2012. 481 p.
3. Kubiak T. M. ASQ Pocket Guide for the Certified Six Sigma Black Belt. Milwaukee, Wis: ASQ Quality Press, 2014. 313 p.
4. Janakiraman B., Gopal R. K. Total Quality Management: Text And Cases. PHI Learning Pvt. Ltd, 2006. 260 p.
5. ReVelle J.B. Quality Essentials: A Reference Guide from A to Z. Milwaukee, Wis: ASQ Quality Press, 2004. 245 p.
6. Goetsch, D.L., Davis, S.B. Total Quality Handbook. New Jersey: Prentic e- Hall, 2004.
7. Jain P. L. Quality Control and Total Quality Management. Tata McGraw-Hill Education, 2001. 379 p.
8. Swanson R. The Quality Improvement Handbook: Team Guide to Tools and Techniques. CRC Press, 1995. 288 p.
9. Кане М.М., Иванов Б.В., Корешков В.Н., Схиртладзе А.Г. Системы, методы и инструменты менеджмента качества: Учебник для вузов. СПб.:Питер, 2009.560c.
10. Krūmiņš J., Krūmiņa I. Statistisko metožu lietošana kvalitātes vadīšanā un nodrošināšanā. Rīga: LU, 2001. 42 lpp.
11. Par atbilstības novērtēšanu: LR likums. Stājas spēkā 03.09.1996. ar grozījumiem. [Skatīts 27.12.2018.]. Pieejams: https://likumi.lv/doc.php?id=63836
12. Standartizācijas likums: LR likums. Stājas spēkā 11.11.1998. ar grozījumiem [Skatīts 27.12.2018.]. Pieejams: https://likumi.lv/doc.php?id=50425
13. Latvijas kvalitātes asociācijas mājas lapa. Pieejams: http://www.lka.lv
14. Latvijas Nacionālā standartizācijas institūcijas „Latvijas Standarts” (LVS) mājas lapa. Pieejams: http://www.lvs.lv
15. International Organization for Standardization mājas lapa. Pieejams: http://www.iso.org/home.html
16. American Society for Quality mājas lapa. Pieejams: http://www.asq.org
17. European Foundation for Quality Management mājas lapa. Pieejams: http://www.efqm.org
18. Baldrige Performance Excellence Program mājas lapa. Pieejams: http://www.nist.gov/baldrige

19. Euroean Organization For Quality mājas lapa. Pieejams: http://www.eoq.org/home.html

Further reading

1. Gygi C., Williams B. Six Sigma for Dummies. John Wiley & Sons, 2012. 408 p.
2. Эванс Д. Управление качеством. М.: ЮНИТИ – ДАНА, 2007. 672 стр.
3. Рамперсад Х. К. Общее управление качеством: личностные и организационные изменения/ Перю с англ. М.: ЗАО «Олимп - Бизнес», 2005. 256 с.
4. Oakland J.S. Total Quality Management text with cases. Oxford: Elsevier, 2003.
5. Barone St., Franco E. L. Statistical Managerial Techniques for Six Sigma Methodology: Theory and Application. John Wiley & Sons, 2012. 382 p.
6. Gerberihs K. V. Salīdzināšana jeb benchmarking. Rīga: De Novo, 2004. 128 lpp.
7. Панде П., Холп Л. Что такое «шесть сигм»? Революционный метод управления качеством/ Перю с англ. 2-е изд. М.: Альпина Бизнес Букс, 2005. – 160 с.
8. Lāmanens K., Tominens K. Procesu vadības izcilības kritēriji. Organizācijas novērtēšanas rokasgrāmata. Rīga: Biedrība”Latvijas Biznesa konsultantu asociācija”, 2007. 120 lpp.

9. Taminens K. EFQM. Izcilības modelis biznesa organizācijām. Organizācijas novērtēšanas rokasgrāmata. Rīga: Biedrība ”Latvijas Biznesa konsultantu asociācija”, 2007. 170 lpp.

Periodicals and other sources

1. Quality Progress. Publisher: American Society for Quality. Publication type: Journals. ISSN: 0033524X
2. Quality Management Journal. Published by American Society for Quality. ISSN: 1068-6967
3. Dienas Bizness: nedēļas laikraksts: Latvijas Biznesa avīze. Rīga: Diena: Dagens Industri, 1992. ISSN 1407-2041
4. Diena. Rīga: Diena, 1990. ISSN 1407-1290

5. Latvijas Vēstnesis. Latvijas Republikas oficiālais izdevums [tiešsaiste]. Pieejams: https://www.vestnesis.lv/

Notes

Restricted elective study course (Part B) for the ESAF academic Bachelor study programme “Economics”, specialisation “Business Process Management”