PROFESSOR:  DR. PATRICIA LAPOINT
OFFICE:   COOKE 209A
OFFICE PHONE:  793-3855; leave message on voice mail
                             e-mail address:  lapointp@mcmurryadm.mcm.edu

WEBPAGE: mcm.edu/~lapointp

OFFICE HOURS: 

M: 9:00-11; 12:30-1:00
W: 9:00-11; 12:30-1:00
F: 9:00-1:00

                               

COURSE DESCRIPTION: REQUIRED FOR STUDENTS CONCENTRATING IN MANAGEMENT. AN IN-DEPTH STUDY OF THE MAJOR MANAGERIAL PHILOSOPHIES AND TECHNIQUES OF QUALITY WITH A SPECIAL EMPHASIS OF CONTINUOUS IMPROVEMENT SYSTEMS. SPECIFIC TOPICS INCLUDE QUALITY DESIGN AND IMPLEMENTATION, THE HUMAN RESOURCE DIMENSION OF QUALITY, AND THE TECHNICAL SYSTEM INCLUDING INSPECTION AND MEASUREMENT, RELIABILITY, AND STATISTICAL PROCESS CONTROL. .

PREREQUISITES: Principles of Management (MGMT 3310; Business Statistics (BA3370) or equivalent statistics course. 

COURSE OVERVIEW: The Management of Qualtiy course focuses on various subject areas including: the historical roots of quality and the major philosphical developments throughout history; Total Quality Management; the Malcolm Baldrige National Quality Award (MBNQA)and the framework of MBNQA; Customer quality such as customer satisfaction, customer complaint systems, customer survey processes, and customer orientation and benchmarking; qualtiy as it relates to the human resources activities; quality of teams and teamwork; process management; quality leadership; performance measurement, common and special cause variation, and quality control and statistical applications. The course includes the development of various quality tools and techniques such as the Balanced Scorecard, control charts, fishbone diagrams, flowcharting, House of Quality, and other contemporary and important tools for planning and executing quality management systems in an organization. Students will also be required to conduct independent research. Students will not only learn about the quality management subject matter, but will also develop and apply this learning to class exercise, case analyses, and research project(s). This course constitutes a capstone course for students concentrating in the area of Management.

COURSE OBJECTIVES:

Program Goals

Knowledge-Students will understand:

1.     Core Business Discipline

2.     Economic concepts

3.     Financial Statements

4.     Basic Computer knowledge

5.     Social processes, including decision making

6.     Data collection and Interpretation

7.     Interrelationships of issues in Business

8. Ethical Issues

9.  Global issues in Business

Skills:

1.      Develop quantitative skills
2.      Enhance communication skills
3.      Engage in critical thinking and problem solving

COURSE MATERIALS AND SUPPORT:

Required Course Materials:

TEXTBOOKS:  Quality & Performance Excellence: Management, Organization, and Strategy, James R. Evans, 5th ed. Southwestern/Cengage Publisher

Assigned readings from Quality Progress on Moodle

COURSE POLICIES:

Attendance: Students are expected to attend class and actively participate in course activities. Unexcused absences that exceed 3 one-hour classes may result in an automatic administrative withdrawal from the course.

Grade Determination:

Make-Up Work: It is possible to make up work that is missed, provided there is a valid reason for missing an assigned deadline. No assignment will be accepted after 1 week from the due date. Assignments that are turned in late will be reduced by a letter grade. All make-up work must be approved by the course instructor.

+/- Grade System:

 Academic Dishonesty: Academic dishonesty will not be tolerated in this coure. Academic dishonesty is defined as cheating, plagiarism, collusion, or other forms of academic dishonesty. Any student found to have committed academic dishonesty is subject to the conduct sanctions outlined in the Council Fire.

ADA (Americans with Disabilities Act) Compliance:

McMurry University abides by Section 504 of the Rehabilitation Act of 1973, which stipulates that no otherwise qualified student shall be denied the benefits of an education "solely by reason of a handicap". If you have a documented disability that may impact your performance in this class and for which you may be requesting accommodation, you must be registered with and provide documentation of your disability to the Disability Services Office, located in Old Main Room 102. Arrangements will be made for students needing special accommodation.

Cell Phones, Calculators, and other Electronic Devices:

All cell phones, PDAs etc. will be turned off during class time and remain hidden from view. If you are expecting an emergency call, please consult with me. If an electronic device goes off during class period, you will be asked to leave the room. This will constitute an unexcused absence. This policy is in effect in order to maintain a distraction-free and considerate learning environment for all students and the professor. Please arrange your personal lives and schedules so that you can 'disconnect' for a short period of time while attending my classes.

Other Course Policies:

WRITTEN ASSIGNMENTS: All written assignments must follow the rules of effectively written work as outlined in the written assignments link. Written assignments should be saved as a Microsoft Office WORD 2003 or 2007 document file. Poorly written work is unacceptable and reflects on your communication competency. Part of the grade includes effectively written papers. Use of resources available to you are Spellcheck, Grammar Check, and/or a good proof reader; you can find someone in the AEC to assist you in proof reading your papers before submitting them to me. My policy on written assignments is: if I find 5 errors, I stop reading the assignment and grade the assignment at the point of stoppage. Poorly written work can have a serious negative consequence on your overall grade in this course.

MAJOR PROJECTS, REQUIRED ACTIVITIES, AND ASSIGNMENTS:

1. Examinations
2. Case analyses
3. Comparison paper
4. In-class exercises; Quality tools/techniques application exercises
5. in-class mini-cases discussions

WEEK 1: January 11

Getting Started: Discussion of syllabus and course expectations

Lecture:American Society for Quality; Definitions of quality

Some useful websites have been embedded into the syllabus that will enable you to learn more about the topics.

 Research the American Society for Quality: purpose, benefits of membership, certifications-- www.asq.org and www.asq.org/about/divisions 

WEEK 2: January 18

CHAPTER 1: Introduction to Quality and Performance Excellence

Lecture: Management Philosophies on Quality;  Red Bead Experiment (in-class exercise)

Comparison Paper:  Access the Internet and/or libraries for information on the following individuals:  Dr. W. Edwards Deming -- www.deming.eng.clemson.edu ; Dr. Joseph Juran -- www.juran.com, Dr. Philip Crosby -- www.philipcrosby.com, Armand V. Feigenbaum, and Dr. Kaoru Ishikawa.  Research the following information:  1)  biographical data for each person; 2) their particular philosophy of quality; and 3) any articles written by these individuals.  Write a 5-6 page report on your findings, and include in your report a contrast between and among the philosophies (i.e, how the philosophies differ from one another and how they are similar). Due date on the Grade Determination table on the syllabus.

WEEK 3: January 25 

CHAPTER 2: Frameworks for Organizational Quality

Lecture: Total Quality Managemen; Quality Awards and Quality Standards; Malcolm Baldrige Awards Criteria

   
ISO standards: www.iso.org
A useful website for the MBQNA is www.quality.nist.gov

WEEK 4: February 1

CHAPTER 3: Performance Excellence; Competitive Advantage; Strategic Management

WEEK 5: February 8

EXAMINATION #1 (Chapters 1, 2, 3 in the Evans textbook; Moodle linked articles related to chapter material; in-class exercises; discussions, handouts). Refer to Grade Determination for Date.

CHAPTER 4: Quality in Customer-Supplier Relationships

Lecture: Customers and Customer/Supplier Relationships; Collecting and Analyzing Data

WEEK 6: February 15 (continuation of Week 5)

WEEK 7: February 22

CHAPTER 5: Designing Organizations for Performance Excellence

Lecture: Organizational design issues

Case #1: "TQM at Systems Engineering Innovations, Inc. (SEI)"; Due date on the Grade Determination Table.

WEEK 8: March 1

CHAPTER 6: Designing, Controlling, and Improving Organizational Processes

    MARCH 15-19:  SPRING BREAK

WEEKS 9 - 11: March 8; March 22; March 29 

CHAPTER 7: Tools and Techniques for Performance Excellence

EXAMINATION #2 (Chapters 4, 5, and 6 in the Evans textbook; articles posted on Moodle course page relevant to the chapter materials; exercises, discussion, and handouts). Refer to Grade Determination Table for date.

WEEK 12: April 5 (Easter Monday holiday)

CHAPTER 8: Quality Teamwork

Lecture: Teams and Teamwork 
  

WEEK 13: April 12

CHAPTER 9: Engagement, Empowerment, and Motivation

 Case Study #2: "Crouse Fuse Company"

Read article "Integrity in Management"

WEEK 14: April 19

CHAPTER 10: Leadership for Performance Excellence

Lecture: Leadership Role in Quality

WEEK 15: April 26

CHAPTER 11: Performance Excellence and Organizational Change

EXAMINATION #3 (Chapters 7, 8, 9, 10 and 11 in the Evans textbook; articles posted on the Moodle course page; exercises, discussion, and handouts). Refer to Grade Determination Table for date.

WEEK 16:  May 3-7 FINAL EXAMINATION WEEK