In recent years, the issue of quality, both in manufacturing and services, has risen in importance in business management. Total Quality Management, continuous improvement and the endless search for organisational excellence, are prerequisites for success, in the global economy. This course involves the study of concepts relating to total quality and its management, along with world-class manufacturing and supply strategies within the business. The key focus of this module is to enable participants to recognise the cornerstones of understanding and sustaining an effective service through quality and also to understand the concepts of quality management and process improvement. To apply quality improvement on a contingent basis, participants need to understand the foundation that has been laid by leaders in the quality movement, such as W. Edwards Deming, Joseph Juran, Philip Crosby, Kaoru Ishikawa, and others. The aim of this course is to provide students with the knowledge and understanding of quality management and process improvement concepts, which have revolutionised the approach to quality management within the business.
Quality Management and Process Improvement: An Overview
Differing views of quality definition and quality perspective in the value chain.Historical evolution of quality management.Contemporary influences on quality.Product and service quality dimensions and their differences.Linking quality and competitive advantage, and profitability.Define a process and understand the process approach, process-focused practices, and systems approach to management.Importance of continuous improvement and practices.
Foundation of Quality Management
Understanding Deming, Juran, Crosby, Feigenbaum, Ishikawa and Taguchi's quality philosophies and approaches.Foundation of total quality - principles, practices and techniquesQuality Management Systems - International Quality Standards (e.g., ISO9000, ISO14000, Malcolm Baldrige Award).
The Voice of the Customer and the Market
Define the Voice of the CustomerComponents of customer relationship management (CRM) and CRM systems.Gaps analysis to service design and tools for measuring customer satisfaction, requirements and perceived value.Understanding the voice of the market through benchmarking, and benchmarked performance measures.Business process benchmarking, and ethical issues associated with benchmarking.
Process Improvements: Six Sigma Approach
Understanding a process SIPOC and a feedback loop.Six Sigma - its philosophy, set of tools, methodology and metrics.Six Sigma DMAIC Methodology.Benefits of Six Sigma management from organisation and stakeholders’ perspective.Lean Six Sigma - integrating Lean thinking and the Six Sigma approach.
DMAIC Model: Define Phase
Outline how Six Sigma takes a project management approachUnderstand the cost of quality, quality cost classification and Pareto analysisUnderstand the 4 critical steps involved in the define phase of a Six Sigma projectOutline keys to success and pitfalls to avoid in the define phaseProvide a project review of the define phase
DMAIC Model: Measure Phase
Provide an overview of the measure phase and the importance of effective metrics.Describe the steps involved in identifying and selecting process metrics.Outline how developing process maps and value stream mapping can help identify critical to quality (CTQ).Outline critical descriptive statistics to measure and understand a process capability.Understand process capability measurement, and assess process capability indexes.Explain how the application of process capability can help improve an organisation.
DMAIC Model: Analyse Phase
Provide an overview of the analyse phase. Outline 7 quality improvement tools used in this phase.
DMAIC Model: Improve Phase
Provide an overview of the improve phase and outline principles of process improvement.Describe systematic improvement methodologies and evaluate the Deming cycle of Plan, Do, Study, Act (PDSA).Introduce some tools for process improvement such as analysing process maps, Kaizen events, Poka-Yoke (mistake-proofing) and creative thinking.Present checklist for project review in the improve phase.
DMAIC Model: Control Phase
Outline the components of control systems.Examine statistical process control (SPC), SPC metrics and control charts.Understand the rules for examining a control chart and the different patterns in control charts.Identify the typical out-of-control patterns in a control chart.Outline the control chart methodology, and how to construct x-bar and R-charts.Highlight factors to be considered when implementing statistical process control.Outline a project review of the control phase.
This module encourages students to use active learning strategies such as group discussions and problem-solving activities. This module aims to help students understand the different approaches to quality management and process improvement and how they can be applied in the workplace. To help students understand these concepts, various methods are used, such as lectures, videos, case studies, group work, and in-class discussions. The course is designed to facilitate participation, discussion, and analysis.
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