Singapore University of Social Sciences

Total Quality Management (BUS363)

Synopsis

Total Quality Management (TQM) is an enhancement to the traditional way of doing business. TQM focuses on increasing customer satisfaction along with improving business processes, and uses the goal of customer satisfaction to generate the organisation's strategies.

This course provides students with an understanding of the fundamental principles, concepts and techniques relating to Total Quality Management. This course will first focus on quality concepts and the contributions of various quality gurus to quality management. Next, we will explore the implementation process of TQM and the major quality awards and certifications sought after by organisations in their quest for performance excellence. This will be followed by the management of the Voice of the Customer and the Voice of the Market. We will then explore the different techniques that can be used to design and improve quality in products and services

Level: 3
Credit Units: 5
Presentation Pattern: Every January
E-Learning: ONLINE - Learning is done MAINLY online using interactive study materials in Canvas. Students receive guidance and support from online instructors via discussion forums and emails. This is supplemented with SOME face-to-face sessions. If the course has an exam component, This will be administered on-campus.

Topics

  • Quality Concepts
  • Quality Gurus
  • Total Quality management
  • Quality Awards and Standards
  • Voice of the Customer
  • Voice of the Market
  • QFD
  • FMEA
  • SERVQUAL
  • Service Blueprinting
  • Lean Six Sigma
  • Toolkit for Define Phase
  • Toolkit for Measure Phase
  • Toolkit for Analyse Phase
  • Toolkit for Improve Phase
  • Toolkit for Control Phase

Learning Outcome

  • Demonstrate the use of quality concepts in the workplace.
  • Construct an implementation plan of a Total Quality Management (TQM) programme in the workplace.
  • Examine the importance of managing the Voice of the Customer and Voice of the Market in the workplace.
  • Propose suitable quality techniques to design quality in products and services in the workplace.
  • Evaluate various quality techniques and select suitable techniques to improve quality in products and services in the workplace.
  • Appraise the quality techniques and use them to improve business processes.
  • Develop the essential knowledge and interpersonal skills to work effectively in a team.
  • Show well-developed written proficiency.
  • Practice giving oral presentations in class and on recorded video in areas related to Total Quality Management.
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