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TOTAL QUALITY MANAGEMENT

2016-2017

IESEG School of Management ( IÉSEG )

Code Cours :

1617-IÉSEG-M1S2-OPS-MA-FI21UE

OPERATIONS MANAGEMENT


Niveau Année de formation Période Langue d'enseignement 
Master1S2English
Professeur(s) responsable(s)D.NEWLANDS
Intervenant(s)David NEWLANDS, Linda ZHANG


Pré requis

Statistics & Probability distributions.

Objectifs du cours

At the end of the course, the student should be able to:
- understand the main philosophical issues of quality management,
- use quantitative models that enable individual companies to operate cohesively as a single business, and
- understand how philosophical and quantitative models enable the company to set up and maintain world class processes.

Contenu du cours

- Introduction to quality, definitions, examples, uses in industry, services and governance
- Process management, yield, opportunity costs of quality,
- Leadership, improvement project philosophies and structures
- Quality control, assurance, precision and accuracy, practical issues (Gage R&R)
- FMEA
- Stakeholder satisfaction
- Statistical Quality Control Tools, methods and examples
- Programs of excellence
- The course covers the main Gurus and 'enforced problem solving methodologies' including DMAIC


Modalités d'enseignement

Organisation du cours

TypeNombre d'heuresRemarques
Face to face
Interactive class16,00  
Independent work
Reference manual 's readings16,00  
Charge de travail globale de l'étudiant32,00  

Méthodes pédagogiques

  • Presentation
  • E-learning
  • Interactive class


Évaluation

Assessment will be based on participation to class discussions, solutions to in class exercises, mini-case presentations, and a final examination.

Type de ContrôleDuréeNombrePondération
Final Exam
Written exam2,00170,00
Continuous assessment
Participation16,00130,00
TOTAL     100,00

Bibliographie

  • Operations Management - Heizer and Render ((Latest Edition) Chapter 5 Design of Goods and Services, Chapter 6 Total Quality Management, Suppliment 6 Statistical Process Control, Chapter 17 Maintenance and Reliability) -

  • Laframboise (2009) The Quality Management Situation - An Introduction, Chapter 22, in The Global Business Handbook: The Eight Dimensions of International Management, by Newlands and Hooper, (2009) Gower. Copies available from IESEG librarian. - -

    -

  • Quality is Free: The Art of Making Quality Certain - Crosby P. (1979- McGraw-Hill Book Company, New York) -

  • Quality Without Tears: The Art of Hassle-Free Management - Crosby P. (1984- McGraw-Hill Book Company, New York) -

  • Out of the Crisis - Deming, W.E. (1986, Press Syndicate, Cambridge UK) -

  • What is Total Quality Control? The Japanese Way - Ishikawa, K. (1985, Prentice Hall, Englewood Cliffs) -

  • Juran's Quality Handbook - Joseph Juran and A. Blanton Godfrey (5th edition, McGraw-Hill Professional Publishing) -

  • Introduction to Off-line Quality Control - Taguchi, G. (1981, Central Japan Quality Control Association, Magaya, Japan) -


Ressources internet



 
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