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IESEG School of Management ( IÉSEG )

Code Cours :



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

Pré requis

Statistics & Probability distributions.

Objectifs du cours

- understand the main philosophical issues of quality management,
- use the role of quantitative models that enable individual companies to operate cohesively as a single business, and
- understand 'rubbish in-rubbish out' and the need for precise measurement
- 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)
- Stakeholder satisfaction
- Statistical Quality Control Tools, methods and examples
- Programs of excellence

Modalités d'enseignement

Organisation du cours

TypeNombre d'heuresRemarques
Face to face
Interactive class16,00  
Independent work
Reference manual 's readings16,00  
Independent study
Group Project16,00  
Charge de travail globale de l'étudiant48,00  

Méthodes pédagogiques

  • Presentation
  • E-learning
  • Research
  • Seminar
  • Project work
  • Interactive class
  • Case study
  • Coaching


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 exam2,00130,00
Continuous assessment
Group Project0,00140,00
TOTAL     100,00


  • 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

* Informations non contractuelles et pouvant être soumises à modification
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