IS 628 - Total Quality Management

The purpose of this course is to understand the philosophy, concepts, principles and meaning of Total Quality Management (TQM) and to relate these to the implementation of quality management systems in goods and services industries, education, government and not-for-profit organizations. Topics covered include strategic quality management and planning, quality assurance, internal and external customer service excellence, customer satisfaction, continuous improvement, benchmarking, employee involvement and the use of empowered employee teams, just-in-time practices, and the use of quality tools. The course will focus on the development of a quality vision, quality mission, quality ethics, quality code, quality training program and the use of a five-year strategic quality plan with annual quality programs as a way to implement TQM. A team-based course project is required
Lecture
Credits: 3