REQUIRED TEXT: Sowers, Essentials of Quality, Wiley, c.2011 REFERENCE TEXT: Dale H. Besterfield, et. al.

Total Quality Management, Prentice Hall, 2003.

COURSE DESCRIPTION: "Use of various methods and recent developments of quality control (such as QA/QC, STQM, Six Sigma and DFSS) are covered in detail. Quality in design and planning is stressed as equally important to quality in the completed project and quality in production of goods and services" ...source: 2011-2012 Saint Martins catalog. This course familiarizes students with quality control techniques, quality assurance issues and quality management methods. COURSE OBJECTIVES: Provide an introduction to the fundamental concepts of statistical process control, strategic total quality management, six sigma and the application of these concepts, philosophies, and strategies to issues arising in government and industry. Enhance the students understanding of the complexities of statistical analysis and control-chart interpretation and their work-place application. Provide skills in diagnosing and analyzing problems causing variation in manufacturing and service industry processes. Provide a basic understanding of "widely-used" quality analysis tools and techniques. Create an awareness of the quality management problemsolving techniques currently in use. TEACHING STRATEGY: Material will be presented using a variety of teaching approaches including lectures, in-class exercises, multimedia cases, short videos, web site

exercises, homework, case analysis and presentation, and class discussion of assigned readings. When possible a cooperative, student-centered learning approach will be utilized to enable a high level of student involvement. COURSE TOPICS: Introduction

Quality basics and history Definitions of quality Major contributors to quality Deming Juran Crosby Ishikawa Taguchi Feigenbaum Shewhart

Strategic Quality Management

STQM Dimensions, measures, and metrics Garvin's approach to operationalizing quality dimensions

Designing Quality Into Products and Services

Seven management tools Quality function deployment (QFD) Design for six sigma (DFSS) Robustness Reliability Risk assessment (FMEA and FTA)

Creativity in Quality

Breakthrough improvement Designing the innovative organization

Quality Systems and QS Auditing

Quality management systems ISO9000 Baldridge

Product, Process, and Materials Control

Identification of materials and status Traceability Supplier management

Quality Improvement Tools

Seven quality tools PDSA DMAIC Benchmarking

Metrology, Inspection, Testing

Gauging Precision and accuracy Non-destructive testing

Statistical Process Control

Probability and statistics Variation

Variable Control Charts

x-bar and R-bar charts Moving Average and Moving Range Charts Charts for Individuals Median and Range Charts

Control Charts for Attributes

Non-conforming Non-conformities (defects)

Quality Costs

Quality Cost Measurement Utilizing Quality Costs for Decision-Making

Human Factors in Quality

Barriers to quality improvement efforts Employee involvement