ADM 510 : QUALITY MANAGEMENT

COURSE DESCRIPTION FOR E-PJJ

1. Lectures and Tutorials

Lectures and tutorial will be held two hours each, every week. Students are
expected to attend lectures and tutorials. The university ruling on 80%
attendance must be observed. Students are encouraged to participate during
lectures/tutorials by asking question, give comments, opinions and equally
responsible that the class will be interactive and informative hours.

2. Course Evaluation and Assessment

a. Mid Term Test 15 %
b. Field Research Assignment 15 %
c. Article Review 10 %
d. Final examination 60 %

The breakdown of the course evaluation and assessment are as follows:

a. The midterm examination/test (15 marks)

The midterm examination/ test consist of two parts. Part 1 consists of 2 long
essay questions and students are required to choose 1 question which brings a
total of 20 marks. Part 2 consist of 6 short essay questions, and students are
required to answer all questions, which bring to a total of 30 marks. The
combination of part 1 and part 2 marks will be divided to a weightage of 15 % to
the final mark.
 b. Field Research Assignment (15 marks)

Students will create will select an organization, company, foundation (profit or

non profit) that falls under the category below:

i. Restaurant/café/fast food outlet

ii. Hotel/ B&B/ Lodge/ Inn/ Hostel
iii. Retail/wholesale shop
iv. Public sector/NGO’s
v. Any manufacturing or service organization approved by the
Lecturers/ Tutor

They need to do a field research, which mean they need to approach the
organization and study/make research (by using interview method only) on either
one of these topics

• Quality Practices in the organization

• The practice of Customer-supplier relationship (CRM)
• Gathering Customer Information
• Understand customer needs
• Creating effective counter services
• The management of ISO9000 (or any related TQM Model)
• Business performance measures and indicators (using the
Malcolm Baldrige Criteria)

Scope of work
The written assignment in this field research shall include the following aspects:
• Introduction / Background / Objectives
• Body of Contents / Findings
• SWOT analysis of the organization
• Analysis of data and findings
• Conclusion and recommendations.

Submission
Submission of the completed research paper with proper format and proper citations,
notes and bibliography, must be submitted before the FIFTH SEMINAR with the
following format in HARD COPY format ONLY. Note that PLAGIARISM is strictly
prohibited

• Properly bind on consisting of content, written work, citation notes, and

bibliography
• Graph, Table and appendixes properly named.
• 8-10 pages
• Arial/11, or Times new Roman/12
• 1.5 spacing
 c. Individual Article Review (10 marks)

Each Student is also required to do an Article review as an individual works.

Student must find an article in a printed magazine, newspaper, or journal.

Scope of work
The individual article review assignment shall include the following aspects:
• Introduction / Background / Objectives
• Central discussion of the article
• Subject covered by the author (must be associated with the topic in the
course)
• Personal views and comment about the article

Contents and requirement and marking provided in the Individual Article Review
Assignment Assessment Form.

Submission
Submission of the complete article review with proper format and proper citations, notes
and bibliography, if any, must be submitted by 3rd seminar (hardcopy) ONLY, with the
following format

• Properly bind on consisting of content, written work, citation notes, and

bibliography
• Graph, Table and appendixes properly named.
• 3-5 pages
• Arial/11, or Times new Roman/12
• 1.5 spacing

d. Late submission policy

Students need to submit the assignments and article review given on time, or even
earlier than the stipulated time. Late submission will render deduction of marks.

e. Final examination 60 %

The final examination/ test consists 6 long essay questions and students are
required to choose 4 questions which brings a total of 100 marks. The marks will
then be divided to a weightage of 60 % to the final mark.
 UNIVERSITI TEKNOLOGI MARA
MALAYSIA

Faculty: Administrative Sciences and Policy Studies

Program: Bachelor of Administrative Science
Course Code: ADM 510
Course Title: Quality Management
Credit Hrs: 3
Lecturer: Radduan Yusof (RP)
Saidah Hamizah Ahmad (LF, SF)

SYNOPSIS

This course will provide the student with the comprehensive views of quality management
processes and issues, with particular attention to quality issues in the government. It shall also
focus on the definition, design, establishment, and control, measurement, costing of quality and
identifying tools for quality improvements. It will also touch on the three main pillars of TQM and
the approaches of implementing TQM.

OBJECTIVE

At the end of the course, students shall be able to demonstrate a well founded view of TQM and
acquire the knowledge and skills to manage the TQM programs/agenda.

METHODS

The course will be conducted primarily by classroom lectures and discussion of cases.
Student’s participation is encouraged. Group works will be assigned to students.

EVALUATIONS

15% Mid-term Exam

10% Article Review (individual)
15% Field Research (Individual)
60% Final Exam

EXAMINATION STRUCTURE

Six (6) essay questions will be asked. Answer four (4) only.
LESSON PLAN / Scheme of Work

FIRST SEMINAR

Lesson 1
1.1 Brief History of Quality Movement
1.2 Quality Control Era
1.3 Quality Assurance
1.4 Total Quality Management (TQM)
1.5 Differences between traditional quality and total quality perspectives
1.6 Key elements of total quality

Lesson 2 TQ in organization
2.1 Definition of quality- 5 Quality perspectives
2.2 Principles of TQM
2.3 The scope of quality – Infrastructure, practices and tools
2.3.1 Leadership (leading Practice)
2.3.2 Process Management (leading Practice)
2.4 Three Levels of quality
2.5 The strategic role of Quality
2.6 Quality and system thinking
2.7 Quality in services/ manufacturing
2.8 Philosophies:
 W. Edwards Deming
 Joseph M. Juran
 Philip B. Crosby
 Armand V. Feigenbaum
 Kaoru Ishikawa
 Genichi Taguchi

SECOND SEMINAR

Lesson 3 Creating Customer Orientation

3.1 Customer driven quality
3.1.1 Identifying customers
Internal and External Customers
3.1.2 Creating satisfied customers
Customer-driven quality cycle
3.2 Understanding customer needs
3.3 Gathering Customer information
3.4 Measuring customer satisfaction
3.5 Customer-oriented practices
3.6 Customer satisfaction and loyalty

Lesson 4 Researching Customer needs

4.1 Value of information
4.2 Qualitative and quantitative data
 External and internal resources
4.3 Information dissemination
4.4 Customer Relationship Management

Lesson 5 Designing Counter Services

5.1 Moments of truth
5.2 Counter services concept
5.3 7P’s of service counter

THIRD SEMINAR

Lesson 6 Designing Quality

6.1 Tools for designing Quality
 For products –QFD, House of Quality and Concept Engineering
 For services –GAPS Model

Lesson 7 ISO 9001: Developing and documenting Quality System

7.1 Objectives
7.2 Structure / documents
7.3 Principles
7.4 Benefits
7.5 The impact of ISO towards QMS
7.6 Implementation and registration
7.7 Barriers of implementation and registration

Lesson 8 Measuring Quality

8.1 Measures and indicators
8.2 Strategic value of information (reasons)
8.3 Benefits of good data and information
8.4 Information and 3 levels of quality
8.5 The scope of performance measurement
8.6 Leading practices of performance measurement

FOURTH SEMINAR : MID TERM TEST

Lesson 9 Costing Quality

9.1 Definition
9.2 Objective
9.3 Classification
9.4 Steps to measure COQ
9.5 COQ in service and manufacturing organization

Lesson 10 Tools for improving Quality

10.1 PDSA
10.2 Kaizen

FIFTH SEMINAR
10.3 Benchmarking
10.4 Seven Quality Control (QC) Tools

Lesson 11 TQM models and their criteria

11.1 Purposes
11.2 Criteria
11.3 Criteria evolution
11.4 MBQA Evaluation process
11.5 Other awards

Lesson 12 Information Technology and Quality

12.1 Delivery, design and measurement
12.2 Re-engineering Quality
12.3 E-business

Lesson 13 Quality in Government

13.1 Public as customer
13.2 Quality in Education
13.3 Quality in Health
13.4 Monopoly and customer satisfaction
13.5 Client Charter

Lesson 14 Topical issues in Quality Management

14.1 Learning organization
14.2 TQ organization

REQUIRED TEXTS:

1. James R. Evans and William M. Lindsay.The management and Control of quality, 6 th

edition,

2. Saidah Hamizah, Radduan Yusof and Jeniwaty Mohd Jody (2009). Quality
Management. Shah Alam: UiTM

RECOMMENDED TEXTS:

1. Quality Management for Organizational Excellence,: Introduction to Total Quality:

International Edition. 6th edition. David L Goetsch and Stanley B. Davis.

3. Quality Management (Introduction to Total Quality Management for Production,

Processing and Services). 4th edition. David L Goetsch and Stanley B. Davis.
 1) RUBRIC FOR ARTICLE REVIEW

3 2 1 0

Main points of the article Some main points are Most main points are No summary
are summarized summarized not addressed provided
accurately and thoroughly Summary contains a Summary contains
Summary contains few few inaccuracies or many inaccuracies
sentences pulled omissions Summary contains
Summary (3) verbatim from the article Many sentences are many sentences pulled
and expansion is evident. pulled verbatim from verbatim from the
Summary is organized in the article without article with not
a logical way expansion expansion
Summary shows some Summary lacks any
degree of organization organization
4 3 1 0

Opinions are stated Opinion(s) present but Opinion does not No

Personal clearly not clearly stated make sense addressed
reflections (4) Responses demonstrate Some responses show Responses show no
a high degree of a limited degree of reflection
reflection reflection
2 1 0

Neat, legible, no Some errors in Many errors in

grammar, spelling, or grammar, spelling, or grammar, spelling, or
usage errors usage usage
Reference and citation is Reference citation is No reference (s) and
Documentation/ provided using correct provided but not in citation (s) are given
Appearance (2) APA style APA format
Copy of the article is Copy of the article is
provided not provided

3 2 1 0

Presentation is given in a Presentation is Presentation is given Presentation

clear manner and all
points of article are
covered
Presentation (3) Materials for presentation
are used for clarity
Questions by class/
instructor addressed with
understanding
somewhat clear or in an unclear manner not given
some points of article and it is unclear what
are not covered the points of the article
No materials are used are
for clarity No materials were
Questions by class/ used for presentation
instructor addressed Questions by class/
with limited instructor were
understanding addressed poorly or
not at all.
 2) RUBRIC FOR FIELD RESEARCH ASSIGNMENT

Poor Fair-Good Very Good-Excellent

Criterion
(0 - 4 points) (5 - 7 points) (8 – 10 points )
Content & Poor Fair-Good Very Good-Excellent
Development - Content is incomplete. - - Content is not - Content is comprehensive,
50 % Major points are not clear and comprehensive and /or accurate, and persuasive. -
/or persuasive. persuasive. - Major points Major points are stated clearly
are addressed, but not well and are well supported. -
supported. - Content is Content and purpose of the
inconsistent with regard to writing are clear.
purpose and clarity of
thought.

Organization & Poor Fair-Good Very Good-Excellent

Structure - Organization and structure - Structure of the paper is - Structure of the paper is clear
20 % detract from the content. - not easy to follow. - and easy to follow. -Flow of
Paper is disjointed and lack Paragraph transitions need ideas fluid and logical.
transition of thoughts. improvement.

Format, Punctuation & Poor Fair-Good Very Good-Excellent

Spelling - Paper lacks many elements - Paper follows most - Paper follows designated
10 % of correct formattting. guidelines. - Paper is over/ guidelines. - Paper is the
-Frequent errors in under word length. appropriate length as
spelling/accentuation or -Occasional faults in described for the assignment.
punctuation. - Paper is spelling/accentuation or -Very few or no faults with
inadequate/excessive in punctuation. - Paper respect to
length. contains few grammatical spelling/accentuation or
- Paper contains numerous errors. - Vocabulary very punctuation.
grammatical errors. - English limited. - Rules of grammar and usage
interference frequent. are followed. - Language is
clear and precise; sentences
display consistently strong,
varied structure.

Citation and Poor Fair-Good Very Good-Excellent

Referencing -Depends on cliches or over - Begins to offer reasons to - Uses evidence appropriately
20% generalizations for support, or support its points, perhaps and
offers little evidence of any using varied kinds of effectively, providing sufficient
kind. evidence. Begins to interpret evidence and explanation to
May be personal narrative the evidence and explain convince.
rather connections between
than essay, or summary evidence and main ideas. Its
rather than examples bear some
analysis. relevance.