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

GRADING:
Element
Class participation
Exams (one or two)
Homework/quizzes

Points
30
20
30

Presentations
Total

20
100

ATTENDANCE/PARTICIPATION: (30 points)

I recommend you come to each class session. I appreciate your presence and
active participation during each class period. Your willingness to share your
personal work experiences and insights enhances course value for all
students.
I require that you make up all missed classes by submission of an additional
professionally prepared case study write up. An oral presentation to the class
will often be a component of the make up assignment.
EXAMS: (20 points) You should expect to take a final exam. I may,
depending upon class progress, offer a midterm exam as well. Whether or
not a midterm exam is given, the point total for one or both exams combined
will be 20 points.
PRESENTATIONS: (20 points) I will ask you to make a number of
presentations over the course of the semester. Their purpose is to cause your
classmates to understand and be able to apply specific subject area concepts
or principles. They are also intended to give you an opportunity to further
improve your oral presentation skills.
HOMEWORK/QUIZZES: (30 points)
I ask you to adhere to the following guidelines:
1) I expect all homework submissions to be typed. I recommend you do all
charts and graphs in MS Excel.
2) Precede every homework answer with a restatement of the homework
question.
3) Show all work. Indicate intermediate steps you took to arrive at each
answer.
You may work in study groups to do homework problems. I have found
discussion within study groups contributes to overall understanding. A
cautionary note, I expect you to do your own cogitating. You should use
your group as a means to help you hurdle specific problem areas, not to
replace your own problem-solving thought process.
Unannounced quizzes on reading assignments and problems will be given
periodically. Quiz points will count toward your "homework/quiz" total.

Try to be at all class meetings. If you miss a class - without pre-excusal - it

may be the class I hand out an unannounced pop quiz or collect
homework. Missed quizzes and late homework earn scores of 0.