MGT702 Ud

COLLEGE OF BUSINESS, HOSPITALITY AND TOURISM STUDIES
SCHOOL OF MANAGEMENT & INFORMATION SYSTEM
DEPARTMENT OF MANAGEMENT, IR & OHS
MGT702 16 Credit Points Total Quality Management Trimester 1 2012
UNIT COORDINATOR: TBA

CONTRIBUTING LECTURERS: TBA
TUTORS: N/A
LECTURES: TBA (on FNU Homepage)

LABS: TBA (in class in week 1)
CONSULTATION TIME: Walk-in: TBA (in class in week1)

Or through appointment with the Dept secretary
PREREQUISITE: Any Level 6 MGT unit OR equivalent
E-INFORMATION: All pertinent information relating to the unit shall be posted on

Moodle and Class share. Students are required to check their
emails regularly for communication from the lecturer. Check the
announcements on the Moodle or/and class share.
TOTAL LEARNING HOURS:
Contact Hours 72
Lectures 48
Tutorials (using labs) 24
Self Directed Learning (during term) hours 96
Self Directed Learning (Mid-Term Break) hours 24
Self Directed Learning (Study & Exam Weeks) hours 48
Total Learning Hours 240
1
1.0 Welcome
I welcome you to this Unit and hope that you will find it enriching and interesting. This unit is to
socialize the student to Total Quality Management, the philosophy underlying the management
of progressive organizations in the world, and make Him and Her conversant in its basic
principles and methods.
2.0 Unit Description
This course introduces students to an overview of Total Quality Management (TQM) practices at
the workplace, in public and the society. It is a management approach to long-term success
through employee participation and collaboration that leads to customer satisfaction. In a TQM
effort, all members of an organization participate in improving processes, products, services and
the culture in which they work. The methods for implementing this approach come from the
teachings of such quality leaders as Philip B. Crosby, W. Edwards Deming, Armand V.
Feigenbaum, Kaoru Ishikawa, Taguchi, and Joseph M. Juran. A core concept in implementing
TQM is Demings 14 points, a set of management practices to help companies increase their
quality and productivity
3. 0 Learning Outcomes
On successful completion of this unit, students will be able to:
1. Analyze and apply the overview of TQM, evolution and its history, the contributors to
TQM and their philosophies The notion of Quality and Quality Management and the
origins of the consensus which drive those ideas.
2. Evaluate the importance of quality delivery to consumers, understanding consumer
tactics and quality function deployment.
3. Diagnose the scientific methods of obtaining continuous improvement, evaluate the
basic quantitative tools, control charts and other statistical process.
4. Formulate the seven steps of continuous improvement needed in an organization, and
the TQM best practices and benchmarking.
5. Compare and contrast the similarities and differences of employee involvement, the
techniques adoption, a model for organizational design, rewards and incentives and
etc.
6. Compare and contrast with others that failed and those who are succeeding landmark
on the TQM path.
4.0 Unit Content and Reading References
Topic 1: TOTAL QUALITY MANAGEMENT. ITS ESSENTIAL IDEAS.
Lecture Hrs:4 Tutorial/Workshop Hrs: 2 SDL Hrs: 28
LEARNING OUTCOME:
The students should be able to analyze the overview of TQM, evolution and its history, the
contributors to TQM and their philosophies
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PERFORMANCE CRITERIA:
1.1 Analyze the changing way organizations are managed.

1.2 Analyze the evolution of TQM as management theory.
1.3 Evaluate the overview of principal TQM elements.
1.4 Analyze the main contributors and their contributions.
1.5 Evaluate the sources of consensus driving TQM.
1.6 Evaluate the cost of quality management initiatives.
Reading Resource Materials

1. Lecture Notes
2. Rao, A., L.P. Carr, I.Dambolena, R.J. Kopp, J.Martin, F. Rafii and P.F. Schlesinger,
(1996)Total Quality Management: A cross Functional Perspective, John Wily & Sons
3. Pandaram, Dr Atishwar (2007), Total Quality Management, John Wiley & Sons Australia
Ltd.
4. Magazines and Journals
5. Business news, daily and weekly paper
6. The Review
7. Business Week : Island News, Monthly Publication
8. Fiji Times & Fiji Sun
SDL Activities
Study lecture notes 40 slides x 3 2 hrs Reading book chapter 4 hrs
mins 40 pages x 6 mins
Tutorial preparation 2 hrs Prep Mid Term & Final Exam 60 hrs/6 6 hrs
Study journal articles 40 pp x 12 8 hrs Reading newspapers, 1 hr
mins business magazines, watching
TV news
Research 20hrs/6 3 hrs Group discussions 1hr
Assignment/Project
Searching internet 1 hr
Total Self Directed Learning = 28 Hours
Topic 2: ESTABLISHING A CUSTOMER FOCUS IN THE ORGANIZATION.
Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 28
LEARNING OUTCOME:
The student should be able to analyze the importance of quality delivery to consumers,
understanding consumer tactics and quality function deployment.
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2.1 Listen and evaluate the voice of consumer.
2.2 Analyze consumer centered tactics.
2.3 Evaluate consumer perceptions.
2.4 Evaluate the quality as defined by customer/client.

1. Lecture Notes
Ltd.
6. The Review
SDL Activities
TV news
Assignment/Project
Topic 3: UNDERSTANDING AND CONTROLLING VARIATION IN THE SYSTEM
LEARNING OUTCOME:
The student should be able to analyze the scientific methods of obtaining continuous
improvement, evaluate the basic quantitative tools, control charts and other statistical process.
3.1 Analyze scientific methods to obtain continuous improvement.

3.2 Evaluate strategies for reducing variation.
3.3 Apply basic quantitative tools (tabular and graphic presentation of data).
3.4 Analyze statistical process control.
3.5 Analyze controls charts.
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1. Lecture Notes
Ltd.
6. The Review
SDL Activities
TV news
Assignment/Project
Topic 4: CREATING AND ORGANIZATIONAL ENVIRONMENT FOR CONTINUOUS
LEARNING OUTCOME:
The student should be able to analyze the seven steps of continuous improvement needed in an
organization, and the TQM best practices and benchmarking.
4.1 Compare joiners seven steps for continuous improvement.

4.2 Apply requisites for initiating change.
4.3 Evaluate implementation of fundamental change in an organization.
4.4 Evaluate implementation of TQM as an aspect of fundamental change.
4.5 Apply best practices and benchmarking.

1. Lecture Notes
Ltd.
5
6. The Review
SDL Activities
TV news
Assignment/Project
Topic 5: EMPLOYEE PRACTICES IN A TQM ORGANIZATION
LEARNING OUTCOME:
The student should be able to compare the similarities and differences of employee
involvement, the techniques adoption, a model for organizational design, rewards and incentives
and etc.
5.1 Critically analyze how to obtain total participation.

5.2 Analyze the techniques adopted for TQM.
5.3 Evaluate a model for organizational design.
5.4 Apply a TQM based appraisal and reward system.

1. Lecture Notes
Ltd.
6. The Review
6
SDL Activities
TV news
Assignment/Project
Topic 6: LANDMARKS ON THE TQM ROAD
LEARNING OUTCOME:
The student should be able to compare with others that failed and those who are succeeding
landmark on the TQM path.
6.1 Analyze reasons why people fail to apply TQM practices.

6.2 Evaluate the impacts or factors that influence on the failure and the success of TQM.
6.3 Generate support for TQM

1. Lecture Notes
Ltd.
6. The Review
SDL Activities
7
TV news
Assignment/Project
5.0 Resources
The recommended texts are:
(1996)Total Quality Management: A cross Functional Perspective, John Wily &
Sons
2. Students must also read the listed readings after every topic.
Supplementary
2. Pandaram, Dr Atishwar (2007), Total Quality Management, John Wiley & Sons Australia Ltd.
5. The Review
6. Business Week: Island News, Monthly Publication
6.0 Assessment
6.1 Grades
(a) The overall mark for the unit depends on performance during the trimester (60%) and
performance in the final examination (40%).
In Class Assessment
Assignment/Case Study 15%

Mid-Semester Test 10%
Quiz 10%
Project 20%
Participation 5%
Total Coursework 60%
FINAL EXAMINATION 40%
(b) In order to pass the unit, that is, to obtain a grade of C or better, it is necessary to score
at least 40% (i.e. 20/50) in the final examination. It is highly recommended that students
attend all tutorials/labs/workshops.
6.2 Letter Grade Scale
8
The following grading scales would be used:
6.1 Grade Marks GPA
A+ 90-100 4.33-5.00 High Distinction
A 85-89 4.00-4.27 Distinction
A- 80-84 3.73-3.93 Distinction
B+ 75-79 3.33-3.60 High Credit
B 70-74 3.00-3.27 Credit
B- 65-69 2.67-2.93 Credit
C+ 60-64 2.33-2.60 Pass
C 55-59 2.00-2.27 Pass
C- 50-54 1.67-1.93 Pass
D+ 45-49 1.33-1.60 Fail
D 40-44 1.00-1.27 Fail
D- 35-39 0.67-0.93 Fail
E Below 35 0-0.60 Fail
DNQ Did Not Qualify; student received over 50% of total 0 Fail
marks but did not meet other specified conditions
for a pass
W Withdrawn from Unit 0
CT Credit Transfer 0 Cross credit (CT)
NV Null & Void for Dishonest practice 0
I Result withheld/Incomplete assessment 0
X Continuing course 0
DNC Did Not Complete 0
CP Compassionate Pass 0
Aeg Aegrotat Pass 0
PT Pass Terminating 0
P Pass 0
NP Not Passed 0
7.0 Programme Regulations and Dissatisfaction with Assessment
The academic conduct of the students is governed by the University Academic and Students
Regulation (UASR). All students must obtain a copy of the UASR from the FNU academic office
and familiarize themselves with all academic matters.
Should a student be dissatisfied with either the internal or external assessment, they can take
the following steps to get redress of their grievance.
Internal Assessment: The student can refer the work back to the unit coordinator for checking
and reassessment. Following this reassessment, if the student is still dissatisfied, the student
may refer the work to the HOD. The HOD will then appoint another lecturer to examine the work
and result will then stand.
Final Exam: The student can apply for re-check of the grade as per the procedures laid down in
the UASR.
8.0Plagiarism and Dishonest Practice Regulation
9
Plagiarism and dishonest practices are serious offences for which offenders shall be penalized.
Students must read the relevant section of UASR to understand the various types of cases
defined as dishonest practices in academic work and to also know the penalties associated with
these kinds of practices.
9. Final Examination Scripts
9.1. A student may obtain a copy of his/her assessed final exam script(s), and all other
written materials submitted for assessment in a unit, upon application on the
prescribed form and upon the payment of the prescribed administration fee(s).
9.2. A student may view online marking guide for in the final exam paper.
9.3. No access to exam scripts shall be permitted after 12 months of the release of results
for any unit.
10. Reconsideration of Assessment and Unit Grades, and Appeals
10.1. A student may apply for reconsideration of the final (end-point) assessment.
10.2. Applications for reconsideration shall be made only after a student has viewed his/her
exam script and the marking guide under the provisions of s14 above, and remains
unsatisfied with the results obtained. The application for reconsideration shall specify
the question(s) which he/she is seeking a reconsideration of, and the basis for this.
10.3. Applications for reconsideration shall be made within five days of the result being
released if the student wishes to pursue a course to which the course(s) under
reconsideration is a prerequisite, or 21 days of the date of release of the results
otherwise. Applications need to be made by lodging a duly completed
Reconsideration of Assessment form, together with the necessary fees for the
reconsideration, to the Academic Office, which shall submit the application to the
respective Dean.
10.4. The Dean or the Head of the Academic Section authorized by the Dean to deal with
applications for reconsideration of grades shall cause the reconsideration to be done
expeditiously and independently.
10.5. Reconsideration of unit grades shall comprise
10.5.1.a careful check that the referred to examination question and part-question was
read by the examiner and given an appropriate mark;
10.5.2.a careful remarking of the question(s) being asked for reconsideration;
10.5.3.a careful check that the total examination mark has been accurately transposed
within the proportions (% coursework vs. % final examination) previously
established by the examiner;
10.5.4.a careful computation of all the marks awarded for the coursework; and
10.5.5.a careful check that the coursework mark has been accurately transposed within
the proportions previously established by the examiner.
10.6. The application shall be considered and a decision communicated to the Academic
Office within five working days of the receipt of the application for reconsideration
from the Academic Office if the course under reconsideration is a prerequisite to a
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course that the student is required to undertake in the term immediately following to
complete his/her Programme, or within ten working days otherwise.
10.7. The outcome of the reconsideration shall be communicated to the student by the
Academic Office within two days of the receipt of the report from the Dean.
10.8. If the student is dissatisfied with the outcome of the application, the student may
apply to the College Academic Appeals Committee for reconsideration of the
grade/result. Appeals shall be made within five working days of the date of the
notification of the outcome of the application for reconsideration. Applications shall
be made by lodging a duly completed form prescribed for this purpose to the
Academic Office, which then shall be sent by the Academic Office to the College
Appeals Committee within one working day of its receipt. The Appeals Committee
shall cause a careful reconsideration of the documents as listed in s15.5 above, as
well as cause to be carried out a careful examination of all or a sample of other
scripts (with such sample determined by a specified process by the Academic Office)
for the unit to ensure consistency of marking and assessment.
10.9. The College Academic Appeals Committee shall advise the Academic Office of the
outcome of the appeal within five working days from the date of the receipt of the
application from the Academic Office if the course is a prerequisite to a course that
the student would need to do in the term immediately following to complete a
programme or within 15 working days otherwise. The Academic Office shall advise
the student within 24 hours by email or phone.
10.10. A grade may be unchanged, raised or lowered following reconsideration under this
section.
10.11. A student who is dissatisfied with the award of the College Academic Appeals
Committee may appeal further to the Students Appeals Committee for
reconsideration of the decision of the College Academic Appeals Committee. This
appeal must be lodged within two working days from the date of the notification if
the course under reconsideration is a prerequisite to a course that the student is
required to undertake in the term immediately following to complete his/her
Programme or within ten working days otherwise.
10.12. Appeals against the decision of the College Academic Appeals Committee shall be
made by lodging the prescribed application form [Appeal: Reconsideration of
Assessment] to the Academic Office.
10.13. The Students Appeals Committee shall advice the Academic Office of the outcome of
the appeal within five working days of the date of the lodgement of the appeal if the
appeal concerns a prerequisite to another unit that the student needs to do in the
term immediately following to complete the programme, or 20 working days
otherwise.
10.14. A student may be given provisional admission into a unit if the unit whose grade is
under reconsideration or is under appeal is a prerequisite. The admission would be
confirmed if the students application succeeds. If the application fails, the student
shall be deregistered from the unit, with no loss of fee paid for the unit.
10.15. Any and all fee paid for reconsideration of a unit grade , including the fees to get a
copy of the script and to view the marking guide, shall be refunded to the candidate,
if, as a result of the reconsideration or appeals, the grade for the unit is raised.
10.16. The decision of the Students Appeals Committee shall be final.
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COLLEGE OF BUSINESS, HOSPITALITY AND TOURISM STUDIES

SCHOOL OF MANAGEMENT & INFORMATION SYSTEM

DEPARTMENT OF MANAGEMENT, IR & OHS

MGT702 16 Credit Points Total Quality Management Trimester 1 2012

UNIT COORDINATOR: TBA

LECTURES: TBA (on FNU Homepage)

CONSULTATION TIME: Walk-in: TBA (in class in week1)

PREREQUISITE: Any Level 6 MGT unit OR equivalent

E-INFORMATION: All pertinent information relating to the unit shall be posted on

TOTAL LEARNING HOURS:

2.0 Unit Description

On successful completion of this unit, students will be able to:

Topic 1: TOTAL QUALITY MANAGEMENT. ITS ESSENTIAL IDEAS.

Lecture Hrs:4 Tutorial/Workshop Hrs: 2 SDL Hrs: 28

1.1 Analyze the changing way organizations are managed.

Reading Resource Materials

Topic 2: ESTABLISHING A CUSTOMER FOCUS IN THE ORGANIZATION.

Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 28

Reading Resource Materials

Topic 3: UNDERSTANDING AND CONTROLLING VARIATION IN THE SYSTEM

Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 28

3.1 Analyze scientific methods to obtain continuous improvement.

Topic 4: CREATING AND ORGANIZATIONAL ENVIRONMENT FOR CONTINUOUS

Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 28

4.1 Compare joiners seven steps for continuous improvement.

Reading Resource Materials

Topic 5: EMPLOYEE PRACTICES IN A TQM ORGANIZATION

Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 28

5.1 Critically analyze how to obtain total participation.

Reading Resource Materials

Topic 6: LANDMARKS ON THE TQM ROAD

Lecture Hrs: 4 Tutorial/Workshop Hrs: 2 SDL Hrs: 28

6.1 Analyze reasons why people fail to apply TQM practices.

Reading Resource Materials

The recommended texts are:

Assignment/Case Study 15%

6.2 Letter Grade Scale

7.0 Programme Regulations and Dissatisfaction with Assessment

8.0Plagiarism and Dishonest Practice Regulation

9. Final Examination Scripts

10. Reconsideration of Assessment and Unit Grades, and Appeals

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