Maricopa Community Colleges  TQM202   19952-20086 
Official Course Description: MCCCD Approval: 07/22/08
TQM202 19952-20086 LEC 3 Credit(s) 3 Period(s)
Introduction to Total Quality
Examines the concepts of quality as they relate to any organization. Focuses on the history, gurus, rationale, and basic principles of total quality management. Recognizes the scope and requirements for a Total Quality development effort.
Prerequisites: None.
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MCCCD Official Course Competencies:
 
TQM202   19952-20086 Introduction to Total Quality
1. Summarize the history, trends, and impacts of the total quality movement. (I)
2. Explain why quality is a critical issue for competitive success. (I)
3. Explain the quality paradigm. (I)
4. Compare and contrast the philosophies and theories of the quality gurus. (I)
5. Define terms such as benchmarking, reengineering, empowerment, partnering, value added, etc. (I)
6. Identify the customer, assessment, and behavioral components of Total Quality Management and the impact these components have on the Total Quality Management process. (II)
7. Describe the strategies for incorporating total quality in an organization. (III)
8. Define the barriers in changing to total quality management. (III)
9. Identify the different types of teams and their roles. (IV)
10. Identify gathering, analyzing, and decision making tools for the quality and continuous improvement processes. (V)
11. Identify the various quality standards and awards. (VI)
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MCCCD Official Course Outline:
 
TQM202   19952-20086 Introduction to Total Quality
    I. History of quality
        A. Overview
          1. Definition and concepts of TQM (Total Quality Management)
          2. Trends and impacts in a competitive environment
          3. The change process and the need for a paradigm shift
          4. Service quality vs. product quality
        B. Quality gurus
        C. Quality terms and definitions
      II. Customer focus
          A. Who is the customer?
          B. What is important to the customer?
          C. Partnering with customers and suppliers
        III. Strategic quality planning
            A. Vision/mission/objectives/goals
            B. Gaining cooperation and commitment
            C. Organization for total involvement
            D. Cost of quality
            E. Overcoming the barriers to implementation
          IV. Total quality culture
              A. Teams
                1. Types of teams
                2. Training and developing teams
              B. Productivity and performance
            V. Quality tools and processes
                A. What is a process?
                B. Data collection and analysis
                C. Quality improvement tools
              VI. Quality standards and awards
                  A. Deming Prize
                  B. Malcolm Baldrige Award
                  C. Pioneer Award
                  D. Arizona Governor's Award
                  E. ISO 9000
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