Syllabus for Quality Management

Learning outcomes

After completing the course, students should be able to:

• define the concepts of customer, quality and process in industrial companies and other organisations
• describe the historical development of the concept of quality
• apply the process perspective, for example using flow charts and block models
• carry out basic process analyses
• give an account of the main values, working methods and tools used in quality technology
• apply the most common working methods in quality technology and quality tools to industrial companies and other organisations
• analyse and give an account of different types of variation and normally distributed quantitative results of processes using basic statistical tools
• describe how the concepts of quality technology, leadership, quality and improvement relate to one another and can support sustainable development
• diagnose the present situation in processes using relevant measures
• apply the process view to different types of processes by establishing basic process management
• apply the quality award method by analysing selected parts of a description of activities based on a model for customer centered and sustainable business development.
• give an accout of working methods and tools for customer measurements and follow-up of customer satisfaction.

Content

Component 1: Quality technology (5 credits)

Definitions of quality and quality perspectives. Continuous improvement. The history of quality management -- from its origin in industrial activities to other organisations. The cornerstones of proactive quality management. Processes and the process perspective. Different working methods and tools for quality management, such as the seven quality tools, the seven management tools and risk analysis. Basic statistical concepts such as mean, median, variation range and standard deviation. Systematic and random variation. Analyses of normally distributed data using capability and control chart calculations. Normal plot paper and normal distribution table. Customer surveys. Computer-based aids for analysing quantitative data. How leadership, quality and improvement relate to one another and can support sustainable development.

Component 2: Process-based organisational development (3 credits)

Process interaction for description of organisational present and for identification of possibilities for improvement. Measures and measuring points. Advantages and disadvantages of the process view. Description and analysis of processes at operational and organisational level for an industrial company. Process-based organisational development,

Component 3: Models for customer centered and sustainable business development (2 credits)

Models for customer centered business development. The quality award method, dimensions for assessment, basic values, criteria, assessment of description of activities, consensus methodology, feedback report. Stakeholder analysis. Sustainability perspective. Work methods and tools for customer measurements. Measurement and follow-up of customer satisfaction.

Instruction

Lectures, laboratory sessions, exercises, case studies and report writing.

Assessment

Component 1: Written examination (3 credits). Written assignment (1 credit). Laboratory sessions (1 credit).

Component 2: Written examination (1 credit). Case studies and written assignment (2 credits).

Component 3: Case studies and written assignments (2 credit).

If there are special reasons for doing so, an examiner may make an exception from the method of assessment indicated and allow a student to be assessed by another method. An example of special reasons might be a certificate regarding targeted pedagogical support from the University's disability coordinator.

Other directives

The course cannot be included in a degree together with 1TG231 Introduction to Quality Technology or 1TG232 Quality Development.