This course introduces participants to the fundamental principles of Quality Management.
It is designed to explain what Quality is or is not, its relevance to an organization in the current socio- economic environment, its contribution to the success of the firm, its impact or relationship to the bottom-line of the firm, and how should it be managed. Additionally, the course is structured to increase participants’ knowledge of critical quality systems and principles, well-known quality tools and techniques and is designed as a very interactive process. Importantly, the course will raise participants’ awareness concerning the work of the major contributors, such as Juran and Deming, to the development of the Quality Management. The ISO 9000 Quality Management System (QMS) standard requirements; Malcolm Baldrige Awards and Deming Prize criteria; Six Sigma and DMAIC approaches; Just-in-time management and continuous improvement; and intense customers focus, represent important concepts, tools and techniques of Quality Management with which the modern management student must develop competencies. Practical advice on the introduction of a quality system into an organization and its adoption is shared and covered.

After successfully completing this course, students should be able to:

• Explain how quality is managed through the supply chain with specific focus on supplier relationship management and customer relationship management.
• Examine the Baldridge Award criteria, ISO 9000 QMS requirements, within the context of the value these systems contribute to organization effectiveness.
• Identify key characteristics for management’s role and responsibility for QM in different types of organization.
• Identify the statistical tools and their application to problem solving and quality improvement;
• Apply various tools and techniques to a real life QM project.