DEPARTMENT OF BUSINESS ADMINISTRATION

SYLLABUS for OSC 324- QUALITY AND CONTINUOUS IMPROVEMENT

SPRING QUARTER 2005 - (320-530 !"# T$ % T&'

PERSONAL INFORMATION
PROFESSOR Bill Turnquist
OFFICE Shaw-Smyser 312
OFFICE (OURS 1-3 pm, Tu & Th; 810 am, W (r !y appintment"
P(ONE #$$i%e - &0'-'(3-3121
)me - &0'-32(-&**+ (,ri--n--%all !etween 7 am - 7 pm only, please."
/ell - &0'-&''-012+
FA) #$$i%e - &0'-'(3-28+&
)me - &0'-323-0(31
E-MAIL #$$i%e - turnquis0%wu1e2u
)me - turnquist!0mni%ast1net
*EBSITE www1%wu1e2u34turnquis
COURSE DESCRIPTION
OSC 324+ Q$,-./0 ,12 Co1/.1$o$3 I"!ro45"51/ (5'+ 5rerequisite, #S/ 323 r permissin $
instru%tr1 6e7elpment an2 2eplyment $ quality mana8ement an2 %ntinuus impr7ement pra%ti%es1
9ualitati7e, analyti%al, an2 statisti%al meth2s whi%h inte8rate mana8erial, te%hni%al, !eha7iral an2
e%nmi% perspe%ti7es1
COURSE OB6ECTIVES
By the en2 $ the %urse, the stu2ent shul2 !e a!le t:
11 ;2enti$y an2 2es%ri!e %hara%teristi%s $ the quality $un%tin in !th manu$a%turin8 an2 ser7i%e
r8ani<atins an2 shw hw quality %an !e the !asis $r %rprate strate8y an2 %ntinuus
impr7ement1
21 /mpare an2 %ntrast the 7arius $un2amental philsphies $ quality mana8ement (e181, 6emin8,
=uran, /rs!y"1
31 ;2enti$y an2 2es%ri!e ther in$luen%es n quality mana8ement an2 %ntinuus impr7ement, su%h as
quality awar2s, quality %erti$i%atin, Si> Si8ma, ?ai<en an2 @een8ineerin8
*1 Apply spe%i$i% quality mana8ement an2 %ntinuus impr7ement tls an2 te%hniques in an e$$e%ti7e
an2 apprpriate manner t spe%i$i% real-wrl2 situatins
#S/ 32* Sp 0& - 5a8e 1
TE)TS AND OT(ER MATERIALS
11 T)B -ACADB-BCT AC6 /#CT@#E #, 9FAE;TG ((th B21" !y B7ans an2 Ein2say (;n%lu2es
Stu2ent /6"
21 -B-#@G =#DDB@ ;; quality tls re$eren%e1 (T !e pur%hase2 $rm Dal 95/ - a!ut H1&"
31 A /WF stu2ent %mputin8 a%%unt $r ;nternet, e-mail, an2 %mputer la!3s$tware pa%Ia8e a%%ess
will !e require21 (C#TB: ;t is a%%epta!le i$ yu ha7e ther means $r a%%mplishin8 these a%ti7ities"
*1 )an2ut materials as ne%essary1 (Sme may nee2 t !e pur%hase2 r printe2 !y stu2ents"
COURSE REQUIREMENTS
PREREQUISITES #S/ 323, r permissin $ instru%tr1
READING AND (OME*OR7 ASSIGNMENTS AND RELATED ACTIVITIES Spe%i$i% rea2in8
assi8nments are in2i%ate2 n pa8e * $ this sylla!us1 ;t is e>tremely imprtant that yu rea2 the material
t !e %7ere2 ea%h 2ay !e$re %min8 t %lass in r2er t mre %learly 8rasp the %n%epts an2 parti%ipate
in the 2aily a%ti7ities1 We will %7er 1-2 %hapters per weeI, n a7era8e1 ;n a22itin t the le%ture there
will !e a num!er $ ther a%ti7ities 2esi8ne2 t relate the %lassrm material t real-wrl2 situatins
thru8h 8uest speaIers, $ilms, turs, in-%lass e>er%ises an2 %ase stu2ies1 )mewrI assi8nments will !e
ma2e thru8hut the quarter1 IT S(OULD NOT BE NECESSARY TO REMIND YOU T(AT ALL
*OR7 DONE IS TO BE YOUR O*N+
ATTENDANCE AND PARTICIPATION Atten2an%e is e>pe%te21 This %lass wrIs !est with yur
prir preparatin an2 in-%lass e$$rt3parti%ipatin, an2 a prtin $ yur $inal 8ra2e will !e !ase2 n this1
,ailure t atten2 when rll is taIen r an in-%lass a%ti7ity, su%h as a $ilm, speaIer, e>er%ise, et%1, taIes
pla%e will in7l7e a 2e2u%tin $ pints twar2 yur 8ra2e1 ;n a22itin, ; will nte !th psiti7e
(answerin8 questins, pr7i2in8 e>amples, a22in8 t 2is%ussins", an2 ne8ati7e (la%I $ attentin,
2isruptin $ %lass" aspe%ts $ parti%ipatin whi%h will a$$e%t the parti%ipatin pints yu ultimately
earn1
QUI88ES AND E)AMS There will !e a series $ e>ams an2 qui<<es ttalin8 a!ut 300 pints1 All
e>ams an2 mst qui<<es will !e annun%e2 ahea2 $ time, !ut there may !e an %%asinal pp qui<1
C#CB #, T)BSB -AG BB -A6B F5 ;, -;SSB6, FCEBSS 5@;#@ A@@ACDB-BCTS )AJB
BBBC -A6B W;T) T)B ;CST@F/T#@1 T(E LAST E)AM *ILL NOT BE A
COMPRE(ENSIVE FINAL, !ut we will meet 2urin8 the apprpriately s%he2ule2 peri2 2urin8 $inal
weeI1
ORGANI8ATIONAL ASSESSMENT Ba%h stu2ent will !e in7l7e2 in the e>aminatin3assessment $
the quality $un%tin in a Kreal-wrl2K r8ani<atin1 6etails $ this assi8nment are presente2 n pa8e & $
this sylla!us1
#S/ 32* Sp 0& - 5a8e 2
COURSE GRADING
Dra2es will !e assi8ne2 n the !asis $ pints a%%umulate2 thru8hut the quarter $rm the $llwin8
sur%es (C#TB: pint ttals are appr>imate":
B>ams39ui<<es 300 pints
-aLr )mewrIM 100 pints (ma>"
#r8ani<atinal Assessment 100 pints
Atten2an%e an2 5arti%ipatin N2& pints
------------
T#TAE &00 pints (ma>"
M -aLr hmewrI assi8nments will ha7e a pint 7alue an2 will !e 8ra2e21 Sme $ these will !e
in2i7i2ual e$$rts, an2 sme will in7l7e 8rup a%ti7ities1 -inr hmewrI assi8nments will in%lu2e
en2-$-%hapter questins an2 pr!lems, whi%h we will 2is%uss in %lass1 ;t is yur respnsi!ility t ha7e
the assi8nments %mplete2 when 2ue1 ,ailure t turn in any minr hmewrI assi8nment will result in a
2e2u%tin $ 3 (three" pints $rm yur ttal1 ,ailure t atten2 when rll is taIen, r an in-%lass a%ti7ity
taIes pla%e, will als result in a 2e2u%tin $ 3 (three" pints $rm yur ttal1 5arti%ipatin pints are
assi8ne2 entirely at the 2is%retin $ the instru%tr as 2es%ri!e2 a!7e1
Dra2es will !e 8uarantee2 at the $llwin8 le7els:
'3O - A (*10"
'0O - A- (31+"
8+O - BN (313"
83O - B (310"
80O - B- (21+"
++O - /N (213"
+3O - / (210"
+0O - /- (11+"
(+O - 6N (113"
(3O - 6 (110"
(0O - 6- (01+"
P(0O - , (010"
CAVEAT
The s%he2ule an2 pr%e2ures in this %urse are su!Le%t t %han8e in the e7ent $ %ir%umstan%es !eyn2 the
instru%trQs %ntrl1
#S/ 32* Sp 0& - 5a8e 3
OSC 324 READING ASSIGNMENTS -- SPRING 2005
/hapters $rm the te>t will !e %7ere2 in the r2er in2i%ate21 /hapters nt liste2 will nt !e %7ere21
A22itinal assi8nments will !e ma2e $rm the -emry =88er ;; as well as ther utsi2e re$eren%es as
nee2e2 t enhan%e the te>t!I material1
C(APTER READING
COVERAGE
(OME*OR7
1 All
2 All
3 All
* pp1 1&1-1+*, 183-en2
& pp1 203-211, 21'-222,
22+-22', 232-en2
+ All
8 pp1 3+1-*01, *08-en2
10 All
11 pp1 &1&-&2*
12 pp1 &(&-&8*, +1&-+1'
13 All
1* pp1 (8+-+13, +21-
+22,+3(-en2
( pp1 2&3-2(', 2+&-28+,
2'*-en2
' All
#S/ 32* Sp 0& - 5a8e *
OSC 324 -- ORGANI8ATIONAL ASSESSMENT
SPRING 2005
(900 POINTS'
DUE DATE: June 2, 2005
OB6ECTIVE The !Le%ti7e $ this assi8nment is t ha7e yu visit a pr2u%t r ser7i%e pr2u%in8
r8ani<atin, analy<e their quality mana8ement an23r %ntinuus impr7ement a%ti7ities, an2 reprt yur
results1 Gu -AG C#T 2 this assi8nment usin8 nly se%n2ary in$rmatin $rm ma8a<ines3Lurnals r
the ;nternet1 Gu -FST 7isit an r8ani<atin in persn1 )we7er, se%n2ary in$rmatin may !e use2 t
enhan%e yur analysis1
OUTCOME Gu will !e respnsi!le $r su!mittin8 a si> ((" pa8e written reprt $ yur results1 The
paper is t !e 2u!le-spa%e2, with nrmal $nt si<e (10-12 pint" an2 nrmal (a!ut 1K" mar8ins1 When
su!mittin8, 2 C#T in%lu2e $an%y %7ers, et%; simply staple the pa8es t8ether1 Atta%he2 2ia8rams,
appen2i%es, et%1 6# C#T %unt as pa8es1 Base2 n the time a7aila!le at the en2 $ the quarter, yu may
als !e asIe2 t maIe a shrt ral presentatin $ yur results t the %lass1
FORMAT The $irst se%tin (1 pa8e" shul2 !e a general picture $ the r8ani<atin, in%lu2in8:
/ustmers3marIets
5r2u%ts3ser7i%es
5r%ess whi%h %reates32eli7ers the pr2u%ts3ser7i%es
This se%tin must in%lu2e a pr%ess map r $lw %hart $ the pr%ess, atta%he2 as an appen2i>1
The se%n2 se%tin ($i7e R&S pa8es" shul2 examine an analy!e the quality mana8ement an23r
%ntinuus impr7ement systems $ the r8ani<atin in etail1 Gur analysis shul2 2es%ri!e an2
e7aluate the r8ani<atinQs speci"ic strate8ies, pli%ies, te%hniques, et% in this area1 Gur analysis will !e
mst e$$e%ti7e i$ yu shw an2 e7aluate examples $ thin8s su%h as $rms, pr%e2ures, an2 2e%isin-
maIin8 tls that they use1 5lease remem!er that analysis is a 2eeper, mre intensi7e pr%ess than simply
reprtin8 what yu saw1 ;t in7l7es %ntrast, %mparisn, assessment $ 7alue, %riti%ism, et%1 B>amples
$ %harts, $rms, et%1 2 C#T %unt as pa8es1
GRADING: Gur 8ra2e will !e !ase2 n:
The quality $ yur in$rmatin an2 analysis
The way the paper is written (r8ani<atin, 8rammar, spellin8, et%"
Attentin t the requirements $r the num!er $ pa8es1
5apers will !e %lle%te2 at the !e8innin8 $ %lass n the 2ue 2ate1 5apers su!mitte2 a$ter that will !e
%nsi2ere2 late an2 will re%ei7e a si8ni$i%ant per%enta8e re2u%tin in s%re1
#S/ 32* Sp 0& - 5a8e &