School of Business & Economics

MBA & EMBA Programs

Course Name: Total Quality Management
Course Code
MGT 675.1
& Section No:
Semester: Fall 2020

INSTRUCTOR & DEPARTMENT INFORMATION

1. Instructor Name: Kais Zaman, Ph.D.

2. Office: NAC 1134
3. Office Hours: Saturdays, 06:00-7:00 p.m., Sundays, 06:00-7:00 p.m., Other days and
times by appointment
4. Office Phone: N/A
5. Email Address: kais.zaman@northsouth.edu
6. Department: Master of Business Administration, School of Business & Economics
7. Links: School of Business & Economics Website:
http://www.northsouth.edu/academic/sbe/
MBA & EMBA Programs Website:
http://www.northsouth.edu/academic/sbe/mba-emba-programs.html
Course Website: https://sites.google.com/site/zamankais/

COURSE & SECTION INFORMATION

Class Time & Saturdays, 7:00-10:10 p.m., NAC 991

Location
Course N/A
Prerequisite(s)
Course Credit Hours 3.0
Course Description Total Quality Management (TQM) is both a philosophy and a set of guiding
principles that represent the foundation of a continuously improving
organization. This course is about the use of statistical methods and other
problem-solving techniques to improve the quality of the products used by
our society. These products consist of manufactured goods as well as
services. Quality improvement methods can be applied to any area within a
company or organization, including manufacturing, process development,
engineering design, finance and accounting, marketing, distribution and
logistics, customer service, and field service of products. This course will
discuss the technical tools that are needed to achieve quality improvement in
these organizations.
Course Objectives
 To introduce you to a new way of thinking about quality
 To help you gain an understanding of how to use TQM philosophies,
principles, tools, and techniques
Student Learning By the end of this course, you should be able to:
Outcomes
 understand the strategic role of Total Quality Management (TQM) in
creating and enhancing a firm’s competitive advantages
 understand key concepts and issues of TQM in both manufacturing and
service organizations
 apply analytical skills and problem-solving tools to the analysis of the
quality problems
 develop a strategy for implementing TQM in an organization
 write a report on quality problems in the form of research paper
 LEARNING RESOURCES AND TEXTBOOK(S)
 Douglas C. Montgomery, Introduction to Statistical Quality Control, 6th edition, John Wiley
and Sons Inc., USA, 2009.
 Besterfield, DH, Besterfield-Michna C, Besterfield, GH, and Besterfield-Sacre, M, Total
Quality Management, 3rd edition, Pearson Education Inc., 2003.

TEACHING STRATEGY
The class will be conducted through various activities including presentation of concepts and
situations, discussion and exchanges of ideas, and project. Students are expected to actively
involve and to take initiative for their own learning experience.

ASSESSMENT STRATEGY AND GRADING SCHEME

Grading tool Points
Mid Term 25%
Quiz 20%
Assignment 10%
Attendance 05%
Course Project 10%
Final Exam 30%

Please Refer to NSU Student Handbook, Section: “Grading Policy” available at

http://www.northsouth.edu/academic/grading-policy.html

CLASSROOM RULES OF CONDUCT

1. You may use your laptops in the class for class related work. Do not use your laptop for non-
class related work or in any manner that will be distracting to other students or the instructor.
2. Use of cell phones in class is not permitted.
3. Students are advised to frequently refer to the following link:
http://www.northsouth.edu/academic/academic-information-and-policies.html
4. Academic Integrity Policy:
School of Business and Economics does not tolerate academic dishonesty by its students. At
minimum, students must not be involved in cheating, copyright infringement, submitting the
same work in multiple courses, significant collaboration with other individuals outside of
sanctioned group activities, and fabrications.

LATE ASSIGNMENT POLICY

Problems will be assigned on a regular basis during class, and (unless a different schedule is
announced in class) will be due in class on the Saturday of the school week following the week in which
they are announced. If you have a good reason for submitting an assignment late, please see me (in
advance if at all possible) to make arrangements. Otherwise, late assignments will receive a mark of
zero.
Written solutions to problems should be fully explained, using clear English sentences where necessary.
Some problems may require the use of computer programs such as Minitab and Microsoft Excel.

PROJECTS POLICY
Students will be required to complete a group project in the form of a research paper. The project
includes the following:

Task Due Date

1. Research topic 07/11/2020
2. Complete proposal 21/11/2020
3. Progress report 12/12/2020
4. Project report followed by presentation 09/01/2021

EXAMS & MAKE UP POLICY

In order to complete the course, students must submit all the required assignments and sit for the
exams. There will be three 20-minute in-class/online tests and one 90-minute midterm tests, see the
table below for exam schedule. There will be a 120-minute final examination, which will be announced
later or will be arranged as per university schedule.

All the tests and the final examination will contain questions involving proofs, essays, or both, as well
as questions requiring computations. Anything discussed in the class is fair game for the tests and
final examination.

Make-up exams are not given unless there is a major circumstance preventing the student from sitting
in the exam (official material evidence is required). The timing of the make-up is to be fixed with the
instructor of the course if granted. Cell phones are prohibited in exam sessions.

ATTENDANCE POLICY
A record of attendance will be kept. If a student cannot attend any class for unavoidable reason, s/he
is advised to contact the instructor in advance.

COMMUNICATION POLICY
E-mail is the preferred form of communications. In urgent cases, you can reach me through 0182 558
1156.

STUDENTS COMPLAINTS POLICY

Students at North South University have the right to pursue complaints related to faculty, staff, and
other students. The nature of the complaints may be either academic or non-academic. For more
information about the policy and processes related to this policy, you may contact the MBA Program
Office.

COURSE CONTENTS &SCHEDULE

The following planned class and exam schedule is tentative and is subject to change as the
course progresses.

Lecture Topic Date

1 Introduction to Quality 24/10/2020
2 Introduction to TQM, Statistics Review 31/10/2020
3 Methods and Philosophies of Statistical Process 07/11/2020
Control I
Research topic due
4 Class Test-1 (Lectures 1-2) 14/11/2020
Methods and Philosophies of Statistical Process
Control I (Cont’d), Methods and Philosophies of
Statistical Process Control II
5 Project proposal due 21/11/2020
Methods and Philosophies of Statistical Process
Control III
6 Midterm Exam-1 (Lectures 1-5) 28/11/2020
Methods and Philosophies of Statistical Process
Control III (Cont’d)
7 Tools and Philosophies of TQM I 05/12/2020
8 Tools and Philosophies of TQM II 12/12/2020
Project progress report due
9 Class Test-2 (Lectures 6-7) 19/12/2020
Acceptance Sampling Techniques
10 Acceptance Sampling Techniques (Cont’d), 26/12/2020
Organizational Assessment and Quality Awards
11 Class Test-3 (Lectures 8-9) 02/01/2021
Compliance System
12 Project Presentation 09/01/2021
Project report due
Final Exam (Lectures 6-10) 23/01/2021
Note: The instructor reserves the right to make changes to the syllabus if necessary.