Republic of the Philippines

Bulacan State University

City of Malolos, Bulacan

Office of the Dean of Instruction

COURSE SYLLABUS
Operations Management and TQM
2nd Semester, AY 2021 – 2022

COLLEGE: COLLEGE OF BUSINESS ADMINISTRATION

DEPARTMENT: BACHELOR OF SCIENCE IN ACCOUNTANCY
COURSE CODE: CBME401
COURSE TITLE: OPERATIONS MANAGEMENT AND TQM
CREDIT UNITS: 3
PRE-REQUISITE: None
FACULTY: GILBERT A. GALANG
CONSULTATION HOURS: 11 AM – 12 NN | MWF

COURSE DESCRIPTION:
This course is an introduction to the concepts, principles, problems, and practices
of operations management. Emphasis is on managerial processes for effective operations
in both goods-producing and service-rendering organizations. Topics include operations
strategy, introduction to Total Quality Management (TQM), strategic dimensions of
quality, gurus of TQM, concepts and systems of Kaizen, good housekeeping
phases in TQM implementation, TQM and planning tools, customer value strategy, and
quality standards. Each chapter has a company in-focus, examination, and quality case
study that could be used inside the classroom as application tools.

LEARNING OUTCOMES (LO):

On completion of the course, the student is expected to be able to do the following:

ATTRIBUTES OF IDEAL GRADUATE LEARNING OUTCOMES

(AIG)
Highly Competent LO1 The students are able to understand and
appreciate the production and operations
management function in any organization.

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 LO2 The students would be able to apply the
tools and techniques of quality management to
manufacturing and services processes.

Ethical professional LO3 The students would be able to distinguish

between the quality of design and the quality of
conformance to design in an ethical way.
Service-Oriented LO4 The students are able to explain the role of
external and internal customers in setting
quality parameters and Explain the process of
planning for quality and system of
documentation, implementation, and
assessment of quality.
Contribute to country’s sustainable LO5 The students would be able to understand
growth and development the process of planning for quality and
differentiate between product quality
characteristics and service quality
characteristics.

FINAL COURSE OUTPUT:

As evidence of attaining the above Learning Outcomes (LO), the student is required
to accomplish and submit the following during the indicated period/dates within the term:

COURSE OUTCOMES (CO) REQUIRED OUTPUT DUE DATE

Select and apply appropriate • Examination/tests allow End of Semester
techniques in identifying students to demonstrate
customer needs, as well as the the extent of their
quality impact that will be used understanding of
as inputs in TQM methodologies. concepts, as well as their
abilities to analyze and
solve problems related to
the subject.
• Apply and evaluate best
practices for the
attainment of total quality
by conducting an interview
with selected ISO-certified
both private and public
companies.

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RUBRIC FOR ASSESSMENT:

Assessment is the sum of methods and processes used to evaluate the attainment of the
learning outcomes (knowledge, know-how, skills, and competencies).

Criteria for Assignment/ Home Work/ Essay

1-1.5 (91- 1.75-2.0 (85- 2.25-2.75 (79-
100%) 90%) 84%) 3 (75%)
All items At least 50%
90% of items
attempted of items Less than 50% of
attempted
attempted all items attempted
Assignment
Completenes
The answer
s/ Content Content may
is appropriate Content relate Content unrelated
have one or
to the peripherally to to the question
two error
question. the question/s
All items are
Between 50%
correct
90% of items and 90% of
are correct items are Less than 50% of
correct all items are
A clear sense
correct
of order.
Accuracy/ May lack of
Organization something The argument
but points are is minimally Unclear content
Supporting
presented in perceivable and readers are
points are
a logical and points are confused
presented in
progression presented in
a logical
random order
progression
Shows Shows Response
Response shows a
complete substantial shows some
complete lack of
understandin understandin understanding
Demonstrated g of the understanding for
g of the of the problem
Knowledge/ the problem
questions, problem,
Development ideas, and ideas and
processes processes Sparse details
Statements are
or evidences
unsupported by
and questions

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 Develops Each point is are partially any detail or
each point supported answered explanation
with specific with some
details and details and
answer each evidence
problem
completely
Goes beyond
the
requirements
of the Meets the
problem requirements Does not meet
of the the
problem requirement of
Use technical the problem Limited vocabulary
Requirements
language or
/ Use of With errors in
terminology Accurate
Language communication
appropriately word choice Ordinary word
and correctly and no two choice with
major errors some serious
and a few errors.
No major minor errors
grammatical
or spelling
errors
Marginally
Legible Writing is not
legible Writing is not
Legibility handwriting legible in
handwriting legible
or printing places
or printing
TOTAL 100

OTHER REQUIREMENTS AND ASSESSMENTS:

Aside from the final output, the student will be assessed at other times during the
term by the following:

▪ Participation
▪ Writing Activities/Exercises, Research works, Presentations
▪ Quizzes
▪ Periodic Comprehensive Examination (Midterm and Final Term)

Students must attain 75% correct answers from the raw score of each quiz/activity
to attain a passing rate.

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GRADING SYSTEM:
Term Examinations 30%
Quizzes 20%
Project/Activities 30%
Participation/Recitation 15%
Attendance/ Promptness 5%
TOTAL 100%

Final Grade = Midterm Grade + Tentative Final Grade Period

2

Range Grade
97-100 1.00
94 – 96 1.25
91 – 93 1.50
88 – 90 1.75
85 – 87 2.00
82 – 84 2.25
79 – 81 2.50
76 – 78 2.75
75 3.00
74 and below 5.00

LEARNING EPISODES:

Leaning
Outcomes Topics Week Learning Activities
LO1 Introduction to TQM 1–2 ✓ Lecture

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 ✓ Defining Quality ✓ Quiz
✓ Defining TQM ✓ Recitation
✓ Shifting from Traditional ✓ Activity
Management to TQM ✓ Case study
✓ TQM and Reengineering
✓ Quality in Focus
LO2 Strategic Dimensions of Quality 3–4 ✓ Lecture
✓ Features ✓ Quiz
✓ Reliability ✓ Recitation
✓ Conformance
✓ Activity
✓ Durability
✓ Serviceability ✓ Case study
✓ Aesthetics
✓ Perceived Quality
✓ Quality in Focus
LO4 Gurus of TQM 5–6 ✓ Lecture
✓ Deming: 14 points for ✓ Quiz
quality management ✓ Recitation
✓ Crosby: 14 steps to Quality
✓ Activity
✓ Juran: 10 steps to Quality
✓ Quality in Focus ✓ Case study
LO5 Kaizen: Concepts and Systems 7–8 ✓ Lecture
✓ Kaizen concepts ✓ Quizzes
✓ Kaizen and Management ✓ Recitation
✓ Process vs Results
✓ Activity
✓ PDCA/SDCA cycles
✓ Putting Quality First ✓ Case analysis
✓ Speak with Data
Kaizen Systems
✓ TQM Control
✓ JIT Production System
✓ Total Productive
Maintenance
✓ Policy Development
✓ Suggestion Systems
✓ Small-Group Activities
✓ Quality in Focus - Toyota
Midterm Exam 9

LO4 Good Housekeeping 10 ✓ Lecture

✓ Sort ✓ Quiz
✓ Set in Order ✓ Recitation
✓ Shine
✓ Activity
✓ Standardize
✓ Sustain
LO5 Phases in TQM Implementation 11 ✓ Lecture
✓ Preparation ✓ Quiz
✓ Planning ✓ Recitation
✓ Assessment
✓ Activity
✓ Implementation

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 ✓ Diversification
TQM and Planning Tools 12 ✓ Lecture
✓ Fishbone Diagram ✓ Quiz
✓ Pareto Diagram ✓ Recitation
✓ Checksheet
✓ Activity
✓ Histogram
✓ Control Charts
✓ Scatter Diagrams
✓ Flowchart
LO3 Customer Value Strategy 13 ✓ Lecture
✓ Identifying Customers ✓ Quiz
✓ Customer Satisfaction ✓ Recitation
✓ Customer Focus
✓ Activity
✓ Customer Service
✓ Case study
LO5 Quality Standards 14 ✓ Lecture
Malcolm Baldridge ✓ Quiz
ISO Standard ✓ Recitation
✓ Activity
✓ Case study
Final Exam 15

REFERENCES:

Camilar-Serrano, A. (2016) Total Quality Management. Unlimited Books Library

Services & Publishing Inc.

Evans, J.R. & Lindsay, W.M. (2019). Total Quality Management, 10th Edition. Cengage
Learning Asia Pte Ltd.

CLASS POLICIES:
1. The students listed in the master list from the MIS office shall be permitted to attend
the class.
2. Enrolled students must go to the class promptly. Must come to each class
prepared.
3. Students are expected to take all examinations on the date scheduled and
participate actively in the discussion as well as the different activities involved on
the subject and the college as well.
4. Cheating is equivalent to a lower grade to a failing grade in the subject. (see
Student Handbook pp. 40)
5. Requirements e.g. project, term paper, case study, etc. which are not submitted
on or before the due date will no longer be accepted.
6. The use of electronic gadgets like cell phones, tablets, laptops, mp3, etc. are not
allowed during class hours unless needed.
7. Sit in students may attend the class upon the approval of the subject teacher.

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 8. Always maintain the cleanliness and orderliness of the room before and after the
class.

ACADEMIC DISHONESTY:
All students are expected to be academically honest. Any act of misconduct
corresponds to disciplinary actions imposed by the university. Cheating, plagiarism, or
making a false presentation of academic performance are examples of academic
dishonesty. Any student found guilty of these offense/s will be marked F (Failed) or 5.0.
Plagiarism and cheating refer to the use of unauthorized notes, securing help during
examinations, assignments, reports, or cases, signing another student’s name on the
attendance sheet, or otherwise practicing scholastic dishonesty. (Please refer to Student
Handbook Section D. Grounds for Disciplinary Sanctions page 40-43)

POLICY ON ATTENDANCE:
Students must attend the class regularly. They must be marked tardy if arrived 15
minutes after the start of the scheduled time. The student is considered absent after
checking the attendance. Students with three (3) late will be equivalent to one (1) absent.
Request for absence must be presented upon reporting back to class duly certified by the
attending physician or the university doctor if sick. If other reasons occur, students must
present a valid excuse letter signed by their parents or guardian. Special examinations
will be allowed only in special cases such as prolonged illness or unexpected situations
takes place.

Prepared by: GILBERT A. GALANG

Instructor

Evaluated by: EDILBERTO S.F. FLORES, JR., MBA

Program/Area Chair

Approved: EMERLITA S. NAGUIAT, Ph.D.

Dean

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 Declaration
I have read and understood the above syllabus in full and in participating in this course I agree to
the above rules. I have a clear understanding of the policies and my responsibilities, and I have
discussed everything unclear to me with the instructor.

I will adhere to the academic integrity and policy and I will treat my fellow students and my
teacher with due respect.

I understand that this syllabus can be modified or overruled by announcements of the instructor
in class or on any social media site at any time

______________________________________ ____________________ _______________

Student’s Printed name Signature Date

______________________________________ ____________________ _______________

Parent’s Printed name Signature Date

Student’s Copy

-------------------------------------------------------Cut here----------------------------------------------------------

Declaration
I have read and understood the above syllabus in full and in participating in this course I agree to
the above rules. I have a clear understanding of the policies and my responsibilities, and I have
discussed everything unclear to me with the instructor.

I will adhere to the academic integrity and policy and I will treat my fellow students and my
teacher with due respect.

I understand that this syllabus can be modified or overruled by announcements of the instructor
in class or on any social media site at any time

______________________________________ ____________________ _______________

Student’s Printed name Signature Date

______________________________________ ____________________ _______________

Parent’s Printed name Signature Date

Instructor's Copy

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