MG311

Total Quality
Management
COURSE OUTLINE
1. SEMESTER/YEAR: Semester 2, 2022

2. MODE OF DELIVERY/LOCATION: Face to Face

3. PRE-REQUISITES: Any 2x200 level MG courses or TS207 and one 200 level TS course

4. COURSE CO-ORDINATOR: Dr. Atishwar Pandaram

5. TEACHING TEAM

Name: Dr. Atishwar Pandaram

Office: FBE Room 203
Phone: 323- 2482
Email: atishwar.pandaram@usp.ac.fj
Consultation Hours: TBA

Tutor: To be advised later

6. LECTURE TIMES & VENUE
Recorded lectures will be available on Moodle.

Day Time Venue

Mon 10-11 am 092-001
(Fri - to be shifted to) Thursday 3-4 pm TBA

Tutorials will begin from week 3 (tutorial slots will be confirmed on week 1).
Day Time Venue
To be confirmed later
See Moodle

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 7. EMERGENCY CONTACT
Name: Ms. Susan Tafuna'i-Mani
Phone: +679 32 32137
Email: susanl.tafunaimani@usp.ac.fj

8. COURSE DESCRIPTION
The importance of quality in managerial decision-making, especially in an increasingly
competitive global environment, cannot be over emphasised. In this course we will examine
quality problems from the perspective of the modern day manager in both public and private
sector organisations. The main part of the course introduces the concept of Total Quality
Management (TQM). Both the managerial and the statistical aspects of quality will be
covered.

9. COURSE LEARNING OUTCOMES

On successful completion of this course, students should be able

to:
L01: Develop a relevant definition for quality and explain the concepts and principles
people commonly associate with quality management;
L02: Explain with a fair level of competence of some of the quality tools and methods
commonly used today;
L03: Assess the usefulness of the cost of quality model, statistical quality control, and
quality function deployment;
L04: Explain the usefulness of ISO 9000 Quality Management System and
Environmental Management System (EMS); and
L05: Explicate the significance of commitment, empowerment, and involvement in the
continuous improvement journey.

PROGRAMME LEARNING OUTCOMES

On completion of this programme, students are expected to be able to:
P01: Collaborate effectively in the practice and processes of management and public
administration in organisations in the Pacific Region and global contexts.
P02: Apply critically key principles, theories and concepts of management and public
administration to practical scenarios in a range of contexts
P03: Design academic research using appropriate methods and processes, presenting
findings in the required format
P04: Communicate effectively in a range of organisational contexts, including cross-cultural
contexts.
P05: Solve problems and challenges innovatively in management and public administration,
in a range of contexts in the Pacific Region and internationally.
P06: Demonstrate ethical and professional standards in all aspects of workplace and
scholarly contexts.

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10. USP GRADUATE OUTCOMES
The USP graduate outcomes are as follows:

G01: Communication: Graduates will be able to communicate ideas clearly and persuasively in structured
formats using language and other modes of communication that are appropriate for context, audience
and specific disciplinary conventions.
G02: Creativity: Graduates will extend boundaries of current knowledge in a particular discipline or
profession.
G03: Critical thinking and quantitative reasoning: Graduates will be able to evaluate multiple
perspectives and arrive at a reasonable independent judgement based on evidence.
G04: Ethics: Graduates will demonstrate a commitment to high ethical standards in scholarly,
professional and socio-cultural practices.
G05: Pacific consciousness: Graduates will recognize the cultural heritage and diversity of Pacific societies
for sustainable development in a contemporary environment.
G06: Professionalism: Graduates will demonstrate the ability to carry out tasks to acceptable standards
within their profession and occupations.
G07: Teamwork: Graduates will work together in a respectful and collaborative manner to complete tasks
within teams to achieve an outcome.

11. COURSE CONTENT

Focus for Each Week
Week Topic Reading
(Evans and Lindsay,
2019)
Wk 1 Introduction to TQM
 Definition of TQM EL: Ch. 1
 Quality as a strategy
 Implications of TQM on organizations

Wk 2 Foundations of Quality EL: Ch.2

Management
Philosophies of leading gurus: Deming, Juran, Crosby,
Feigenbaum, Ishikawa, Taguchi; approaches in defining quality;
Six Sigma

Wk 3 Customer Focus and Measurement EL: Ch 3

 Analyzing voice of customer
 Focussing on customers
 Designing customer satisfaction surveys

Wk 4 Quality Awards EL: Ch10

 Utility of quality awards Fiji Quality Award
 Malcolm Baldrige Award
 FBEA [Fiji Business and Excellence Award] and the
implications of it in the marketplace
 Quality awards of other nations

Wk 5 Measuring and Controlling Quality Pan: Ch. 4 or

Measures of Quality—Performance Measurement EL: Ch. 8

 Definition of COQ
 Cost of Quality: The Traditional COQ model
 Measures of quality product and quality process

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 Measures of quality product and quality process— The Emerging Pan: Ch. 5
COQ model

 Differences of emerging model with the traditional model

 Caveats of using new models of COQ
 Linking COQ to problem solving
 Balanced scorecard

Wks 6-8 Statistical Methods in Quality Management EL: Ch. 6, 7, 8, 9

 Probability distribution
 Continuous improvement—Basic Tools, Six Sigma
 Continuous improvement-Statistical process control
 MID TERM TEST—Week 7
Wk 9 ISO Standards; Environmental Management System Handout/Notes
 Implications of ISO standards
 Purpose of EMS
 Develop EMS based on ISO 14001
 Implementation issues of ISO 14001
Wk 10 Measurement and Knowledge Management for Performance EL: Ch.12
Excellence
 The value and scope of performance measurement
 Balanced scorecard
 Designing effective performance measurement systems
 Analysing and using performance data

Wk 11 Workforce Focus/Human Resources Practices EL: Ch 4

 Employee involvement and TQM

 HRM policies and TQM
 Rewards and incentives
 Leadership roles in teams

Wk 12 Leadership for Performance Excellence EL: Ch 13

 Leadership competencies and practices

 Leadership theory and practice
 Leadership, governance and societal responsibilities

Wk 13 Auditing and Certification; and Implementation of TQM Handout

 Quality system audit

 Types of audit
 Traits of auditor
 Quality system auditor
 Audit planning
Building and Sustaining Total Quality in organizations; Landmarks EL: Ch.14
on the TQM road

 Successful organizations
 What factors contributed to success in organizations?
 Organizations that failed
 How failures can be
addressed? REVISION OF COURSE

EL refers to Evans and Lindsay (2019)

Pan refers to Pandaram (2007)

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12. PRESCRIBED TEXT AND OTHER RESOURCES

Course Materials
Recommended Text and Reading
th
Evans, J.R., and Lindsay, W.M (2019), Managing for Quality and Performance Excellence, 11
edition, South-Western Cengage Learning, USA. This is the prescribed text and can be
purchased from the USP Book Centre.

Additional Reading list:

The Library subscribes to full-text journal databases where you can download full text academic
journal articles from services. Students have access through electronic databases in the USP
Library to large numbers of journals (Emerald, ProQuest and others). Students are expected to
use these outside resources extensively in their study. Some of the better service journals
include: The International Journal of Service Industry Management, Journal of Services
Marketing, and Service Quality Management. Students are expected to do independent reading
from books and journals in the area of service management, quality management and related
topics. Emerald includes access to journals like The International Journal of Service Industry
Management, Managing Service Quality, and Services Marketing, among others. These articles
can be used for reference in your research.

Ali, M. M. (2013), ‘Obstacles to TQM success in health care systems’, International Journal of Health
Care Quality Assurance,  26 (2), pp. 147-73.

Chatzipetrou, E. and Moschidis, O. (2018), ‘A multidimensional longitudinal meta-analysis of quality

costing research’, The International Journal of Quality & Reliability Management, 35 (2), pp. 405-
429.

Chugani, N., Kumar, V., Garza-Reyes, J. A., Rocha-Lona, L. and Upadhyay, A. (2017), ‘Investigating
the green impact of Lean, Six Sigma and Lean Six Sigma, International Journal of Lean Six Sigma,  8(1),
pp. 7-32.

Heba, E. (2017), ‘The role of quality function deployment in meeting customers’ requirements: A case
study on the Egyptian tire manufacturing company’, International Journal of Business and Economic
Development, 5 (1), pp. 49-59.

Kharub, M. and Sharma, R. K. (2018), ‘Quantifying the relationship between latent variables after
successful implementation of QM practices in MSMEs’, The International Journal of Quality &
Reliability Management,  35(4), pp. 875-896.

Nasim, K. (2018), ‘Role of internal and external organizational factors in TQM implementation: A
systematic literature review and theoretical framework’, The International Journal of Quality &
Reliability Management,  35(5), pp. 1014-1033.

Negahdary, M. (2017), ‘Identifying Scientific High Quality Journals and Publishers’, Publishing
Research Quarterly,  33(4), pp. 456-470.

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 Sinha, N., Garg, A. K. and Dhall, N. (2016), ‘Effect of TQM principles on performance of Indian SMEs:
the case of automotive supply chain’, TQM Journal,  28(3), pp. 338-359.

Soares, A., Soltani, E. and Liao, Y. (2017), ‘The influence of supply chain quality management practices
on quality performance: an empirical investigation’, Supply Chain Management,  22(2), pp. 122-144.

Referencing guide:
Use Harvard referencing style to acknowledge all sources used for your assignments such as
indicate: surname, initials of first name(s), year of publication, title of book or article, publisher
name, city where the publication took place. For more details visit website:

https://www.scribbr.co.uk/referencing/harvard-journal-article-reference/
https://www.mendeley.com/guides/harvard-citation-guide/

13. ALIGNMENT OF LEARNING OUTCOMES, ACTIVITIES AND ASSESSMENT

The following table demonstrates the alignment of the course learning outcomes with
appropriate activities, assessments and USP graduate outcomes.
Associated
Course Learning
Teaching and Programme
Outcome Assessment USP Graduate
Learning Outcomes
Outcomes
Activities
L01: Develop a Lectures (recorded) Assignment (group PO1 G01
relevant definition for project) PO2 G02
quality and explain the Online discussion Mid Term Exam PO3 G03
concepts and principles Final Assessment PO4 G04
people commonly Tutorial exercises Tutorial activities G05
associate with quality G06
management; Readings from text G07
and journal articles

L02: Explain with a fair Lectures (recorded) Assignment (group P02 G01
level of competence of project) P03 G02
some of the quality Online discussion Mid Term Exam P04 G03
tools and methods Final Assessment PO5 G04
commonly used today; Tutorial exercises Tutorial activities G06
1. G07
Readings from text
and journal articles

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 L03: Assess the Lectures (recorded) Assignment (group P02 G01
usefulness of the cost project) P03 G02
of quality model, Online discussion Mid Term Exam PO4 G03
statistical quality Final Assessment P05 G05
control, and quality Tutorial exercises Tutorial activities G06
function deployment; G07
Readings from text
and journal articles

L04: Explain the Lectures (recorded) Assignment (group P01 G01

usefulness of ISO project) P02 G02
9000 Quality Online discussion Mid Term Exam P03 G03
Management System Final Assessment P04 G06
and Environmental Tutorial exercises Tutorial activities P05
Management System PO6
(EMS); and Readings from text
and journal articles

Lectures (recorded) Assignment (group P02 G01

L05.Explicate the
project) PO3 G02
significance of
Online discussion Mid Term Exam P04 G03
commitment,
Final Assessment P05 G05
empowerment, and
Tutorial exercises Tutorial activities PO6 G06
employee involvement in
G07
the continuous
Readings from text
improvement journey.
and journal articles

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 14. ASSESSMENT

14.1 ASSESSMENT PORTFOLIO

TYPE OF LEARNING
WEIGHT COMMENTS/RATIONALE
ASSESSMENT OUTCOME
CONTINUOUS ASSESSMENT
Mid Semester Test 20% Test learning outcomes1-5; LO1 - LO5
coverage: week 1-6.
Group Project 15% Test learning outcomes1-5; LO1 - LO5
group based project.
Tutorial 10% Test learning outcomes1-5; LO1 - LO5
based on weekly questions.
On-line Quiz 5% Test learning outcomes1-5; LO1 - LO5
based on coverage for weeks 1-
4.
FINAL EXAMINATION
Final Exam 50% Written exam for 3 hours LO1 - LO5

Assessment 1: Mid-Semester Test (20%)

This test will be held before the mid-semester break in week 6 or 7. Actual date/time will be
confirmed later. Other details will be given later. The test will consist of essay type, short answer
question and case(s) based on the materials covered in lectures/tutorials. Cheating (copying,
allowing others to copy, coming to the test venue with written notes, talking during test,
checking or comparing answers) will be dealt with severely and such students will be sent to the
disciplinary committee.

Assessment 2: Group Project (15%)

Students are required to organize themselves into groups of 3. The length of the group
project report will be not more than 4000 words excluding the cover page, table of contents,
references and other supporting documents. The Group paper will be submitted in soft copy
through Moodle. [Each paper must go through Turnitin, and must have a ‘Similarity Level’
below 20% for academic honesty purposes.].

Assessment 3: On-line Quiz (5%)

There will be one on-line quiz at the end of week 4. Quiz will have multiple choice type of
questions. You will be informed of the dates of the quizzes through Moodle.

Final Exam (50%)

The final exam will consist of essays, case(s) and calculations. The material covered during the
semester will be included in the final assessment. Reminder: You MUST obtain at least a total

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of 20/50 marks for your course work AND at least a total of 20/50 marks for your final
assessment and an overall aggregate of 50 marks to pass this course.

Project
Choose only one of the following topics for the project:

Topic – Quality Service

Interview some managers of local service organizations and summarize the role of employees
and information technology in providing quality service. How are employees and information
technology integrated into long-range improvement plans and strategies?

Topic – Customer complaints

Interview managers of small or large or businesses listed on the Stock Pacific Stock
Exchange to determine how they respond to complaints and use complaint information in
their organizations.

Topic – ISO Certification

Talk to managers of a local/regional company that has attained ISO certification. Delineate
motivations for achieving registration, the supposed benefits, and the problems/challenges the
company came across during the process.

Topic – Team participation

Investigate the extent of team participation at some local companies. What kinds of teams do
you find? Do managers believe these teams are effective?

Word limit: Not to exceed 4000 words [excluding the references/bibliography]

Structure of the MG311 Project is as follows:

An acceptable structure will suffice that encompasses the following:
Cover sheet
Table of contents
Abstract/Executive summary
Introduction
Research objective/research questions
Literature review
Methodology
Analysis of Results/Discussion of Results
Limitations
Recommendations
Conclusion
References/Bibliography
Appendix [if applicable]

Detail marking rubric of the project will be available on Moodle. Please refer to Moodle for the
rubric.

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This project is the major assessment since it relates to all leaning outcomes of this course. The
purpose of the group project is to apply your understanding of the marketing concepts that you
will be exposed to in lectures. You will be asked to create your own groups in the first tutorial
class. Your group will consist of four members. Do take note of all possible contacts of your
group members. You are to manage your own groups. Should certain group members not
cooperate, delay, miss out on meetings, the majority in that group can ask that group member
to look for another group. Excuses of group members disappearing and not contributing will not
be entertained for delayed submission.

Students are reminded that the Group project should address all of the elements as reflected
above. Students are required to support the analysis with reference to theory (from
textbook/lectures) on topic. Also, students are advised to refer to the most recent empirical
research in the field (from journals) to substantiate their analysis. Failure to cite outside sources
used in an assessment may lead to failure of the assessment overall. Likewise, use of Wikipedia
references may lead to failure of the assessment overall. As a group, you are to work together
and submit only one ‘softcopy’ of the group assignment in Moodle shell. All assignments
submitted Online in Moodle shell should have a similarity report attached (SafeAssign Score or
also known as TurnItIn Score) to the soft and hard copies as proof. Only similarity level of 0-20%
will be regarded as acceptable.

Late assignments
Please note that due dates for assignments are to be strictly followed. Late submission of work
will result in a penalty of 10% of the possible mark for each day late. If there is a delay, notify
the coordinator in advance with proof of delay (e.g. sick-sheet etc...) and a draft of whatever
you did on the assignment on the due date. Very late assignments will be returned unmarked.
Timeliness is important.

For Submission of Project, Correct labelling of assignments and Marking/Writing Rubric: See
Moodle page of this course.

14.2 PASSING THE UNIT

Students should take note of the following:

 Participants are required to obtain a minimum of 40 per cent in both

components (coursework and final exam) in order to pass the course. The pass
mark is 50/100.

 Please note that request for special exams will not be approved for work related
reasons and no change in the exam venue will be allowed for this course.

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14.3 GRADE DISTRIBUTION

A+ A B+ B C+ C D E
85-100 78-84 71-77 64-70 57-63 50-56 40-49 0-39

14.4 ASSESSMENT POLICIES AND REGULATIONS

For detailed regulations, please refer to the USP Handbook and

Calendar.

Plagiarism, copying materials from other sources without proper referencing

and acknowledge of the source is a serious offence and will be dealt with severely.
In the Regulations Governing Academic Misconduct section of the USP Handbook &
Calendar plagiarism is defined as “the copying of another person’s creative work
and using it as one’s own – without explicitly giving credit to the original creator.
Work copied without acknowledgement from a book, from another student’s work,
from the internet or from any other source”. If lecturer is satisfied that plagiarism
has occurred, they will report the matter to the Head of School. They can
reduce marks appropriately. If the matter is seen as serious enough it can be
taken to the Student Disciplinary Committee by the Head of School.

15. IMPORTANT DATES

WEIGHTING
ACTIVITY WEEK
(%)
Mid semester test* Week 6 or 7 (Date/time to be confirmed 25
later)
Group Project Week 8, 14 October (Friday at 4 pm) 15

Quiz Week 4 (Friday, September 9) 10

Final Exam Details will be confirmed later 50

*Exact date and time will be confirmed once course commences.

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 16. COURSE ATTENDANCE

16.1 TUTORIALS
This course is offered through on-line mode. Therefore, tutorial attendance is not compulsory.
You will be informed of the exact day/time of the on-line tutorial through zoom once the
course commences.

17. STUDENT SUPPORT

17.1 ONLINE HELP & e-Learning INFORMATION

Students are urged to make maximum use of the grade books located on their Moodle
platform. Your grade books will be updated periodically by the course coordinator so as to
ensure that you keep track of your performance throughout the semester. You need to
send your assignments at scheduled due dates to ensure regular and consistent feedback in
your grade books. If you have any queries, please send a message directly to course
coordinator or the tutor.

17.2 FACULTY STUDENT LEARNING SUPPORT (SLS) SERVICES

There are a number of workshops and other services provided by the SLS. Please refer to the
following website for more information: https://www.usp.ac.fj/index.php?id=8434

18. EXPECTATIONS OF STUDENTS

18.1 STUDENT RESPONSIBILITIES

Students are expected to:

 Spend enough time on Moodle and other activities required in the course.
 Facilitate the course coordinator with any proof that he/she was sick
and unable to attend classes or assessment at the earliest possible time to
avoid getting a zero mark for the missed assessment.
 Submit both the hardcopy and softcopy of the assignment. Hardcopy should
be properly labelled and submit to the local campus.

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18.2 STUDENT WORKLOAD PER SEMESTER
19. TYPE HOURS COMMENTS
Attempting self-assessment 35 Spend at least I hour per week attempting self-
activities assessment questions for each textbook and
course book chapter
Reading text book 30 A minimum of 3 hours per week to be spent on
chapters/ ppt slides posted text book reading and familiarization of teaching
in Moodle materials posted in Moodle.
Writing and researching 40 Spend approximately 2 hours per week on
assignment component writing, researching and presentation of
assignment.
Accessing recorded 30 Audio recordings will be available for students
Lectures and tutorials who cannot access these facilities at assigned
times.
Preparing for MST, Project 50 This should be an ongoing activity and not to left
and Final Examinations at the end of mid semester or semester break
Accessing and participating 30 An average of 30 minutes per day should be
Moodle/ online activities assigned for this activity.
TOTAL 215

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