Document Code No.
FM-MSU-IIT-ACAD-016
A. COURSE INFORMATION
Course No./Title:
Duration:
Course Credit:
Delivery Mode:
Course Description:
Learning Culminating Outcome:
Prerequisite:
Co-requisite
Evaluation Criteria:
Class Schedule:
Name of MOLE Classroom
Revision Effective Page
No. Date No.
00 01.20.2020 1 of 10
Mindanao State University – Iligan Institute of Technology
School of Graduate Studies
College of Business Administration and Accountancy
Bachelor of Science in Business Administration- Business Economics
CBAA Undergraduate Program
Course Syllabus, 2nd Semester, S.Y. 2020-2021
MGT 104- OPERATIONS MANAGEMENT (TOTAL QUALITY MANAGEMENT)
18 weeks (January 31, 2021 to April 2, 2021)
3 units
InFlex
This course provides an understanding of various theories of Total Quality Management (TQM). Students will learn how organizations can
develop excellence through the adoption of continuous improvement and process management. The course will discuss various process
management techniques, continuous improvement tools, and strategies to improve quality.
By the end of this course, students in this course will understand the concept of quality in day-to-day life and business. Differentiate between
quality and quality management and elaborate the concept of Total Quality Management (TQM).
None
None
Online Discussion and Participation: 40%
Quizzes: 20%
Mini Cases/Readings: 20%
Kaizen Proposal: 20%
Total: 100%
Monday/Thursday 6:00PM-7:30PM
MGT 104- Operations Management (TQM)
Instructor:
Outcomes for HIGHER
EDUCATION INSTITUTION:
Outcomes Specific to the
Business Administration
Program
Outcomes common to Business
and Management Discipline:
Ms. Farrah Marie P. Separa, MBM
Lecturer
Department of Marketing
farrahmarie.separa@g.msuiit.edu.ph
Consultation hours: Thursday 9:00AM-12:00 PM
a. Articulate and discuss the latest developments in business administration and marketing
b. Effectively communicate orally and in writing using both English and Filipino
c. Work effectively and independently in multidisciplinary and multi-cultural teams
d. Act in recognition of professional, social, ethical and environmental responsibility
e. Preserve and promote “Filipino historical and cultural heritage” (based on RA No. 7722)
f. Advocate for Peace in multicultural settings
p. Analyze the business environment for strategic direction
q. Prepare operational plans
g. Perform the basic functions of management such as planning, organizing, leading, and controlling.
h. Apply the basic concepts that underlie each of the functional areas of business (marketing, finance, human resources management, production
and operations management, information technology, and strategic management) and employ these concepts in various business situations
i. Select the proper decision making tools to critically, analytically and creatively solve problems and drive results
j. Express clearly and communicate effectively, with stakeholders both in oral and written forms
k. Apply information and communication technology (ICT) skills as required by the business
Course Goals: PROGRAM OUTCOMES

Higher Education Institution Business Administration Program Business and Management

A B C D E F l m n o p q r g h i j k l m

Students can discuss ✔ ✔ ✔

fundamental concept of Total
Quality Management and its
importance within the firm

Students can explain and ✔ ✔ ✔ ✔ ✔

analyze different quality
management frameworks

Students can use and apply ✔ ✔ ✔ ✔ ✔ ✔ ✔

quality improvement tools and
techniques

Course Schedule of Course Requirements

Week Topic Intended Learning Teaching and Learning Learning Resources Assessment Evidence of Outcome Due
Outcome Activities Strategies/Tools Date

1 Orientation At the end of each topic, Online: Online: Not yet Applicable Not yet Applicable Week
• Grading the students should be MOLE Classroom • MSU-IIT Website 1
system, able to: • Download the syllabus • Syllabus
Classroom • Explain the which contain the • Materials provided
Policies, subject content classroom policies, in the MOLE
Leveling of and expectations, grading system and classroom
Expectations, grading system other pertinent
etc. and classroom information
• Assignment of policies • Online class during
 Reports and scheduled time through
Readings google meeting
• Brief • Download material
Introduction of posted in MOLE in
the course advance
• Upload the signed
Learning Contract in the
submission bin

2-4 Topic 1: At the end this topic, the Online: • Chapter 1 of the • Answer Chapter 1 • Submitted Week
Principles and student is able to: MOLE textbook required Exercises #1-4 output of 5
Practices • Understand the • Download Chapter 1 in class Chapter Exercise
basic concepts of Reading • Lecture Notes
Total Quality • Online Forum: Students • Video • Graded output
Management share their clarifications, Presentation on the required
(TQM) questions, and Chapter Exercise
• Discuss the brief comments on the topic TQM: The History
overview of TQM in the discussion board and the Now
frameworks • Online Meeting and
• Identify the Discussion through https://videos.asq
contributions of google meet .org/tqm-the-
quality gurus in history-and-the-
the TQM journey now
• Discuss the
benefits of TQM

5-7 Topic 2: At the end this topic, the Online: • Chapter 5 of the • Answer Chapter 5 • Submitted Week
Continuous student is able to: • Download Chapter 5 textbook required Exercises #s 3 and output of 8
Improvement • Discuss the Reading in class 5 Chapter Exercise
difference • Online Forum: Students • Lecture Notes
between share their clarifications,
perfection and questions, and
continuous comments on the topic • Graded output
improvement, in the discussion board on the required
overview of • Online Meeting and Chapter Exercise
approaches for Discussion through
process google meet
improvement
• Understand the
concepts of the
 PDSA cycle and
problem solving
method

Topic 3: At the end of this topic, Online: • Chapter 6 of the • Chapter 6 exercise • Submitted Week
Performance the student can: • Download Chapter 6 textbook required #1 b,c,h chapter exercise 11
Measure • Discuss the basic Reading in class output
• Online Forum: Students • Lecture Notes
8-10 concepts of
share their clarifications,
performance
questions, and
measurement comments on the topic • Graded output
• Learn basic in the discussion board on the required
techniques for • Online Meeting and chapter exercise
performance Discussion through
presentation google meet
• Understand
estimating project
times and costs
• Discuss quality
cost programs
and their
implementation
and the Malcom
Baldrige National
Quality Award

11-13 Topic 4: At the end of this topic, Online: • Chapter 8 of the • Chapter 8 Exercise • Submitted Week
Quality the student can: • Download Chapter 8 textbook required #4 Chapter 8 14
Management • Understand the Reading in class exercise
• Online Forum: Students • Lecture Notes
Systems requirements and • Graded output
share their clarifications,
implementation of on the required
questions, and
ISO 9000 series of comments on the topic exercise
standards, in the discussion board
namely, ISO • Online Meeting and
9000, ISO 9001 Discussion through
and ISO 9004 google meet

14-15 Topic 5: At the end of this topic, Online: • Chapter 14 of the • Chapter 14 • Submitted Week
Management Tools the student can: • Download Chapter 14 textbook required Exercise #s 1 and 2 Chapter 14 16
 • Learn various Reading in class exercise
non-statistical • Online Forum: Students • Lecture Notes • Graded output
tools for problem share their clarifications, on the required
questions, and
solving, grouping exercise
comments on the topic
ideas and finding in the discussion board
important ones in • Online Meeting and
the complex Discussion through
situation, google meet
prioritizing ideas
or projects,
planning projects
and designing
counter-measures
to handle
contingencies

16-18 Final Output: Use one Management tool Kaizen Seminar Week
Kaizen Proposal to solve a real-life 18
relatable problem as a
student (process)

References:

• Besterfield, D. & Besterfield, M. (2012). Total Quality Management (3rd Ed.) Pearson Education, Inc.,

Course Expectations:
• It is expected that as a 2nd year Business Economics students, you are exposed to critical thinking and analytical problems.
• Class discussion is included in the grade so that students do all the reading on time.
• Students will have the assigned chapters outlined and have a list of questions/issues that you’d like to discuss in class.
• Students will be grouped and will be required to report on the assigned chapter. It is important that the presenters are not only authoritative in their knowledge of the chapter, but that
they understand the topic and able to give an example during the presentation.
• Formatting for submitted papers: should be in A4 size, maximum of 3 pages; 1.5 line spacing; 1 inch margin on all sides; 11 font size Arial Narrow. Also, if there are references to support
your discussion, it should follow 7th edition of APA.
• Any e-copy to be sent to the teacher will follow the format of the filename and should be in word file:
Family Name_Course Number_Chapter No/Topic
For example: Separa_MGT104_Chapter11/Quality Management
Rubric for Online Discussion
Performance Elements with
Weights
Promptness and Initiative (3)
Delivery of Post (4)
Relevance of Post (10)
Expression Within the Post (3)
Contribution to Class (5)
Notes: 1. This rubric is adapted from https://health.usf.edu/-/media/Files/Public-Health/ETA/criterion_online_discussion.ashx?la=en&hash=F81B71114E7BC9AE5A0B7E48C520D8016BBF75AB
Rubric for Online Presentation
Performance Elements with
Weights
Body Language (3)
Eye Contact (3)
Speaking Skills (4)
Organization (4)
4 3
Consistently responds to postings in
less than 24 hours; demonstrates
good self-initiative
Consistently uses grammatically
correct posts with rare misspellings
Consistently makes postings related
to the discussion topic; cites
additional references related to the
topic
Express opinions and ideas in a clear
and concise manner with obvious
connection to the topic
Aware of need of the class;
frequently attempts to motivate the
group discussion; presents a creative
approach to the topic
2. Scoring =
4 3
Movements seemed fluid and helped
the audience visualize
Holds attention of entire audience
with the use of direct eye contact
Poised, clear articulation; proper
volume; steady rate; good posture.
Enthusiasm; confidence
• Delivers clear opening and
closing remarks that capture
the attention of the
Responds to most postings within a
24-hour period; requires occasional
prompting to post
Few grammatical or spelling errors
are noted in posts
Frequently makes postings that are
related to the discussion content;
prompt further discussion of the
topic
Opinions and ideas are stated clearly
with occasional lack of connection to
the topic
Frequently attempts to direct the
discussion and to present a relevant
viewpoint for consideration by the
group
(𝑆𝑐𝑜𝑟𝑒 𝑖𝑛 𝑒𝑎𝑐ℎ 𝑒𝑙𝑒𝑚𝑒𝑛𝑡 𝑥 𝑡ℎ𝑒 𝑤𝑒𝑖𝑔ℎ𝑡 𝑜𝑓 𝑒𝑎𝑐ℎ 𝑒𝑙𝑒𝑚𝑒𝑛𝑡
𝐻𝑖𝑔ℎ𝑒𝑠𝑡 𝑝𝑜𝑠𝑠𝑖𝑏𝑙𝑒 𝑠𝑐𝑜𝑟𝑒
Movements or gestures enhance
articulation
Consistent use of direct eye contact
with some audience
Clear articulation but not as polished
• Displays introductory or
closing remarks, but
segments of the body of the
2 1
Responds to most postings several
days after initial discussion; limited
initiative
Errors in spelling and grammar
evidenced in several posts
Occasionally posts off topic; most
posts are short in length and offer
no further insight into the topic
Unclear connection to the topic
evidenced in minimal expression of
opinions or ideas
Occasionally makes meaningful
reflection on group efforts; marginal
effort to become involved in the
group
x 100 %
2 1
Movements or gestures enhance
articulation
Minimal eye contact with audience
Some mumbling; uneven rate; little
or no expression
• Displays some level of
organization with
discernable theme, but the
Does not respond to most postings;
rarely participates freely
Utilizes poor spelling and grammar in
most posts; posts appear “hasty”
Makes postings that do not relate to
the discussion content; makes short
or irrelevant remarks
Does not express opinions or ideas
clearly; no connection to the topic
Does not try to participate in class as
it develops; seems indifferent
No movement or descriptive
gestures
No eye contact with audience
Inaudible or too loud; rate too
slow/fast; speaker seemed
uninterested and used monotone
• Displays neither clear
introductory nor closing
remarks
 audience and set the mood
• Provides a “road map” for
the audience
• Each segment relates to the
others according to a
carefully planned framework
Voice (4) Use of fluid speech and inflection
maintains the interest of the
audience
Visuals (3) • Gave audience ample time
to absorb information on
visual
• Spoke to the audience, not
the screen
• Visuals greatly enhanced
presentation
Language (4) • Correct use of grammar
• Use of some advanced
language
• Effective use of appropriate
vocabulary for the purpose
and for audience
Notes: 1. This rubric is adapted from https://mcb.unco.edu/pdf/communications-rubrics/Oral-Rubric.pdf
2. Scoring =
presentation are not
presented in a coherent
manner
• Presents the segments of
the body of the presentation
in a coherent manner, but
introductory or closing
remarks are missing
Satisfactory use of inflection but
does not consistently use fluid
speech
• Gave audience almost
enough time to absorb
material, but occasionally
read the side
• Visuals added to the
presentation
• Correct grammar
• Vocabulary most appropriate
for the purpose and the
audience
(𝑆𝑐𝑜𝑟𝑒 𝑖𝑛 𝑒𝑎𝑐ℎ 𝑒𝑙𝑒𝑚𝑒𝑛𝑡 𝑥 𝑡ℎ𝑒 𝑤𝑒𝑖𝑔ℎ𝑡 𝑜𝑓 𝑒𝑎𝑐ℎ 𝑒𝑙𝑒𝑚𝑒𝑛𝑡
𝐻𝑖𝑔ℎ𝑒𝑠𝑡 𝑝𝑜𝑠𝑠𝑖𝑏𝑙𝑒 𝑠𝑐𝑜𝑟𝑒
presentation is not
organized clearly or in a
coherent manner
• Introductory and closing
remarks are missing
Displays some level of inflection
throughout delivery
• Ran too quickly through
visuals and spoke more to
the screen than to the
audience
• Visuals did not detract from
the presentation
• One or two minor grammar
errors
• Vocabulary use is too
elementary or not effective
x 100 %
• Does not present the
segments of the body of the
presentation in a coherent
manner
• Irrelevant statements are
made
• Leaves the audience
wondering where the
presentation is headed
Consistently uses a monotone voice
• Used no visuals
• Multiple grammar errors and
use of inappropriate
vocabulary

Policies
1. Attendance is both based on “seat time,” and on course activity. During weeks where online video conferences is required, the student is expected be present. Activities that represent
online attendance in this course include reading, completing assignments, constructive contributions to discussions, and openly reflecting on the learning process.
2. In the event that the reporter(s) is not available on the class schedule set due to work-related and important concerns, he/she should communicate the matter in advance and set a date
to make up for the lost meeting. The burden of re-arranging a schedule where all other classmates and instructor are present rest on the concerned student(s).
3. The report should not last more than 30 mins to give time for class discussion and in no case the presentation will have more than 30 slides. Moreover, the students SHOULD NOT read
what is on their slide(s) but rather should elaborate the points of the chapter. Send the copy of the slides 3 working days before the scheduled presentation to the professor for quality
check.
4. Observe proper netiquette (network etiquette). This applies to all our communications online regarding this subject.
a. Refrain from using all caps. It is considered shouting when communicating online.
b. Respect other's opinions. If you disagree with what another has said, post your thoughts in an objective, respectful manner.
c. Do not make remarks that can be taken personally. Reflect upon the text you have entered before posting.
d. When in doubt, ask.
 e. Keep the discussion within the scope of the course material.
f. Communication should be grammatically correct.
g. Adhere to correct sentence structure, grammar, and spelling conventions.
h. Before you respond to a threaded message, read all the messages related to that message so that you understand the background of the message.

5. Make-up policy – Unsubmitted requirements on the due date may be made up, with a legitimate acceptable valid excuse, at an agreed time.
6. Consultation must be done with prior appointment or during consultation hours. All questions to the instructor must be done within Mondays to Fridays and through (official) university
email, MOLE or facebook messenger. The instructor will ensure to reply within two (2) working days. Please send follow up messages/queries only after the two (2) working days are over.
7. Academic Integrity – Cheating during exams and quizzes is not tolerated. For other requirements, students are expected to do their own work. Copying from other students or plagiarizing
from published materials or from the Internet is subject to removal from the class and will receive a grade of 5.0 or failure. All papers submitted should not exceed a similarity report of
10%.
8. For late submission of assignments/requirements, the concerned students must inform the faculty as to the reason(s) of late submission. An extension of time to complete an
assignment/requirement may be granted if the reason(s) is (are) valid.
9. Any non-OER material uploaded in the MOLE is for education purposes only. Distribution of any non-OER materials outside those enrolled in this class for this semester, especially without
the permission of the instructor will receive penalties, if violation of such has come to the attention of the instructor. Moreover, re-uploading of the materials to any site that will grant
access to non-enrolled students in MGT 104 (for SY 2020-21) is also strictly prohibited and will receive penalties of such violation.
10. The teacher reserves the right to modify the syllabus when necessary and demanded by the situation. If a change is made, an e-mail will be sent to all students.

Prepared by: Recommending Approval: Approved by:

MS. FARRAH MARIE SEPARA, MBM ASST.PROF. JOANA MARIE C. EDERA PROF. MA. RIZALIA TEVES
Lecturer, CEBA Chairperson, Marketing Department Dean, CEBA
 LEARNING CONTRACT

I have read the course syllabus and I understand that I have to comply with the requirements of the course and the expectations from me as a student of MGT 104, during the 2nd Semester, SY
2021 - 2022. I am fully aware of the consequences of non-compliance with the above-mentioned requirements and expectations.

_______________________________________

Printed Name and Signature of Student

Date: _____________________