Department of Management Sciences

University of Gujrat
Course Outline FALL-2023

Course Information
Course Title Total Quality Management Course Code MGT -408
Credit Hours 3 Course Level BBA 7th
Instructor Information
Name Dr. Muhammad Ajmal Office Room 110
Email Dr.ajmal@uog.edu.pk Contact No. 0333-0465536

Course Details
1: Course Description
Total Quality Management aims to define all quality aspects and explain their importance in
organizations. It details the key components of quality management and its relevance to
organizations producing goods and services. It focuses on the different views of quality and
stands for some of the latest ways organizations can incorporate quality into their goods and
services. It helps the organization regardless of its size and business nature within its domain.

This course provides an overview of Total Quality Management concepts required in today’s
dynamic competitive business environment. By taking this course, the qualified professional will
be equipped with basic Management tools and techniques which can be utilized in his job,
business, or any other professional activity. He will be able to learn TQM at a macro level
scenario, an Introduction and overview of quality concepts, Leadership, Customer satisfaction,
Employee involvement, Continuous Process Improvement, Quality systems, Benchmarking,
Quality by Design, and Failure Mode and Effects Analysis.
2: Course Objectives
It would aid the students in clearly understanding the concepts, methods and techniques, and
issues involved in improving operations. It also provides students with the tools, conceptual
frameworks, and technological understanding necessary to manage and improve operations in
today’s increasingly challenging and complex business environment. It brings together important
new concepts in operations management and information technology, showing students how to
build operations that will be a lasting competitive advantage.
3: Course Learning Outcomes
 Relate personal management activities to total management responsibilities
 Better customer satisfaction, understanding the quality dimension of product/ Process
 Explain quality from a management point of view.
 Know how to implement and manage quality programs in your environment.
 Appreciate the necessity for a quality focus for the successful performance of modern
organizations.
 Describe that implementing a quality program must include the process of continuous
improvement and lifelong learning.
 Appreciate how your specialist areas can and are required to contribute to the quality
management processes in an organization, whether manufacturing, services, government,
education, healthcare, or an NGO.

4: Course Pre-requisite/s
Page 1 of 5
 Department of Management Sciences
University of Gujrat
Course Outline FALL-2023
Essentials of Management (MGT-314), Human Resource Management (MGT-318)
5: Recommended Textbooks and Journals
1. Besterfield, D. H., Besterfield-Michna, C., Besterfield, G. H., Besterfield-Sacre, M.,
Urdhwareshe, H., & Urdhwareshe, R. (2014). Total Quality Management Revised
Edition: For Anna University, 3/e. Pearson Education India.
6: Course Readings
1. Dahlgaard, J. J., Khanji, G. K., & Kristensen, K. (2008). Fundamentals of total quality
management. Routledge.
2. Dale, B. (2015). Total quality management. John Wiley & Sons, Ltd.
3. Ross, J. E., & Perry, S. (1999). Total quality management: Text, cases, and readings. CRC
Press.
7: Course Evaluation Criteria
The grade for this course is composed of the mark received for each of the following
components:
Exam Type Percentage Marks
Mid Term Exam 25
Assignments 15
Quiz 4
Project /Presentation 6
Final Paper 50
Total Marks 100
8: Plagiarism Policy
Zero tolerance policy for plagiarized assignments or projects; if it is more than 20%, it will
get zero marks
9: Assignment/Presentation/Case Study Briefings
Assignments will be given during class at different point intervals. The assessment approach is
based on a concern for assessing the quality of the learning outcomes achieved by the student.
The assignments are structured to assess group and individual performance and will involve
evaluating and applying to a given task.
Research The report should present evidence beyond the standard
textbook material and company-provided information. There
should be evidence of information and data from various
sources, including the use of literature to support the argument.
Analysis The quality and quantity of the analytical input, including
application of theoretical models, frameworks, and concepts,
together with logical reasoning and arguments.
Understanding Demonstration of knowledge and understanding of the subject
materials and chosen organization in the context of their
marketing
Evidence Use of evidence from literature and research journals, and
similar sources to support assertions and conclusions
Presentation Quality of standard of presentation, including the use of logical
structure, use of headings and subheadings, use of diagrams,
appropriate references, citation of published sources and
appendices.
Writing Skills Quality of the written work in terms of grammar, syntax and
and spelling, and also clarity, cogency, and economy for writing
Page 2 of 5
 Department of Management Sciences
University of Gujrat
Course Outline FALL-2023
Techniques style
Project /Presentations
The project is assigned on the Comparison of ISO 9001 2008 VS ISO 9001 2015. The project
requirement is the summary of both documents, are changes in both documents, the difference in
their clauses and visit of an ISO 9001 organization, and how they are implementing the QMS.
10: Class Attendance and Missed Exam Policy
Students are required to attend all classes in the course. Students who miss classes are far more
likely to meet the requirements of the course. A student who misses more than five classes will
get zero in-class participation. If a student does not attend a minimum of 70% of total classes
he/she will not be permitted to take final examination in the course.

Students are advised not to miss any exam under any circumstances. A makeup exam will be
allowed only under very special circumstances and that too only after the approval of the
Chairperson of the department.

Sixteen Weeks Plan

Week Class Course Contents/Activities *Teaching Method Deadlines
1 Introduction and Overview Lecture
TQM
Definition of Quality, Gurus of
Total Quality Management,
1 2 Historical overview, Obstacles, Lecture +case study
Benefits of TQM
Case study: Implementation of
TQM in a manufacturing
organization
3 Leadership Lecture Assignment
Leadership Definitions , assigned
2 characteristics of quality leaders
4 Seven habits of highly effective Lecture
people, Deming Philosophy ,
5 Leadership Role of TQM Lecture +case study
leaders ,Quality Council, Quality
Statements
Case study :Two Global leader
3 compete through TQM
6 Strategic Lecture Assignment
Planning ,Communications in assigned and
organizations submitted last
assignment
4 7 Customer Satisfaction Lecture
Customer Perception of Quality,
8 feedback, Service Quality, Lecture +case study
Customer Retention
case study : implementation of
Page 3 of 5
 Department of Management Sciences
University of Gujrat
Course Outline FALL-2023
TQM in service sector
9 Employee Involvement Lecture
Motivation, Empowerment,
Teams, Recognition and Reward,
10 Gain sharing, performance Lecture Assignment
5
appraisal, Unions and employee assigned and
Involvement and Benefits submission of
last
assignment
11 Continuous Process Lecture
Improvement
Process, The Juran Trilogy,
Improvement strategies,
12 types of problems, PDSA cycle, Lecture +case study
6
Problem Solving Methods,
Kaizen, Reengineering
case study : Implementation of
Juran quality improvement in
textile industry
13 Performance Measures Lecture
Basic concepts , performance
measures
7 14 Strategy, Quality Cost, Lecture
improvement action strategy and
plan
15 Benchmarking ,Introduction, Lecture Assignment
Benchmark defined, assigned and
Understanding current submission of
8 performance, last
assignment
16 Planning, pitfalls and criticism of Lecture
benchmarking
9 17 & 18 Mid-term Examination
19 Quality Management Systems Lecture
Introduction
10 20 benefits of ISO registration ,ISO Lecture
9000 Series of standards, ISO
9001 requirements
21 Parameters of ISO 9001 Lecture
22 implementations, documentations, Lecture +case study Project
Internal audits, Registration assigned
11
case study :Implementation of the
theory of holistic management for
world class performance
12 23 Quality by Design Lecture
Introduction , rationale for
implementation
24 benefits ,design for six sigma , Lecture
Page 4 of 5
 Department of Management Sciences
University of Gujrat
Course Outline FALL-2023
Communication model,
25 Quality by Design Lecture
13 Implementation
26 tools ,misconception and pitfall, Lecture
27 Failure Mode and Effect Lecture Assignment
Analysis (FMEA) assigned and
Introduction, Reliability and its submission of
14 requirement last
assignment
28 Failure Rate and product life cycle Lecture
, Intent of FMEA, FMEA teams
29 Failure Mode and Effect Analysis Lecture + case study
(FMEA)
Stages of FME
Case study :Implementation of
15
TQM technique to reduce failure
30 The Design and Process of Lecture Project and
FMEA, Documents, other types of assignment
FMEA submission
31 Presentation of projects Presentation
16
32 Presentation of projects Presentation
End-term Examination
*Lecture, Discussion, Class Seminar, Case Study, Presentation etc

Signature Signature
Course Instructor Coordinator Specialization

Signature Signature
Chairperson, Department of Management Dean, Faculty of Management and
Sciences Administrative Science

Page 5 of 5