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QUALITY MANAGEMENT

MODULE HANDBOOK

  • GENERAL INFORMATION

SCHOOL

SCHOOL OF ECONOMIC AND MANAGEMENT STUDIES

DEPARTMENT

DEPARTMENT OF BUSINESS ADMINISTRATIONS

LEVEL OF STUDY (BSc/MSc)

BSc

COURSE CODE

703

SEMESTER

7th

COURSE TITLE

QUALITY MANAGEMENT (QM)

INDEPENDENT TEACHING ACTIVITIES
in case the credits are awarded in separate parts of the course e.g. Lectures, Laboratory Exercises, etc. If the credits are awarded uniformly for the whole course, indicate the weekly teaching hours and the total number of credits.

WEEKLY TEACHING HOURS

CREDIT UNITS

4

5

 

 

Add rows if needed. The teaching organization and teaching methods used are described in detail in (d).

COURSE TYPE

general background, special background, general knowledge specialization, skills development

General background

PREREQUISITE COURSES:

 

None

LANGUAGE OF TEACHING and EXAMS:

Greek

IS THE COURSE OFFERED TO ERASMUS STUDENTS

No

ELECTRONIC COURSE PAGE (URL)

  • LEARNING OUTCOMES

Learning Outcomes

The learning outcomes of this course, knowledge and skills that will be gained, and abilities of an appropriate level that students will acquire after the successful completion of the course.

Refer to Appendix A.

  • Description of the Level of Learning Outcomes for each course of study according to the Qualifications Framework of the European Higher Education Area
  • Descriptive Indicators of Levels 6, 7 & 8 of the European Qualifications Framework for Lifelong Learning and Annex B
  • Summary Guide for writing Learning Outcomes

The aim of the course is to introduce students to the fundamental principles in Quality Management (QM), as well as to methods, tools and techniques that are widely used for improving the quality of products, services and processes. In addition, the course indents to equip students with the appropriate knowledge and skills in applying the available QM tools and approaches, such as statistical process control, quality assurance systems etc., that can enhance organizations’ competitive advantage, profitability and economic viability by meeting and even exceeding customers’ needs and expectations. Furthermore, understanding the Total Quality Management (TQM) philosophy, concepts and applications in various business cases is among the main learning outcomes of this course.

In particular learning outcomes include, but are not limited to, the following aspects:

  • defining quality, understanding key concepts in QM and realizing the advantages of quality improvement processes
  • learning the historical development of the QM scientific area, the QM gurus, QM theories and models, quality awards
  • understanding the notion of quality cost
  • getting to know the fundamental principles and philosophy of TQM
  • realizing the advantages from TQM applications
  • becoming familiar with the main QM methods and tools
  • recognizing the key aspects of quality assurance, and studying the international quality standards and quality certification process
  • being able to understand how to develop and evaluate QM policies

General Skills

Taking into account the general skills that the graduate must have acquired (as they are listed in the Diploma Supplement and are listed below) which of the following is the aim of the course ?

Search, analysis and synthesis of data and information, using the necessary technologies

Adaptation to new situations

Decision making

Autonomous work

Teamwork

Working in an international environment

Work in an interdisciplinary environment

Production of new research ideas  

Project design and management

Respect for diversity and multiculturalism

Respect for the natural environment

Demonstration of social, professional and moral responsibility and sensitivity in gender issues

Exercise criticism and self-criticism

Promoting free, creative and inductive thinking

……

Other…

…….

General skills that would be acquired by students, upon completion of the course, are:

-          Pursue, analysis and synthesis of data and information using new technologies

-          Well - informed decision making and problem solving in QM

-          Skills in designing quality systems and understanding their performance

-          Ability to comprehend the competitive advantages of building quality in systems

-          Production of new and innovative research ideas

-          Ability to systematically address cases and real-world applications related to quality management problems

-          Being able to work as a member in a team, as well as autonomously, pursuing the appropriate solutions to contemporary QM problems

-          Ability to comprehend and work on international quality standards (ISOs)

  • COURSE CONTENT

The content of the course pivots on the following key subject units:

  • Key characteristics and various definitions of quality, basic concepts in QM, advantages of building quality in systems, quality dimensions, quality policies
  • Quality economics (Quality costs, pertinent models, examples and case studies)
  • Historical developments in QM, QM gurus, TQM models, QM awards
  • The philosophy and fundamental principles of TQM
  • Quality improvement methods and tools (Pareto analysis, histograms, cause and effect diagram, scatter diagram, stem & leaf diagram, statistical process control, control charts, flow chart, etc)
  • Quality Function Deployment (QFD) and House of Quality
  • Benchmarking
  • The Lean philosophy and Six Sigma approach
  • International Quality Standards and Certifications
  • Evaluation of Quality Deployment Policies

 

 

 

  • TEACHING AND LEARNING METHODS - EVALUATION

TEACHING METHOD
Face to face, distance learning, etc..

In-person lectures

USE OF INFORMATION AND COMMUNICATION TECHNOLOGIES
Use of ICT in Teaching, in Laboratory Education, in Communication with students

Use of ICT in teaching and communication, use of the lab facilities

TEACHING ORGANIZATION

The teaching methodologies are described in detail.

Lectures, Seminars, Laboratory Exercise, Field Exercise, Bibliography study & analysis, Tutoring, Internship (Placement), Clinical Exercise, Art Workshop, Interactive teaching, Study visits, Study work, artwork, creatio, etc

 

Indicate the student's study hours for each learning activity as well as the non-guided study hours according to the ECTS principles

Activity

Semester Workload

Lectures

40

Practice in lab

20

Publications study

20

Assignments

30

Exams’ Preparation

40

Final Examination

2

Course Total  Effort

152

STUDENT EVALUATION

Description of the evaluation process

 

Assessment Language, Assessment Methods, Formative or Concluding, Multiple Choice Test, Short Answer Questions, Essay Development Questions, Problem Solving, Written Assignment, Report / Report, Oral Examination, Public Presentation, Public Presentation, Others

 

Explicitly defined assessment criteria are stated and if and where they are accessible to students.

Greek would be the assessment language.

Student evaluation is performed based on the degree of accomplishment of the aforementioned learning outcomes.

In particular the evaluation process is realized as follows:

  1. final written exam of 2-hour duration that contributes 70% to the total grade, through which all learning objectives are examined. The exam comprises
  2. several questions requiring short answers and assess students’ knowledge and ability to comprehend basic concepts, relevant principles and methods in QM, as well as
  3. some more complex problems that require in-depth study, problem solving skills and critical thinking on the pertinent learning material.
  4. one written assignment that contributes 30% to the final grade and attempts to assess all learning outcomes presented previously. The assignment entails the development of an application or case study in QM that demonstrates aspects learned in class and applied on a real-world problem. Through the assignment students will be able to state the problem in unambiguous terms, analyze the methodological approach to address it, present and interpret the results, while becoming familiar and absorbing fundamental principles, methods and practices in QM.
  • BIBLIOGRAPHY

Textbooks

  • Στειακάκης Εμμανουήλ και Κωφίδης Νικόλαος, Διοίκηση και Έλεγχος Ποιότητας, Εκδόσεις Τζιόλα, 2016
  • Τσιότρας Γεώργιος, Διοίκηση Ολικής Ποιότητας, Broken Hill Publishers, 2016
  • Αυλωνίτης Σταμάτης, Στοιχεία Ελέγχου και Διασφάλισης Ποιότητας, Εκδόσεις ΙΩΝ, 2012
  • Ζαβλανός Μ. Η Ποιότητα στις Παρεχόμενες Υπηρεσίες και τα Προϊόντα, Αθήνα, 2006
  • Κέφης Β. Διοίκηση Ολικής Ποιότητας, Εκδόσεις ΚΡΙΤΙΚΗ, 2005
  • Besterfield, D.H. Quality Control, 8th Edition, Pearson / Prentice Hall, 2009
  • Goetsch D.L. and Davis, S.B. Quality Management, 6th edition, Prentice Hall, 2009
  • James R. Evans and William M. Lindsay, The Management and Control of Quality, 7th Edition, Southwestern, 2008
  • Oakland J., Total Quality Management – The route to improving performance, Butterworth-Heinemann, 1993

Scientific Journals

  • Total Quality Management and Business Excellence
  • Journal of Quality Management
  • Quality
  • Quality and Reliability Engineering International
  • Quality Engineering
  • The Quality Assurance Journal