Week 1
Devry BSOP – 588
Week 1: Introduction to Quality Management - Discussion
1) Definition of Quality
2) Quality in Your Organization (graded)
Week 2
Devry BSOP – 588
Week 2: The Importance of QualityManagement Philosophies - Discussion
1) Quality Philosophies
2) Quality Awards
Week 3
Devry – BSOP 588
Strategy, the Customer and Quality Management - Discussion
1) Voice of the Customer (VOC)
2) The Kano Model (graded)
· Week 3 (Measuring Customer Service)
Week 4
Devry BSOP – 588
Workforce and Leadership for Excellence in Quality Management - Discussion
1) Quality Focus
2) Alignment of Strategy and Quality Mgmt. (graded)
· Devry BSOP – 588 Week 4 Midterm (Essay Questions)
Grade Details - All Questions
1.
Question :
(TCO A) Discuss how a fast-food restaurant could measure its quality effectiveness using each of the following definitions of quality: product-based, user-based, value-based, and manufacturing-based.
2.
Question :
(TCO B) Explain each of the following statements as they apply to modern quality management.
a. Customer service is the rule, not the exception.
b.. The absence of defects is a given rather than a source of competitive advantage.
3.
Question :
(TCO A) Explain the three core principles of total quality.
4.
Question :
(TCO H) Discuss how front-line employees are critical to customer assessment of service quality. Identify the challenges faced by front-line employees.
5.
Question :
(TCO B) Cite two ways that the accounting function can contribute to the achievement of quality.
6.
Question :
(TCO C) Deming states that knowledge is not possible without theory, and experience alone does not establish a theory. Explain this statement as it applies to management decision making.
Week 5
Week 5: Performance Measurement in Quality Management - Discussion
1) Performance Metrics &
2) Cost of Quality (COQ)
· BSOP 588 Week 5 Case Study (Quality in Practice)
·
Week 7
· General Electric Quality Management
· BSOP 588 Week 7: Managing Quality Course Project
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