Leader: Dr Richard Cooney
Caulfield First semester 2006 (Day)
Synopsis: Introduction to Total Quality Management (TQM) with focus on customers, people working within systems, variation that occurs in all systems, continuous improvement approaches, team-working and empowerment, organisational culture change and the implementation of TQM. The process of ISO 9000 certification and the National Quality Awards (Australian, USA, European) are also covered in some detail.
Assessment: Tutorial participation: 10% + Individual assignment (2000 words): 20% + Group assignment (3000 words): 30% + Examination (2 hours): 40%
Contact Hours: Three hours of class contact