325-318 Quality Management

325-203 Operations Management. Students who have other relevant subjects may apply directly to the coordinator.

This subject develops an understanding of the philosophy, concepts and practical methods by which firms can pursue 'quality management' and best practices. The subject will use the management literature on quality and case studies of organisations with a strong customer and process management focus. It will emphasise the internal arrangements that are needed to support such a focus. The 'quality organisation' is focused on achieving an acute customer focus and translating that into service and product designs, then achieving process control in the supply of value adding products, services and activities. Continuous improvement of all processes and the involvement of staff at all levels is a prerequisite for achieving this. Many of the world's best companies, such as Toyota and GE, have achieved their leadership positions through the pursuit of quality-based initiatives, and this subject includes a review of recent studies that have shown the performance improvements that are available.

A 2-hour end-of-semester examination (60%) and assignments totalling not more than 2500 words (40%).