325-318 Quality and Business Process Management

325-203 Managing Operations.

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.

• High level of development: written communication; problem solving; application of theory to practice; interpretation and analysis; synthesis of data and other information; evaluation of data and other information; receptiveness to alternative ideas.

• Moderate level of development: oral communication; collaborative learning; team work; statistical reasoning; critical thinking.

• Some level of development: use of computer software; accessing data and other information from a range of sources.

A 2-hour examination (60%) and assignment(s) totalling not more than 4000 words (40%).