OP 302.SF1–Quality Management and Process Improvement
Fall term 2016: August 28, 2016 – December 10, 2016
Shinmei (Shin) Kiyohara Sr. Adjunct Professor Ageno School of Business Golden Gate University
Contact Information Email: Tel: Office Hours: [email protected] 415-336-1542 By appointment
1. Course Description (from the GGU catalog):
This course presents a ‘systems approach’ to the collaboration of all functions in an organization
to attain customer oriented quality operations, and to maintain effective process improvement programs. The focus of this course is on the roles of customers, vendors, workers and management in setting and achieving quality and continuous process improvement goals. A special emphasis is given to leadership skills, team dynamics, training and motivating employees and process improvement techniques. We will cover Quality Philosophies and frameworks such as Business Process Re-engineering (BPR,) Kaizen Blitz, Total Quality Management (TQM,) Six Sigma and the five DMAIC process steps, Statistical Process Control (SPC,) Continuous Process Improvement, Just-in-Time Systems (JIT,) and innovations.
2. Objectives:
Strong global competition affects industries everywhere. With the value of world trade in services now at more than $1.5 trillion per year, banking & finance, law & medical services, IT & data processing, airlines, and consulting services, operations management is beginning to face many of the same international pressures for achieving quality as manufacturers. And trading block agreements, such as EU, NAFTA, and the even newer CAFTA, further change the
worldwide competitive landscape for both services and manufacturing. Regardless of which area of the world you live in, if you face international competition, the challenge is to produce services or products that can compete on a global market, and to design the processes to back them up. (Adapted from Krajewski, et al., 8th ed., p. 16.)
3. Prerequisites:
4. Required Materials:
Required Textbook:
Various articles/readings may be handed out in class and/or posted on eLearning site.
Students should try to regularly read current business periodicals, such as the SJMN; SF Chronicle, Business Week; APICS, the Performance Advantage, so that they can relate and apply the Management and Control of Quality Principles and Tools learned in this class to operations and service issues in today’s real world business operations.
Golden Gate University Library:
Library: http://www.ggu.edu/libraries/university-library/
.
A
ccess databases,
books, e-books, journals, e-journals, and guides to help you navigate the
research process.
Research Guides:
http://ggu.libguides.com/index/subject
.
Research Assistance:
http://www.ggu.edu/libraries/university-library/contact/.
Remote (off-campus) access to resources
requires you to enter
your last name and student ID# when prompted
(located on the front of your ID
card). Be sure to type in ALL 7 digits, including the starting 0. Example: 0123456.
5. After taking this course, YOU should be able to:
1. Achieve a greater understanding of the concepts, language, and applications of
Managing for Quality and Performance Excellence Principles and Tools, TQM, Six Sigma, SPC, Kaizen Blitz, Lean.
2. Develop an understanding of planning and analytical tools useful in managing and control of quality in manufacturing as well as in service operations
3. Apply appropriate skills necessary to effectively analyze SPC and Six Sigma data. 4. Recognize situations at your present or future job environment that suggests the use of
certain quantitative methods to assist you in analyzing and decision making on quality issues, process improvement.
5. Obtain a Total Quality Management perspective that will help you to apply your talents, knowledge, and analytical skills in all of your Management Careers.
6. Learning Goals and Objectives for This Course:
Textbook (required): James R. Evans and William M. Lindsey ‘Managing For Quality And Performance Excellence’, Publication Date: January 1, 2016| ISBN-13: 978-1305662544 ISBN-10: 1305662547] Edition: 10
ISBN-10: 1305662547 | Edition:10
At the conclusion of this course, the student will be able to discuss:
The History and Importance of Quality
The Three Levels of Quality
The Philosophies of Deming, Juran, and Crosby on Achieving Quality
The Importance of Customer Satisfaction and Loyalty: Measuring Customer Satisfaction
Leadership and Strategic Planning for Quality: Best Practices for Leadership
Building effective teams in organization design and Quality Improvement
Designing Processes for Quality: Kaizen and Process Improvement, Benchmarking; Business Process Re-Engineering, (BPR.), Lean Six Sigma.
Designing Effective Performance Measurement Systems: The Balanced Scorecard.
Organizational Culture and Total Quality: Change Management
The Statistical Basis of Six Sigma: DMAIC Steps of Six Sigma; Six Sigma in Services and Small Organizations; Design for Six Sigma, (DFSS)
Statistical Foundations, Statistical Thinking, Statistical Methodology
DMAIC Steps and Tools for Six Sigma Concept and Design Development; Quality Function Deployment (QFD;) the Voice of the Customer.
Process Improvement Methodologies; The Deming Cycle, Juran’s breakthrough sequence, creative problem solving
The Elements and Disciplines comprising the field of SQC/SPC for Processes.
7. Course Material Emphasis:
This course consists of both quantitative and qualitative materials. Some students may want to skip reading chapters and just work on problems. While others may put off working on problems and just try to follow along as problems are worked in the classroom. Students are encouraged to carry out both aspects to have a complete learning experience. Students should PARTICIPATE in the weekly classroom discussions regularly; READ assigned
material; WORK on practice problems, case studies and assignments, LEARN material as we cover it, and REVIEW it before exams.
8. Assignments:
A list of practice problems, mini-cases and discussion questions assigned from the text is provided in the course outline. Solutions to these will be covered in class, as needed. These will be handed in, and will be graded, and may be discussed in class. The weekly
assignments are due at the end of the assigned date. A reduction in one letter grade may accompany each day the requirements are late.
9. Individual Research Paper:
In order to provide a hands-on learning experience, to bring about a deeper understanding of Quality Management Concepts and Process Improvement Tools, and to fulfill the experiential learning components of this course, students are required to research and write up an
This Individual Research Paper (IRP) will be graded based on: Approach to researching and documenting a QMS/Company Quality policy or program(30%,) and Data Analysis and Results (50%.). The final report should be at least Eight to Ten pages long (typed, double spaced, 12 pt. ‘Times Roman’ font,). An example of your IRP outline may be structured as follows:
1. Your Quality Management System (QMS)/Company Quality Paper Topic. 2. Background of the Manufacturing Firm or Service Organization.
3. Overview of the Need of a Quality Management System/ Quality Program at the target firm.
4. Your Quality Management System (QMS) Research and Data Collection Methodology. 5. Write-up and Analysis of the Elements of Your QMS/Company Quality Program. 6. Your Conclusion and Quality Management System (QMS)/Company Quality Program Implementation Plans.
7. The Organizational Implications of having a Quality Management System (QMS.)/Company Quality Program.
Grading of the Individual Research Paper will be judged equally on four criteria.
Depth of project research (Overview): a measure of the degree of sophistication and detail in the research, including outside sources utilized.
Degree of application of knowledge (Findings): a measure of how well the practices and content covered in the course were applied to the assessments.
Extent of insight (Conclusions and Recommendations): a measure of how well the analysis discovered and justified performance improvement opportunities.
Clarity of the composition (Manuscript): organization, grammar, graphics, work plan
You will be penalized for writing that is of poor quality (e.g. incorrect grammar, misspelled words, lack of proper style, etc.). You are required to use the APA style guide. You are strongly encouraged to make use of the support services available through the University library and the Online Writing Lab.
Research paper must be submitted by the posted date. A reduction in one letter grade may accompany each day the Research Paper is late.
10. Examinations:
Midterm - This will be a web-based examination that will be taken during Week 9. It will
consist of multiple choice questions covering reading assignments, lectures, videos and class discussions from Week 1 to Week 8.
Final Exam - This will be a web-based examination that will be taken during Week 15. It will
consist of multiple choice questions covering reading assignments, lectures, videos and class discussions from Week 10 to Week 14.
All students are required to take exam(s) on the actual scheduled days and times, as NO Make-Up exams will be given. No Excuses will be accepted for missing exam(s) at the scheduled day and time. Final grades will be available via the GGU4YOU website.
Active participation in class discussion is critical to the learning
experience. As a result, it is encouraged and valued in this course. It is
the responsibility of each student to be prepared to contribute to the
class discussion by reading the material ahead of time. Class
attendance will be taken regularly, and from time-to-time, students will
be called upon to answer questions and to voice their opinions
regarding a specific issue being addressed in class.
12. Grading Criteria:
Grade Skills
A Contributions are prompt, timely, relevant, self-initiated; remarks are raised freely on all assignments throughout the course; there is no attempt to dominate
conversation.
B Student generally keeps up with the discussion. Needs some prompting to contribute.
C Participation is spotty; picks and chooses topics to get involved. Demonstrates little initiative.
D Some participation, makes relevant remarks
D- 60% - 62.9%
F 0% - 59.9%
The following total scoring system will be used:
In-Class Participation
20%
Homework Assignment
15%
Individual Research Paper
25%
Mid-Term Exam
20%
Final Exam*
20%
13.
Standards of Academic Integrity at Golden Gate University:
Golden Gate University requires students be honest in their academic work. Academic dishonesty is viewed as an ethical issue and as a violation of the principles expressed in the university's mission. Academic dishonesty defrauds all those who depend upon the integrity of the university, its courses and its degrees.
Definitions of Academic Dishonesty
Academic dishonesty is the failure to maintain academic integrity. It includes both cheating and plagiarism. Following to a large extent the California State University mandated provisions under Title V of the California Code of Regulations (Sections 41301 and 41302), cheating and plagiarism are defined as follows:
The term "cheating" is the act of obtaining or attempting to obtain, or helping in obtaining, credit for academic work through any dishonest, deceptive, of fraudulent means.
Plagiarism
Academic dishonesty is the failure to maintain academic integrity. It includes both cheating and plagiarism. The term “cheating” is the act of obtaining or attempting to obtain, or helping in obtaining, credit for academic work through any dishonest, deceptive or fraudulent means. The term “plagiarism” is defined as intentional or negligent presentation of another person’s idea or product as one’s own. More details regarding academic dishonesty can be found on page 141 in the Golden Gate Catalogue which can be accessed via www.ggu.edu website. Penalties for academic dishonesty of any type can result in being withdrawn from the course, and up to possible expulsion from the degree program.
14.
Course Outline
Week
Topic
Assignment
Week One
Quality Overview, Gurus,
Methodologies
*Read Chapter 1,2 (Evans)
*Assigned articles
*Homework assignments
Week Two
Strategy, voice of the
customer, process
management, scorecards
& operating reviews
*Read Chapter 3, 11 (Evans)
*Assigned articles
*Homework assignments
Week Three
Change Management,
soft skill, facilitation
*Read Chapter 14 (Evans) *Read Chpt 1, 2 (Pande)
*Assigned articles
*Homework assignments
Week Four
Process Focus & Six
Sigma overview
*Read Chapter 5 (Evans) *Read Chpt 3, 4, 5 (Pande)
*Assigned articles
*Homework assignments
Week Five
Process Improvement &
Six Sigma (Define)
*Read Chapter 9 (Evans) *Read Chpt 6, 7. 8 (Pande)
*Assigned articles
*Homework assignments
*Course feedback link
Week Six
Process Improvement &
Six Sigma (Measure)
*Read Chapter 9, 10, 11 (Pande)
*Assigned articles
*Homework assignments
Week Seven
Process Improvement &
Six Sigma (Analyze-
Part 1)
*Review Chapter 6 (Evans)
*Assigned articles
*Homework assignments
Week Eight
Process Improvement &
Six Sigma (Analyze-
Part 2)
*Read Chapter 12, 13, 14 (Pande)
*Assigned articles
*Homework assignments
Week Nine
Midterm Exam
*Review weeks 1 through
8 for the Midterm Exam
Week Ten
Improving & Six Sigma
(Improve)
*Review Chapter 9 (Evans) *Read Chpt 15, 16, 17 (Pande)
*Assigned articles
Week Eleven
Statistical Process
Control (Control- Part 1)
*Read Chapter 8 (Evans) *Read Chpt 18, 19, 20 (Pande)
*Assigned articles
*Homework assignments
Week Twelve
Statistical Process
Control (Control- Part 2
*Read Chapter 8 (Evans) *Read Chpt 18, 19, 20 (Pande)
*Assigned articles
*Homework assignments
Week Thirteen
Lean Six Sigma
*Assigned articles
*Homework assignments
Week Fourteen
DMADV/Design for Six
Sigma
Research Paper Due
*Read Chapter 7 (Evans) *Read Chpt 21 (Pande) *Research Paper Due
*Assign articles
*Homework assignments
Week Fifteen
FINAL EXAM
*Review weeks 10
through 14 for the Final
Exam
15.
Instructor Bio:
ACADEMIC: Shinmei (Shin) Kiyohara holds a BS in Transportation and MBA in
Management from Golden Gate University. Instructor is also board certified by APICS, holding the CPIM certification, (Certified in Production and Inventory Management,) and the CSCP (Certified Supply Chain Professional.) Instructor has also been awarded the CPSM (Certified Professional in Supply Management) from the Institute of Supply Management (ISM). Instructor is also a Certified Lean Six Sigma Master Black Belt.
PROFESSIONAL: Shin Kiyohara is currently the Managing Director of Gain Management
