APW 373 PRODUCTIVITY AND QUALITY CONTROL Noorliza Karia

COURSE SYNOPSIS
This course contains concepts, theories, knowledge and techniques
of quality control, quality assurance, total quality management,
quality systems and standards. The impact of quality improvement
and its assurance upon enterprise productivity will also be
discussed alongside sustainability, ethical and entrepreneurship
elements. Appropriate operations management software will be
introduced wherever applicable.

Course Objective
The objective of this course is to introduce concepts, theories and
techniques of quality management. This course trains students with
School of Management
practical skills and statistic to produce a quality plan, and solve
Semester 2, Academic Session 2019/2020
quality problems. This course explain the importance and
usefulness of quality management in enterprise productivity
Bachelor of Management
At the end of the course, student able to:
COURSE OUTLINE
APW 373/3 PRODUCTIVITY AND QUALITY CONTROL HASIL PEMBELAJARAN KAEDAH
BIL. PO LT SS
KURSUS PENILAIAN
1 Demonstrate quality principle, P03 C3 CTPS5 PA, 13
quality tool and technique for
Lecturer: Associate Professor Dr. Noorliza Karia sustainable business
Day/Time : Tuesday/11.00 – 1.00 pm concepts
Lecture Hal : Auditorium GSB 2 Discuss the implications of P04 A2 CS3 53
green productivity and quality
Tutorial : Tuesday/1.00-2.00 pm towards competitiveness and
Room No : 241 (SOM main building) sustainability
Email : noorliza@usm.my 3 Explain strategy, standard, P06 A4 EM3 37
Phone No : 04-653-2528 technique, technology and
issues in green productivity
and quality
Detailed course assessment Assessment Course Learning *Levels of
Coursework: 40% Objectives Outcomes Learning
Participation/presentation 10% Individual 1, 2 1, 2 K, C, AP
Report (Project) 20% Group 1, 2, 3, 4 1, 2, 3, 4 K, AP, AN, S,
Midterm Exam 10% Assignment E
Final Exam (comprehensive) 60% Mid-Semester 1, 2, 3 1, 2, 3, K, C, AP, AN,
TOTAL 100% Exam S, E
Final Exam 1, 2, 3, 4 1, 2, 3, 4 K, C, AP, AN,
STUDENT LEARNING TIME (SLT) S, E
SLT Descriptions Hours * Levels of Learning:
Face to face  Lecture (NO 1) 28  Knowledge (K)
Activities  Tutorial (NO 3) 12  Comprehension (C)
 Consultation/discuss 2  Application (AP)
project (NO 7)  Analysis (AN)
Self-Learning  Independent Learning 54  Synthesis (S)
Activities (NO 8, NO 9)
 Evaluation (E)
 Preparation for lecture 40
and tutorial (NO 2, NO 4)
DESCRIPTION OF ASSESSMENT:
 Assessment Preparation 17
(NO 11, NO 13)
Coursework (40%):
Formal  Continuous Assessment 4 The coursework portion (40%) for this course is divided into three
Assessment (Mid-term/presentation) components as follows:
(NO 10)
 Final Exam (NO 12) 3 Mid-Term Test (10%)
TOTAL SLT 160 The Mid-Term Test primarily seeks to gauge student’s general
understanding of the course, and to examine student’s ability to
identify and differentiate important terms and concepts.

Individual (10%)
Students are required to perform the presentation, tutorial questions
and activities.

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Group Assignment (20%):
Group assignment must be based on research that includes four 4. Each report should have a cover and table of content. The
chapters: Introduction, Literature Review, and Research report should be typed in English using font 12 (Times New
Methodology and Interview findings Roman) with single spacing. A4-sized papers should be
This group assignment is a major requirement of this subject. As used.
such it should
 be researched and reported properly 5. The report should be comprehensive and systematic. The
 be presented length of the report should less than 10, 000 words.
 be original and performed as a team effort
6. Report writing should follow the format given by the
Final exam (60%): instructor as follows:
The final exam is a 3-hour exam paper consisting of objective (i) Acknowledgement
questions, case-related questions, and essay questions. (ii) Abstract
(iii) Introduction
(iv) Literature review
DESCRIPTION OF TEACHING-LEARNING METHODS: (iii) Research methodology
 Lecture (iv)Findings
 Tutorials (v) Discussion and implication
 Presentation (vi)Conclusion
 Library Search (vii) References
(viii) Appendices
GROUP ASSIGNMENT
1. Each group should have 4 members (appropriate 8. References used in the report should be recorded either as
numbers will be determined by the instructor). Group footnotes or in the references section.
members should be heterogeneous as far as possible in
terms of gender and ethnicity. 9. Each member of the group should declare their own
contribution at the beginning of the report. Marks will be
2. Each group should select a leader. The group leader must given accordingly.
register the group members, along with their e-mail
addresses and telephone numbers to the respective 10. Information on the front cover should include the following:
instructor by the first week of class. (I) Course :
(ii) Semester :
3. Project assignment should be submitted as specified by the (iii) Academic Session :
instructor (Week 10, before 5 pm). No marks will be given (iv) Lecturer Name :
for late submission. (v) Group Number :

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 (vi) Title :
(vii) Name of Members, Their Matric Numbers, Program of 2 Quality Theory
Study, and Year of Study.  What is Theory?
 Leading Contributors to Theory
ATTENDANCE  Viewing Quality Theory from a Contingency
Students have to fulfil 70% class attendance requirement. Failure to Perspective
observe this rule will result in the student not being able to sit for the  Resolving the Differences in Quality Approaches
final exam. You are requested to be punctual for all classes. If there
 Theoretical Framework for Quality Management
is absence, students must submit the medical certificate or any
official evidence to get permission from lecturer.
3 Global Supply Chain Quality & International Quality
MAIN TEXTBOOK Standards
Foster, S. Thomas Jr. Managing Quality: Integrating the Supply  Managing Quality for the Multinational Firm (MNF)
Chain. 6th Edition. Upper Saddle River, New Jersey: Pearson  Quality Improvement: The American Way
Education, Inc., 2017.  Quality Improvement: The Japanese Way
 Quality Improvement: The European Way
SUPPLEMENTARY READINGS  ISO 9000:2000
i. Evans, James R. & Lindsay, William M. Managing for Qualiti  Quality Improvement: The Chinese Way
and Performance Excellence. 10th Edition. USA: Cengage  Are Quality Approaches Influenced by Culture?
Leaning, 2017.
ii. Montgomery, Douglas C. Introduction to Statistical Quality 4 Strategy Quality Planning
Control. 8th Edition. New York: John Wiley & Sons, Inc., 2019.  Strategy Content
iii. Sharma, S. Total Quality Management: Concepts, Strategy and  The Importance Of Time In Quality Improvement
Implementation for Operational Excellence. 1st Edition. SAGE  Leadership For Quality
Publications Pvt. Ltd., 2018.  Quality And Ethics
SCHEDULE OF COURSE CONTENTS  Quality As A Strategy
 Quality Strategy Process
Week Discussion Topic
 Deploying Quality
 Does Quality Lead to Better Business Results?
1 Introduction to Quality
 Supply Chain Strategy
 What is Quality?
The Voice of the Customer
 Differing Functional Perspectives on Quality
5  Customer Driven Quality
 The Three Spheres of Quality
 Customer –Relationship management
 Other Perspectives on Quality
 The “Gaps” approach to Service Design
 Arriving at a Common Perspective

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  Segmenting Customers and Markets 8 Mid Term Exam
 Strategic Supply Chain Alliances between
Customers and suppliers 9 Designing Quality Services
 The Role of the Customer in Supply Chain  Differences Between Services And
 Communicating Downstream Manufacturing
 Actively Solicited Customer-Feedback  What Do Services Customers Want?
Approaches  SERVQUAL
 Passively Solicited Customer-Feedback  Designing And Improving The Services
Approaches Transaction
 Managing Customer Retention and Loyalty
 The Customer Benefits Package
 Customer-Relationship Management Systems
 Explain the importance of physical inventory and
The Voice of the Market warehouse management.
6  What Do We Mean By “The Voice Of The  Identify the activities for warehouse
Market?” management.
 Gaining Insight Through Benchmarking  Calculate the cube utilization and accessibility.
 Purposes Of Benchmarking  Develop a schedule of counts.
 Difficulties In Monitoring And Measuring
Managing Supplier Quality in the Supply Chain
Performance
10  The Value Chain
 Commonly Benchmarked Performance
 Supplier Alliances
Measures
 Supplier Development
 Business Process Benchmarking
 Applying The Contingency Perspective To
 Leading And Managing The Benchmarking Effort
Supplier Partnering
 Baselining And Engineering
 A Supplier Development Program
 Problems With Benchmarking
 Acceptance Sampling And Statistical Sampling
Techniques
7 Quality & Innovation in Product & Process Design  Building An Understanding Of Supply Chain
 Designing Products for Quality Quality Management
 The Design Process
 Quality Function Deployment (QFD)
 Technology in Design
 Other Design Methodologies
 Designing for Reliability
 Product Traceability and Recall Procedures
 Environmental Considerations in Design.

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11 The Tools of Quality STUDENTS’ RESPONSIBILITIES
 Improving The System 1. Students are required to attend classes and tutorials at the
 Ishikawa’s Basic Seven Tools Of Quality registered slots.
 Seven New Tools For Improvement
 Other Tools For Performance Measurement 2. Students must read the relevant chapter/s that is/are listed in
the course outline prior to attending class.
Six Sigma Management & Lean Tools
3. Students must show satisfactory attendance in lectures and
 What is Six-Sigma?
tutorials. Those who fail to meet the minimum attendance
 Organizing Lean Six-Sigma
requirements will be barred from sitting the final examination.
 DMAIC Overview
 DMAIC Phases PLAGIARISM
 The Taguchi Design of Experiments
 Design for Six-Sigma Kindly take note that USM and the School of Management will not
 Lean Six-Sigma from a Contingency Perspective tolerate any form of plagiarism by undergraduate students in their
12 Statistically Based Quality Improvement for term papers, projects, dissertation, or examination. The American
Variables Psychological Association (APA) defines Plagiarism as
 Statistical Fundamentals representing “portions of another’s work or data as [your] own, even
if the other work or data source is cited occasionally”
 Process Control Charts
(http://www.apa.org/ethics/code2002.htm1#8_11).
 Some Control Chart Concepts for Variables
 Process Capability for Variables Students may be guilty of plagiarism if they use someone else’s
 Other Statistical Techniques in Quality Management work as their own without citing the source in their work (report,
13 Statistically Based Quality Improvement for term paper, dissertation, etc.). This includes direct copying,
Attributes rephrasing, summarizing, taking someone else’s idea and putting it
 Types of attributes in different words, or directly quoting passages or ideas but citing
 Generic process for developing attribute charts the work as a general source.
 Understanding attribute charts
 Choosing the right attributes chart Please refer to the APA Publication Manual (2001) as a guide in
 Reliability models citing and referencing other people’s work to avoid being accused
14 Project Presentation of plagiarism.
 Green Productivity and Quality towards
Competitiveness and Sustainability The penalty for plagiarism is an F for the course, RM200 fine, and if
found guilty by the University Disciplinary Committee, is ground for
Final Exam
suspension and academic dismissal.