Undergraduate Course: Quality Management (BUST10024)

Course Outline
School	Business School	College	College of Humanities and Social Science
Credit level (Normal year taken)	SCQF Level 10 (Year 3 Undergraduate)	Availability	Available to all students
SCQF Credits	20	ECTS Credits	10
Summary	This course provides students with an appreciation of the issues, techniques and concepts involved in the field of quality management.
Course description	Student Learning Experience The lecture programme provides an overview of quality management concepts and techniques, supported by suggested readings from the course texts supported by group case study exercises. The compulsory supporting exercises will use the computer resources to develop specific knowledge and skills at a time suitable for the student. The course project requires the students to write a report describing and analysing the management of quality in an organisation of their choice based on direct observation and interviewing. The coverage of quality management requires a multidisciplinary approach, integrating concepts and techniques based on systems, behavioural and quantitative techniques. To overcome the lack of experience of business practice amongst students, the teaching, course-work and supporting computer exercises are strongly case oriented, with a course Web site providing supporting material. The teaching sessions will address the wide range of topics involved in operations management. These topics will be related in groups and individual exercises to particular situations, in order to show how principles apply in practice. Finally, the course-work project will provide an opportunity for students to analyse and discuss the issues in a case study of their own choice. Lecture topics: 1. The Importance of Quality 2. Quality Management Systems 3. Statistical Approaches to Quality 4. Self-Assessment Models 5. Techniques to Link Operations to Customers 6. STUDY WEEK ż NO LECTURES 7. Service Quality 8. Quality in the Public Sector 9. Quality and People 10. Quality Management as Innovation 11. Project Presentations and Course Overview

Entry Requirements (not applicable to Visiting Students)
Pre-requisites		Co-requisites
Prohibited Combinations		Other requirements	Business Studies Honours entry.

Information for Visiting Students
Pre-requisites	Visiting students should have at least 3 Business Studies courses at grade B or above (or be predicted to obtain this). We will only consider University/College level courses.
High Demand Course?	Yes

Course Delivery Information

Academic year 2015/16, Available to all students (SV1)		Quota: None
Course Start	Semester 1
Timetable	Timetable
Learning and Teaching activities (Further Info)	Total Hours: 200 ( Lecture Hours 20, Summative Assessment Hours 2, Revision Session Hours 2, Programme Level Learning and Teaching Hours 4, Directed Learning and Independent Learning Hours 172 )
Assessment (Further Info)	Written Exam 50 %, Coursework 50 %, Practical Exam 0 %
Additional Information (Assessment)	Individual project (50%) - the word limit, not including the summary or any appendices, is 2500 words. Final exam (50%) Visiting Student Variant Assessment One project (50%) and a one 3000 word min essay (50%).
Feedback	Generic feedback on your coursework, together with individual marks, will be available on Learn. You can also look at your individual feedback in the UG Office (Room 1.11, Business School, 29 Buccleuch Place) and take away a copy of the feedback form, but you will not be able to take away the original piece of coursework, as it may be required by the Board of Examiners. Your examination marks will be posted on Learn (together with generic feedback and examination statistics) as soon as possible after the Boards of Examinersż meeting (normally early-mid June). During the summer months (i.e. mid/end June ż end August), you may come into the UG Office (Room 1.11, Business School, 29 Buccleuch Place) to look at your examination scripts. Note that you will not be able to remove any examination scripts from the UG Office as they may be required by the Board of Examiners. Continuing students will also be given the opportunity to review their examination scripts early in the new academic year in Semester 1 (i.e. in October).
Exam Information
Exam Diet	Paper Name		Hours & Minutes
Main Exam Diet S2 (April/May)			2:00

Academic year 2015/16, Part-year visiting students only (VV1)		Quota: None
Course Start	Semester 1
Timetable	Timetable
Learning and Teaching activities (Further Info)	Total Hours: 200 ( Lecture Hours 20, Revision Session Hours 2, Programme Level Learning and Teaching Hours 4, Directed Learning and Independent Learning Hours 174 )
Assessment (Further Info)	Written Exam 0 %, Coursework 100 %, Practical Exam 0 %
Additional Information (Assessment)	Individual project (50%) - the word limit, not including the summary or any appendices, is 2500 words. Final exam (50%) Visiting Student Variant Assessment One project (50%) and a one 3000 word min essay (50%).
Feedback	Generic feedback on your coursework, together with individual marks, will be available on Learn. You can also look at your individual feedback in the UG Office (Room 1.11, Business School, 29 Buccleuch Place) and take away a copy of the feedback form, but you will not be able to take away the original piece of coursework, as it may be required by the Board of Examiners. Your examination marks will be posted on Learn (together with generic feedback and examination statistics) as soon as possible after the Boards of Examinersż meeting (normally early-mid June). During the summer months (i.e. mid/end June ż end August), you may come into the UG Office (Room 1.11, Business School, 29 Buccleuch Place) to look at your examination scripts. Note that you will not be able to remove any examination scripts from the UG Office as they may be required by the Board of Examiners. Continuing students will also be given the opportunity to review their examination scripts early in the new academic year in Semester 1 (i.e. in October).
No Exam Information

Learning Outcomes
On completion of this course, the student will be able to: Describe the use of Baldrige Award criteria, Business Excellence Model, ISO9000, ISO14000 and Investors in People. Use models of quality costs, customer service and organisational changes a foundation for analysing the management of quality in organisations. Understand and discuss the principles of statistical process control, failure modes effect analysis, process quality costing, Taguchi methods and problem analysis techniques; and understand how each of the techniques and models can be used to provide a framework for the management of quality. relating the basis of each model to statistical, business strategy and organisation theory as appropriate. Discuss critically the practical use of the techniques covered, taking into account organisational context. Explain and discuss the relationship between the management of quality and other management disciplines in the general context of the strategic goals and objectives of the organisation.

Reading List
None

Additional Information
Graduate Attributes and Skills	COGNITIVE SKILLS 1. To demonstrate that you can work in tutorial groups to use quality management techniques to address operational problems; 2. To demonstrate that you can describe the management of quality in an organisation and carry-out a critical analysis of your system using concepts covered in the course lectures. KEY SKILLS 1. To demonstrate your ability to plan and complete a study of a real-world organisation, including selecting and approaching an organisation, undertaking interviews, writing the study as a concise report and presenting findings to the class.
Keywords	QM