Subject

Total Quality Management Methods

  • code 11236
  • course 1
  • term Semester 1
  • type OB
  • credits 6

Main language of instruction: Spanish

Other languages of instruction: Catalan

Teaching staff

Head instructor

Dra. Jasmina BERBEGAL - jberbegal@uic.es

Office hours

An appointment must be made in advance by email 

  • jberbegal@uic.es
  • amanresa@uic.es
  • lilzarbe@uic.es

Introduction

Managing quality is becoming increasingly important as industry develops and society is modernised. Quality management today constitutes a revolution in management thinking. Implementing it in a company can improve its corporate culture and, in the long term, improve results spectacularly.

This subject offers a well-rounded perspective on quality management, and will demonstrate the methodologies and tools currently used within companies to implement an effective quality management and control system.

Pre-course requirements

It is recommended that students have a basic knowledge of statistics, and specifically descriptive statistics, and understanding of the concept of variability and distribution of probability.

Objectives

    Understand and analyse sources of process variability.

    Understand and apply statistical methods to identify areas of opportunity for improving processes.

    Identify and develop projects for improvement and problem-solving using the tool Six Sigma DMAIC

Competences / Learning outcomes of the degree programme

  • CB8 - Que los estudiantes sean capaces de integrar conocimientos y enfrentarse a la complejidad de formular juicios a partir de una información que, siendo incompleta o limitada, incluya reflexiones sobre las responsabilidades sociales y éticas vinculadas a la aplicación de sus conocimientos y juicios.
  • CE1 - Identificar y aplicar los métodos y aspectos operativos del diseño y la gestión de los procesos de producción para la resolución eficaz de problemas.
  • CE2 - Distinguir las principales técnicas y metodologías para gestionar el área productiva y logística de las organizaciones y su aplicación a la dirección estratégica de las mismas.
  • CG1 - Capacidad de organización y planificación del trabajo, teniendo en cuenta posibles adversidades que requieran de la adaptación a nuevas situaciones.
  • CT1 - Capacidad de comunicar de forma efectiva en un contexto profesional tanto verbalmente como por escrito en la propia lengua y al menos otra lengua extranjera (inglés).
  • CT3 - Uso solvente de los recursos de información y capacidad de análisis y síntesis de la misma.
  • CT5 - Manifestar sensibilidad por los valores éticos, personales y sociales, en la relación con los otros y en las propias decisiones.

Learning outcomes of the subject

When the course is completed, students are expected to be able to:

  • Define a strategy to spread a culture of quality within an organization
  • Elaborate the process stream map of an organization
  • Perform internal quality audits
  • Perform capacity studies to characterize the variability of a process and compare it with the specifications of the client
  • Use statistics to identify and analyze defects in production processes
  • Apply the Six Sigma DMAIC methodology to improve a process
  • Using the design of experiments, propose improved solutions and show their robustness, feasibility and outcomes
  • Perform methodological analyzes that allow, in complex problems, structure reasoned solutions based on the analysis of the root-cause of the problem
  • Work in teams

Syllabus

The subject is organised into the following sections:

  1. Introduction to quality
  2. Quality in product
  3. Methodologies for improving quality
  4. Quality in processes
  5. Quality in systems
  6. Tools for quality control
  7. Tools for quality improvement
  8. Quality in services

Teaching and learning activities

In person

This subject includes the following training activities and teaching methodologies:

 

  • Theory classes: sessions on theory in which the lecturer presents the theoretical concepts of interest.
    • Teaching method: presentation sessions (lecture style) with support from audiovisual media.
    • Materials: Through the subject intranet, the student will be able to access the materials used in the theory sessions. A reading list will be also be suggested to complement the course.
  • Problems: exercises and case studies in which the student is required to put into practice the knowledge acquired in the theory sessions. Generally, students will work on these problems in small groups.
    • Teaching method: case study method.
    • Materials: Class problems (in form of exercises or case studies) will be provided either by the lecturer in class or the students will be asked to bring them from home, if they can be downloaded directly from the subject intranet.
    • Submission of work: depending on the activity, some exercises or case studies must be submitted for correction by the lecturer. These exercises will form part of the continuous assessment grade.
  • Seminar-workshop: this point includes specific sessions supervised by the lecturer and sessions where an expert professional in the field is invited to propose a real case study for the students to solve.
    • Teaching method: case study method.
  • Supervised project: over the course there will be two supervised project. The first one, within the context of designing experiments, specifically on improving the design of a product or its production process. The second one, consists in developing one of the theoretical modules of the syllabus.
    • Teaching method: autonomous work.
    • Materials: the subject intranet contains the indications and requirements for each project.
    • Submission: the projects will be supervised, and at the end of the semester they will be presented orally in class and a report will be submitted.
  • Personal study and self-learning activities
    • Teaching method: autonomous work.

 

 

Rules for smooth running of course

  • Attend class well-prepared and with the necessary materials.
  • Punctuality is requested.
  • Students may not leave the classroom before the end of class without justification. If it is absolutely necessary for a student to do so, he or she must obtain permission from the lecturer at the start of class.
  • Mobile telephones interrupt classes. These devices must therefore be turned off or on silent. If used inappropriately, they may be confiscated by the lecturer and returned at the end of class.
  • Continuous assessment has a significant weighting in the final grade for the subject. The student is therefore responsible for being up to date with the materials.
  • If for any justified reason a student cannot attend class on a certain day, the lecturer must be informed in advance, unless it is an emergency. Otherwise, if an assessment exercise is given during this session, the student’s score will be zero.
  • To encourage an atmosphere of productive learning, it is important for students to come to class well-prepared and keen to contribute in any discussions that come up.

Evaluation systems and criteria

In person

A series of activities will be carried out throughout the course. The following table lists those that have weight within the final evaluation of the subject and their respectve weights. Also, it contains information on the type of evaluation(individual, group, or both).

The final grade of the subject in the first take is given by the sum of the grades obtained in each of the activities in the table. If the student does not deliver an activity within the established deadlines, the evaluation of that exercise will be 0.

In the case of the retake, the final grade will be given by an individual assignment (50%) and an exam (50%). The assignment should be discussed with the professor in February. It is the student's responsibility to contact the professor and discuss the details of assignment as well as the structure of the exam. 

Activity

Individual grading

Group grading

Book “Calidad para competir” (T1-4)

1.5%

 

Book “Calidad para competir” (T5-11) + Norma ISO 9001

 

4.5%

Book “Calidad para competir” (T5-11) +

Stages to implement a quality system

 

4.5%

Book “Calidad para competir” (T12-14)

1.5%

 

Kano model

 

2.0%

6 sigma

2.5%

2.5%

Case study: Movistar

1.5%

1.5%

Project on quality systems and processes

 

8.0%

Case study 1

3.0%

12.0%

Case study 2

 

5.0%

Test Design of Experiments

10.0%

 

Quality in Services

15.0%

 

Synthesizing exercise

5.0%

 

Diary

20.0%

 

TOTAL

60.0%

40.0%

Bibliography and resources

Main references:

  • Ilzarbe, L., Baguer, A. (2016). Calidad para competir. El poder real del cliente. Madrid: Ediciones Paraninfo. ISBN: 978-84-2833-8943.
  • Munro, R.A.; Ramu, G. & Zrymiak, D.J. (2015). The certified Six Sigma green belt handbook. ASQ Quality Press. ISBN: 978-0-87389-891-1.
  • Prat, A.; Tort-Martorell, X.; Grima, P.; Pozueta, L. & Solé, I. (2004). Métodos estadísticos. Control y mejora de la calidad. Barcelona: Edicions UPC. ISBN: 8483017865.
  • Sangüesa, M.; Mateo, R.; Ilzarbe, L. (2019). Teoría y práctica de la calidad. Ediciones Paraninfo. ISBN: 978-84-9732-4069. 

Suplementary references:

  • Box, G.E.P. (2005). Statistics for experimenters: design, innovation, and discovery. Hoboken: John Wiley & Sons. ISBN: 0471718130.
  • James, P. (1997). Gestión de la Calidad Total. Madrid: Prentice Hall. ISBN: 84-8322-012-1.
  • Montgomery, D.C. (2005). Introduction to Statistical Quality Control. Hoboken: John Wiley & Sons. ISBN: 0471661228.
  • Fitzsimmons, J.A. & Fitzsimmons, M.J. (2008). Service management: operations, strategy, and information technology. McGraw-Hill Irwin. 

Norms

  • UNE-EN ISO 9000:2015. Sistemas de gestión de la calidad. Fundamentos y vocabulario.
  • UNE-EN ISO 9001:2015. Sistemas de gestión de la calidad. Requisitos.
  • UNE-EN ISO 9004:2018. Gestión de la calidad. Calidad de una organización. Orientación para lograr el éxito sostenido.
  • UNE-EN ISO 19011:2018. Directrices para la auditoría de los sistemas de gestión. 

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