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Active as of Fall Semester 2020
I. General Information
1. Course Title:
Quality and Performance Management
2. Course Prefix & Number:
BUSN 2108
3. Course Credits and Contact Hours:
Credits: 3
Lecture Hours: 3
4. Course Description:
This course is a study of continuous improvement in the quality, productivity, and performance of products and services. A systems approach combining management philosophy, team-building, and statistical tools are used to control and improve business processes.
5. Placement Tests Required:
6. Prerequisite Courses:
BUSN 2108 - Quality and Performance Management
There are no prerequisites for this course.
9. Co-requisite Courses:
BUSN 2108 - Quality and Performance Management
There are no corequisites for this course.
II. Transfer and Articulation
1. Course Equivalency - similar course from other regional institutions:
St. Cloud State University, MGMT 486 Managing for Quality, 3 credits
Bemidji State University, IT4880 Total Quality Management, 3 credits
3. Prior Learning - the following prior learning methods are acceptable for this course:
- Written
- Oral
- Demonstration
- Portfolio
III. Course Purpose
Program-Applicable Courses – This course is required for the following program(s):
Business Management, AAS Degree
IV. Learning Outcomes
1. College-Wide Outcomes
College-Wide Outcomes/Competencies |
Students will be able to: |
Assess alternative solutions to a problem |
Complete team problem solving simulations. |
Analyze and follow a sequence of operations |
Complete statistical process control charts. |
Work as a team member to achieve shared goals |
Complete team decision making presentation. |
2. Course Specific Outcomes - Students will be able to achieve the following measurable goals upon completion of
the course:
- Review the foundations of quality management
- Analyze quality management with a customer, workforce, and process focus
- Demonstrate statistical methods in quality management for process improvement
- Explain strategies for design, quality and product excellence
- Evaluate measurements for controlling quality
- Review process improvement methodologies
- Assess the Baldrige Framework for performance excellence
- Describe the value and scope of performance measurement
- Compare leadership competencies for performance excellence
- Define and drive the organizational culture for quality & performance excellence
V. Topical Outline
Listed below are major areas of content typically covered in this course.
1. Lecture Sessions
- Principles of quality
- Introduction to qualityDefine quality
- History of quality management
- Quality in manufacturing
- Quality in service organization
- Quality in business support functions
- The role of the quality function
- Quality and competitive advantage
- Quality and personal values
- Foundations of quality management
- The Deming philosophy
- The Juran philosophy
- The Crosby philosophy
- Principles, practices, and techniques of quality management
- Variation and statistical thinking
- Quality management systems
- Customer focus
- Customer satisfaction and engagement
- Identifying customers
- Understanding customer needs
- Linking customer needs to design, production, and service delivery
- Building a customer-focused organization
- Managing customer relationships
- Measuring customer satisfaction and engagement
- Workforce focus
- The evolution of workforce management
- High-performance work culture
- Principles of workforce engagement and motivation
- Designing high-performance work systems
- Assessing workforce effectiveness, satisfaction, and engagement
- Sustaining high-performance work systems
- Process focus
- Process management
- Identifying processes and requirements
- Process design
- Process control
- Process improvement
- Managing supply chain processes
- Tools and techniques for quality
- Statistical methods in quality management
- Basic probability concepts
- Probability distributions
- Statistical methodology
- Statistical analysis with Microsoft Excel
- Statistical inference
- Design for quality and product excellence
- Product development
- Concept development and innovation
- Detailed design
- Design for reliability
- Design optimization
- Design verification
- Measuring and controlling quality
- Measurement for quality control
- Measurement system evaluation
- Process capability measurement
- Statistical process control
- Control charts for variables data
- Control charts for attributes data
- Summary of control chart construction
- Implementing statistical process control
- Process improvement and Six Sigma
- Process improvement methodologies
- Six Sigma
- Implementing six Sigma
- Using the DMAIC process
- Lean tools for process improvement
- Managing for performance excellence
- The Baldridge framework for performance excellence
- The Baldridge excellence framework
- International quality and performance excellence programs
- Baldrige, ISO 9000, and Six Sigma
- Strategy and performance excellence
- The scope of strategic planning
- The seven management and planning tools
- Organizational design for performance excellence
- Core competencies and strategic work system design
- Measurement and knowledge management for performance excellence
- The value and scope of performance measurement
- Designing effective performance measurement systems
- Analyzing and using performance data
- Managing information resources
- Knowledge management
- Leadership for performance excellence
- Leadership competencies and practices
- Leadership theory and practice
- Leadership, governance, and societal responsibilities
- Building and sustaining quality and performance excellence
- Organizational culture and change
- Strategies for quality and performance excellence
- The journey toward performance excellence
- A view toward the future
I. General Information
1. Course Title:
Quality and Performance Management
2. Course Prefix & Number:
BUSN 2108
3. Course Credits and Contact Hours:
Credits: 3
Lecture Hours: 3
4. Course Description:
This course is a study of continuous improvement in the quality, productivity, and performance of products and services. A systems approach combining management philosophy, team-building, and statistical tools are used to control and improve business processes.
5. Placement Tests Required:
6. Prerequisite Courses:
BUSN 2108 - Quality and Performance Management
There are no prerequisites for this course.
9. Co-requisite Courses:
BUSN 2108 - Quality and Performance Management
There are no corequisites for this course.
II. Transfer and Articulation
1. Course Equivalency - similar course from other regional institutions:
St. Cloud State University, MGMT 486 Managing for Quality, 3 credits
Bemidji State University, IT4880 Total Quality Management, 3 credits
3. Prior Learning - the following prior learning methods are acceptable for this course:
- Written
- Oral
- Demonstration
- Portfolio
III. Course Purpose
1. Program-Applicable Courses – This course is required for the following program(s):
Business Management, AAS Degree
IV. Learning Outcomes
1. College-Wide Outcomes
College-Wide Outcomes/Competencies |
Students will be able to: |
Analyze and follow a sequence of operations |
Complete statistical process control charts. |
Work as a team member to achieve shared goals |
Complete team decision making presentation. |
2. Course Specific Outcomes - Students will be able to achieve the following measurable goals upon completion of
the course:
- Review the foundations of quality management
- Analyze quality management with a customer, workforce, and process focus
- Demonstrate statistical methods in quality management for process improvement
- Explain strategies for design, quality and product excellence
- Evaluate measurements for controlling quality
- Review process improvement methodologies
- Assess the Baldrige Framework for performance excellence
- Describe the value and scope of performance measurement
- Compare leadership competencies for performance excellence
- Define and drive the organizational culture for quality & performance excellence
V. Topical Outline
Listed below are major areas of content typically covered in this course.
1. Lecture Sessions
- Principles of quality
- Introduction to qualityDefine quality
- History of quality management
- Quality in manufacturing
- Quality in service organization
- Quality in business support functions
- The role of the quality function
- Quality and competitive advantage
- Quality and personal values
- Foundations of quality management
- The Deming philosophy
- The Juran philosophy
- The Crosby philosophy
- Principles, practices, and techniques of quality management
- Variation and statistical thinking
- Quality management systems
- Customer focus
- Customer satisfaction and engagement
- Identifying customers
- Understanding customer needs
- Linking customer needs to design, production, and service delivery
- Building a customer-focused organization
- Managing customer relationships
- Measuring customer satisfaction and engagement
- Workforce focus
- The evolution of workforce management
- High-performance work culture
- Principles of workforce engagement and motivation
- Designing high-performance work systems
- Assessing workforce effectiveness, satisfaction, and engagement
- Sustaining high-performance work systems
- Process focus
- Process management
- Identifying processes and requirements
- Process design
- Process control
- Process improvement
- Managing supply chain processes
- Tools and techniques for quality
- Statistical methods in quality management
- Basic probability concepts
- Probability distributions
- Statistical methodology
- Statistical analysis with Microsoft Excel
- Statistical inference
- Design for quality and product excellence
- Product development
- Concept development and innovation
- Detailed design
- Design for reliability
- Design optimization
- Design verification
- Measuring and controlling quality
- Measurement for quality control
- Measurement system evaluation
- Process capability measurement
- Statistical process control
- Control charts for variables data
- Control charts for attributes data
- Summary of control chart construction
- Implementing statistical process control
- Process improvement and Six Sigma
- Process improvement methodologies
- Six Sigma
- Implementing six Sigma
- Using the DMAIC process
- Lean tools for process improvement
- Managing for performance excellence
- The Baldridge framework for performance excellence
- The Baldridge excellence framework
- International quality and performance excellence programs
- Baldrige, ISO 9000, and Six Sigma
- Strategy and performance excellence
- The scope of strategic planning
- The seven management and planning tools
- Organizational design for performance excellence
- Core competencies and strategic work system design
- Measurement and knowledge management for performance excellence
- The value and scope of performance measurement
- Designing effective performance measurement systems
- Analyzing and using performance data
- Managing information resources
- Knowledge management
- Leadership for performance excellence
- Leadership competencies and practices
- Leadership theory and practice
- Leadership, governance, and societal responsibilities
- Building and sustaining quality and performance excellence
- Organizational culture and change
- Strategies for quality and performance excellence
- The journey toward performance excellence
- A view toward the future