Managing and Improving Quality


Course Objective

Managing and improving quality is a critical activity in any modern
business organization. Quality is directly linked to productivity,
competitiveness, customer satisfaction, business growth, elimination of
waste and other non-value added activities, and overall business
success. Cycle time and throughput is just as important in a hospital
emergency room as it is in a semiconductor factory. Defects and errors
don't occur just in factories, they occur in transactional and service
business such as banks, insurance companies, and hospitals. Even your
local and national governments have a keen interest in improving service
quality in operations such handling tax forms and information requests,
issuing driving licenses and international passports etc . Quality
management has therefore become a well-known management philosophy,
which has been adopted in many disciplines.
Contemporary organizations form networks with other businesses and
organizations with which they have direct or indirect commercial
relationships. These so-called supply chain networks aim at the
integration of the integration of systems of customers, suppliers,
technology and people to best meet customer demand. Successful quality
management has the same ambition and scope. Quality management and
improvement therefore represents an essential skill for supply chain
managers. At the same time, the supply chain offers a unifying theme to
apply the integration of systems of customers, suppliers, technology and
people in quality management.
This course aims to equip students with practical quality management and
improvement techniques using tools that are grounded in research.
Students learn how to describe and analyse quality problems (learning
objective “academic and research skills”) in order to understand the
role of quality
management in organizations (learning objective “bridging theory and
practice”) Students
will be able to identify and select appropriate quality measurement and
management techniques to study, quantify and improve a quality problem
(learning objective “academic and research skills”) and to apply results
academic research in practical case settings (learning objective
“bridging theory and practice”) and critically reflect on the research
(learning objective “academic and research skills”). Students present
their findings
(learning objective “social skills”).

Course Content

Quality problems usually are the outcome of uncontrolled or excessive
variability in product or service characteristics that are critical to
the customer. Statistical tools and other analytical methods play an
important role in solving these problems. However, these techniques need
to be implemented within a management structure that will ensure
success. We focus on both the management structure and the statistical
and analytical tools. We focus on the following aspects in the course:
• Management aspects of quality
• Statistical process control
• Acceptance sampling
• Process Design
• Quality Function Deployment
• Design of experiments for improving quality
• Six sigma methodology
We furthermore aim to involve students in the entire process of
performing a quality assessment and improvement cycle by studying a
real-life case.

Teaching Methods


Method of Assessment

Written exam – Individual assessment
(Interim) Assignment(s) – Group assessment


To be announced

Recommended background knowledge

For BK:
1.1 Business Processes; 1.1 Business Mathematics; 1.4. Business
Statistics; 1.5 Supply Chain
Management I; 2.4 Supply Chain Management II

For IBA:
1.1 Business Mathematics; 1.4 Global Supply Chain Management;1.4.
Business Statistics; 1.6
Business Processes; 2.5 SCM in Emerging Economies

General Information

Course Code E_IBK3_MIQ
Credits 6 EC
Period P5
Course Level 300
Language of Tuition English
Faculty School of Business and Economics
Course Coordinator dr. Y. Ghiami
Examiner dr. Y. Ghiami
Teaching Staff

Practical Information

You need to register for this course yourself

Last-minute registration is available for this course.

Teaching Methods Seminar, Lecture, Instruction course
Target audiences

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