COURSE UNIT TITLE

: PRODUCT AND SERVICES QUALITY MANAGEMENT

DEGREE PROGRAMMES

Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS
UPR 4111 PRODUCT AND SERVICES QUALITY MANAGEMENT ELECTIVE 3 0 0 6

Offered By

Business Administration (English) (UOLP-New York State University (Suny Albany))

Level of Course Unit

First Cycle Programmes (Bachelor's Degree)

Course Coordinator

PROFESSOR DOCTOR BURCU ILTER

Offered to

Business Administration (English) (UOLP-New York State University (Suny Albany))

Course Objective

It is aimed to provide students a thorough understanding of the strategic importance of quality management and how quality management techniques can be used to provide a competitive advantage in the marketplace.

Learning Outcomes of the Course Unit

1   Demonstrate an understanding of the importance of quality to sustain competitiveness in the markets.
2   Use quality tools in order to acquire quality in products and services.
3   Use QFD to capture voice of the customer and to produce and design products and services according to customer needs.
4   Improve oral and written communication skills through group work, class discussions and presentations.

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

UPR 2001 - INTRODUCTION TO PRODUCTION AND OPERATIONS MANAGEMENT

Recomended Optional Programme Components

None

Course Contents

Week Subject Description
1 INTRODUCTION
2 Different Perspectives on Quality
3 Quality Theory
4 Global Quality and International Quality Awards
5 Quality in Product and Process Design
6 Designing Quality Services
7 Tools of Quality
8 Managing Quality Improvement Teams and Projects
9 QFD
10 TRIZ-SPC
11 Term Project Presentations
12 Term Project Presentations

Recomended or Required Reading

Foster, S.T. (2001). Managing Quality An Integrative Approach, Prentice-Hall, Inc. Upper Saddle River, New Jersey

Planned Learning Activities and Teaching Methods

1. Lecture
2. Group Work
3. Presentations
4. Class Discussions
5. Term Project

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA
1 MT Midterm
2 TP TermProject
3 PRS Presentation
4 PRT Participation
5 FN Final
6 FCG FINAL COURSE GRADE MT * 0.25 + TP * 0.30 + PRS * 0.15 +PRT * 0.05 +FN * 0.25
7 RST RESIT
8 FCGR FINAL COURSE GRADE (RESIT) MT * 0.25 + TP * 0.30 + PRS * 0.15 +PRT * 0.05 + BUT * 0.25


Further Notes About Assessment Methods

None

Assessment Criteria

1. Students must submit a detailed report for case studies
2. All group members must contribute to the project and are expected to answer the questions at the end of the presentation.
3. All students will be evaluated according to their contribution to class discussions
4. Groups must prepare a structured written report on term project. Report must include general information about the firm, manufacturing/service processes, problems regarding quality issues and should bring solutions to problems. Besides, groups should present their term projects.
5. Late submitted reports will not be graded.

Language of Instruction

English

Course Policies and Rules

1. Students should attend 70% of the course.

Contact Details for the Lecturer(s)

To be announced.

Office Hours

To be announced.

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours)
Lectures 10 2 20
Tutorials 10 1 10
Preparations before/after weekly lectures 10 3 30
Preparing presentations 2 5 10
Preparing assignments 2 35 70
TOTAL WORKLOAD (hours) 140

Contribution of Learning Outcomes to Programme Outcomes

PO/LOPO.1PO.2PO.3PO.4PO.5PO.6PO.7PO.8PO.9PO.10PO.11PO.12PO.13PO.14
LO.1253
LO.25
LO.35
LO.4444

CONTACT INFORMATION
Dokuz Eylül Üniversitesi Cumhuriyet Bulvarı No: 144 35210 Alsancak / İZMİR
Phone: +90(232) 412 12 12 - Fax: +90 (232) 464 81 35

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