Digital Reading Room 2.0 -- LQMT-580: Quality Management

LQMT-580: Quality Management Report a Broken Link

LQMT-580: Quality Management enables learners to arrive at a clear understanding of the term quality and to recognize the characteristics used to measure it. Learners will discover the principles and scope of process management and how it could affect customer satisfaction. In addition, they will become familiar with international standards such as the ISO 9000 and ISO/IEC 20000 and the functions of national standards and awards programs such as the Standards Council of Canada and Excellence Canada. Finally, learners will be introduced to a proposed model for sustaining organizational excellence.

Required Readings

Lesson 1

Reading 1: Hope, J., & Player, S. (2012). Beyond performance management: Why, when, and how to use 40 tools and best practices for superior business performance. Boston: Harvard Business Press. [Books 24x7 version].

Read Chapter 18: Total Quality Management

[Note: To locate readings identified as Books 24x7, click the title link, then look for the “View this e-book through Books 24x7” link near the bottom of the page that follows.]

Reading 2: Hoyle, D. (2009). ISO 9000 quality systems handbook: Using the standards as a framework for business improvement (6th ed). Burlington, MA: Butterworth-Heinemann. [Books 24x7 version].

Read Chapter 2: Defining and Characterizing Quality

Reading 3: Bhat, K. S. (2010). Total quality management: Text and cases (Rev. ed.). Mumbai, India: Himalaya Publishing House.

Read Chapter 2: Managing Quality AND Chapter 4: Managing for Quality and High Performance

Lesson 2

Reading 4: Page, S. A. (2010). Chapter 1: The roadmap: Learning how to navigate. In The power of business process improvement: 10 simple steps to increase effectiveness, efficiency, and adaptability (pp. 1-17). Saranac Lake, NY: AMACOM Books.

Reading 5: Bhat, K. S. (2010). Total quality management: Text and cases (Rev. ed.). Mumbai, India: Himalaya Publishing House.

Read Chapter 8: Process Management AND Chapter 9: Tools for Process Management

Lesson 3

Reading 6: Selected pages from Standards Council of Canada (SCC) website (scc.ca)

About the Standards Council of Canada: https://www.scc.ca/en/about-scc
Mandate, Mission, Vision: https://www.scc.ca/en/about-scc/mandate-mission-vision
Operations: Accreditation Services: https://www.scc.ca/en/about-scc/operations/accreditation-services
Operations: Standards and International relations: https://www.scc.ca/en/about-scc/operations/standards-solutions
Applying Standards: https://www.scc.ca/en/standards/applying-standards
Standards Development: https://www.scc.ca/en/accreditation/standards

Reading 7: Selected pages from Excellence Canada (formerly National Quality Institute) website (nqi.ca)

About Excellence Canada: http://www.nqi.ca/en/about-us/
About the Canada Awards for Excellence (CAE): https://www.excellence.ca/en/awards/about-the-canada-awards-for-excellence/
Overview and Benefits: http://www.nqi.ca/en/awards/about-the-canada-awards-for-excellence/Overview%20and%20Benefits
Award Categories: https://www.excellence.ca/en/awards/about-the-canada-awards-for-excellence/Award%20Categories-en
Adjudication Process: http://www.nqi.ca/en/awards/about-the-canada-awards-for-excellence/Adjudication%20Process
Canadian Framework for Business Excellence - Overview: http://www.nqi.ca/en/knowledge-centre/products-and-tools/canadian-framework-for-business-excellence2
All Canada Awards for Excellence Recipients: http://www.nqi.ca/en/awards/All_CAE_Recipients_Alpha
Canada Awards for Excellence Testimonials: http://www.excellence.ca/en/awards/about-the-canada-awards-for-excellence/cae-testimonials

Reading 8: Hoyle, D. (2009). ISO 9000 quality systems handbook: Using the standards as a framework for business improvement (6th ed). Burlington, MA: Butterworth-Heinemann. [Books 24x7 version].

Read Chapter 1: Putting ISO 9000 in Context and Chapter 4: Anatomy of the Standards

Reading 9: Kunas, M. (2012). Implementing service quality based on ISO/IEC 20000: A management guide (3rd ed.). Ely, Cambridgeshire, UK: IT Governance Pub. [Books 24x7 version].

Read Chapter 1: Introduction to ISO/IEC 20000 AND Chapter 2: Service Quality and ISO/IEC 20000

Lesson 4

Reading 10: Brown, A. (2013). Quality: Where have we come from and what can we expect? The TQM Journal, 25(6), 585-596. doi:10.1108/TQM-04-2013-0045

Reading 11: Bolboli, S. A., & Reiche, M. (2013). A model for sustainable business excellence: Implementation and the roadmap. The TQM Journal, 25(4), pp. 331–346. DOI 10.1108/17542731311314845

Supplementary Readings

Lesson 1

Bhat, K. S. (2010). Total quality management: Text and cases (Rev. ed.). Mumbai, India: Himalaya Publishing House.

Read Chapter 3: Quality Management Philosophies

Lesson 2

Ryan, T. P. (2011). Statistical methods for quality improvement (3rd ed.). Hoboken, NJ: John Wiley & Sons. [Books 24x7 version].

Read Chapter 2: Basic Tools for Improving Quality

Lesson 3

Business Development Bank of Canada. (2010). ISO 9000:2000 certification - G. N. Plastics Company Ltd. tells its story. Retrieved from https://www.bdc.ca/en/articles-tools/operations/iso-other-certifications/pages/iso-9000-2000-certification-an-entrepreneur-story.aspx?PATH=/EN/advice_centre/articles/Pages/iso_9000_2000_certification_gn_plastics_company_ltd_tells_story.aspx

Canadian Standards Association (CSA). (n.d.). [Website]. Retrieved from http://www.csagroup.org/about/why-csa-group/

Lal, H. (2008). Organizational excellence through total quality management: A practical approach. New Delhi: New Age International (P) Ltd.

Read Chapter 11: ISO-9000 Standards

Lesson 4

Borawski, P. (2013, Sept. 19). Infographic: The pulse of global quality. [Blog post.] Retrieved from http://asq.org/blog/2013/09/infographic-the-pulse-of-global-quality/

Lal, H. (2008). Organizational excellence through total quality management: A practical approach. New Delhi: New Age International (P) Ltd.

Read Chapter 21: Implementation of TQM