Overview
This unit provides an overview of all quality dimensions and elements in regards to production of goods and services. It focuses on the theories of quality management and principles of total quality management in a practical real world setting. This unit discusses the importance of global perspectives of competition, customer satisfaction, ethics and corporate social responsibility, organisational culture, employee empowerment and teams in relation to quality management and total quality systems. Selected quality tools and techniques for planning, controlling and improving quality such as statistical process control are addressed. Quality standards and ISO9000, implementation of total quality systems and continual improvement approaches are discussed.
Details
Pre-requisites or Co-requisites
Prerequisite: Minimum of 24 credit points
Important note: Students enrolled in a subsequent unit who failed their pre-requisite unit, should drop the subsequent unit before the census date or within 10 working days of Fail grade notification. Students who do not drop the unit in this timeframe cannot later drop the unit without academic and financial liability. See details in the Assessment Policy and Procedure (Higher Education Coursework).
Offerings For Term 2 - 2020
Attendance Requirements
All on-campus students are expected to attend scheduled classes – in some units, these classes are identified as a mandatory (pass/fail) component and attendance is compulsory. International students, on a student visa, must maintain a full time study load and meet both attendance and academic progress requirements in each study period (satisfactory attendance for International students is defined as maintaining at least an 80% attendance record).
Recommended Student Time Commitment
Each 6-credit Undergraduate unit at CQUniversity requires an overall time commitment of an average of 12.5 hours of study per week, making a total of 150 hours for the unit.
Class Timetable
Assessment Overview
Assessment Grading
This is a graded unit: your overall grade will be calculated from the marks or grades for each assessment task, based on the relative weightings shown in the table above. You must obtain an overall mark for the unit of at least 50%, or an overall grade of ‘pass’ in order to pass the unit. If any ‘pass/fail’ tasks are shown in the table above they must also be completed successfully (‘pass’ grade). You must also meet any minimum mark requirements specified for a particular assessment task, as detailed in the ‘assessment task’ section (note that in some instances, the minimum mark for a task may be greater than 50%). Consult the University’s Grades and Results Policy for more details of interim results and final grades.
All University policies are available on the CQUniversity Policy site.
You may wish to view these policies:
- Grades and Results Policy
- Assessment Policy and Procedure (Higher Education Coursework)
- Review of Grade Procedure
- Student Academic Integrity Policy and Procedure
- Monitoring Academic Progress (MAP) Policy and Procedure – Domestic Students
- Monitoring Academic Progress (MAP) Policy and Procedure – International Students
- Student Refund and Credit Balance Policy and Procedure
- Student Feedback – Compliments and Complaints Policy and Procedure
- Information and Communications Technology Acceptable Use Policy and Procedure
This list is not an exhaustive list of all University policies. The full list of University policies are available on the CQUniversity Policy site.
Feedback, Recommendations and Responses
Every unit is reviewed for enhancement each year. At the most recent review, the following staff and student feedback items were identified and recommendations were made.
Feedback from Student feedback - Have your say survey
Student quote: "The best aspect of this unit was learning about quality management, and it's application because, because it helped to understand how issues can be solved in a business and how to go about doing it."
It is recommended that the unit continues its focus on total quality management principles, prerequisites, process, tools and techniques and their practical application.
Feedback from Student feedback - Have your say survey
Student quote: "The assessments were sensational, learnt a heap in putting theory into practice! So much so that the business I did my assessments on I am going to help put a QMS in place! I get to help do the real thing!"
It is recommended that the unit continues its focus on total quality management principles, prerequisites, process, tools and techniques and their practical application.
Feedback from Student feedback - Have your say survey
Student quote: "I appreciated the value (20%) of the online quiz assessment. I was really pleased with the how Assessment 2 and 3 allowed me to apply what I had learnt through the course."
It is recommended that the unit continues to include a blend of theoretical and applied learning assessments. This includes having concept knowledge testing quizzes (20%) followed by applied learning assessment 1 (30%) and assessment 2 (50%).
- Explain the importance of quality management to organisations in a global context.
- Discuss the principles and philosophy of quality management and total quality management.
- Apply quality management tools and techniques.
- Analyse the need for technical quality deployment (tools and techniques) and quality competence development (people) within organisations.
- Critically assess quality attributes of goods, services and processes.
- Design and appraise quality management programs.
Alignment of Assessment Tasks to Learning Outcomes
| Assessment Tasks | Learning Outcomes | |||||
|---|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 | 6 | |
| 1 - Online Quiz(zes) - 20% | ||||||
| 2 - Written Assessment - 30% | ||||||
| 3 - Written Assessment - 50% | ||||||
Alignment of Graduate Attributes to Learning Outcomes
| Graduate Attributes | Learning Outcomes | |||||
|---|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 | 6 | |
| 1 - Communication | ||||||
| 2 - Problem Solving | ||||||
| 3 - Critical Thinking | ||||||
| 4 - Information Literacy | ||||||
| 5 - Team Work | ||||||
| 6 - Information Technology Competence | ||||||
| 7 - Cross Cultural Competence | ||||||
| 8 - Ethical practice | ||||||
| 9 - Social Innovation | ||||||
| 10 - Aboriginal and Torres Strait Islander Cultures | ||||||
Alignment of Assessment Tasks to Graduate Attributes
| Assessment Tasks | Graduate Attributes | |||||||||
|---|---|---|---|---|---|---|---|---|---|---|
| 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | |
| 1 - Online Quiz(zes) - 20% | ||||||||||
| 2 - Written Assessment - 30% | ||||||||||
| 3 - Written Assessment - 50% | ||||||||||
Textbooks
Quality Management for Organizational Excellence: Introduction to Total Quality
Edition: 7th (2013)
Authors: Goetsch, D.L. & Davis, S.
Pearson Education
Binding: Paperback
Additional Textbook Information
If you prefer to study with a paper copy, they are available at the CQUni Bookshop here: http://bookshop.cqu.edu.au (search on the Unit code). eBooks are available at the publisher's website.
IT Resources
- CQUniversity Student Email
- Internet
- Unit Website (Moodle)
All submissions for this unit must use the referencing style: American Psychological Association 7th Edition (APA 7th edition)
For further information, see the Assessment Tasks.
i.ali@cqu.edu.au
Module/Topic
Understanding Quality and Total Quality
Chapter
Chapter 1: The Total Quality Approach to Quality Management
Events and Submissions/Topic
Module/Topic
Quality, Competitiveness, Values and Ethics
Chapter
Chapter 2 - Quality and global competitiveness
Chapter 3- Quality Management, Ethics and CSR
Events and Submissions/Topic
Module/Topic
Quality, Culture and the Customer
Chapter
Chapter 4: Quality culture
Chapter 7: Customer Satisfaction, Retention and Loyalty
Events and Submissions/Topic
Module/Topic
Quality, empowerment and team building
Chapter
Chapters 8: Employee empowerment
Chapter 10: Team building and teamwork
Events and Submissions/Topic
Individual Assessment Quiz 1(a) - Multiple Choice Due: Week 4 Friday (7 Aug. 2020) 11:45 pm AEST
Module/Topic
Tools for Total Quality Management
Chapter
Chapter 15: Overview of Total Quality Tools
Events and Submissions/Topic
Individual Assessment Quiz 1(b) - Multiple Choice Due: Week 5 Friday (16 Aug. 2019) 11:45 pm AEST
Individual Assessment 1 - Multiple Choice Due: Week 5 Fiday (14 Aug. 2020) 11:45 pm AEST
Module/Topic
Chapter
Events and Submissions/Topic
Module/Topic
Statistical Process Control
Chapter
Chapter 18: Optimising and Controlling Processes through Statistical Process Control
Events and Submissions/Topic
Module/Topic
Quality Problem Solving and Decision Making
Chapter
Chapter 16: Problem Solving and Decision Making
Events and Submissions/Topic
Module/Topic
Quality Function Deployment
Chapter
Chapter 17: Quality Function Deployment
Events and Submissions/Topic
Individual Assessment 2- Quality Management Tools and Techniques Due: Week 8 Thursday (10 Sep. 2020) 11:45 pm AEST
Individual Assessment 2- Quality Management Tools and Techniques Due: Week 8 Thursday (10 Sept 2020) 11:45 pm AEST
Module/Topic
ISO 9000 and Total Quality
Chapter
Chapter 14: ISO 9000 and Total Quality
Events and Submissions/Topic
Module/Topic
Implementing Total Quality Management
Chapter
Chapter 22: Implementing Total Quality Management
Events and Submissions/Topic
Module/Topic
Continual Improvement Methods
Chapter
Chapter 19: Continual Improvement Methods with Six Sigma, Lean, and more
Events and Submissions/Topic
Module/Topic
Total Quality and benchmarking
Chapter
Chapter 20: Benchmarking
Events and Submissions/Topic
Individual Assessment 3 - Total Quality Management Proposal Due: Week 12 Tuesday (6 Oct. 2020) 11:45 pm AEST
Individual Assessment 3 - Total Quality Management Proposal Due: Week 12 Tuesday (6 Oct 2020) 11:45 pm AEST
Module/Topic
Chapter
Events and Submissions/Topic
Module/Topic
Chapter
Events and Submissions/Topic
1 Online Quiz(zes)
This assessment 1(a) and 1(b) contain two online quizzes that are designed to engage students with the course contents at the start of the course and prepare them for the larger written assessments. Each quiz has 20 multiple choice questions with a time limit of 60 minutes .
Quiz 1(a): The questions relate to:
- Week 1, chapter 1: The Total Quality Approach to Quality Management.
- Week 2, chapter 2: Quality and Global Competitiveness.
- Week 2, chapter 3: Quality Management, Ethics and Corporate Social Responsibility.
- Week 3, chapter 4: Quality Culture.
There are about 5 questions from each chapter.
Quiz 1(b): The quiz relates to the following textbook chapters:
- Week 3, chapter 7: Customer Satisfaction, Retention, and Loyalty.
- Week 4, chapter 8: Employee Empowerment.
- Week 4, chapter 10: Team Building and Teamwork.
- Week 5, chapter 15: Overview of Total Quality Tools.
There are 5 questions from each chapter.
Each quiz question is worth 1/2 marks when scaled to the overall 10% for each quiz or 20% for both quizzes. Questions will not involve formula or calculations. Please note that the quiz cannot be previewed.
Assessment quiz questions and answers will not be released to students. This is done purposely to minimise academic misconduct by students. Academic misconduct is taken seriously by the university and is to be avoided wherever possible.
- Explain the importance of quality management to organisations in a global context.
- Discuss the principles and philosophy of quality management and total quality management.
- Critically assess quality attributes of goods, services and processes.
- Communication
- Information Literacy
- Ethical practice
2 Written Assessment
The assessment is designed for students to apply fundamental quality management tools and techniques. The assessment involves writing a 1000 word short business report that describes 'why', 'what' and 'how' the business will implement the use of any 2 of the Quality Management TOOLS or techniques described in the unit textbook chapters discussed during week 5, 6, 7 and 8. The tools or techniques you select must address a quality challenge within the business. In the report you will describe ‘why’ you are suggesting the selected quality management tool or technique. Then you need to describe ‘what’ the two quality management tools and techniques are, and how they work and address the business challenge.
Assessment task details and guidance will be provided on the unit Moodle site. Submit your report with a cover sheet showing the unit name and number, assessment number, your name and student number. Feel free to discuss your assessment ideas in the unit discussion forum before you complete and submit the assessment. Kindly be advised that the assessment must be submitted within the specified time stated.
Week 8 Thursday (10 Sept 2020) 11:45 pm AEST
Please submit the assessment on-time to avoid late penalty.
Week 10 Friday (25 Sept 2020)
Your report will be assessed according to the following criteria.
Your report must demonstrate:
- Thorough understanding of relevant quality management concepts, principles, theories, tools and models in regards to the assessment tasks. 60%
- Appropriate and well structured, concise and clear expression of quality management arguments. 10%
- Clear flow of thought throughout the paper with a clear and succinct purpose described in the introduction and a clear and succinct conclusion. 10%
- Critical review skills and integration of relevant academic and profession literature. A minimum of four (4) academic journals must be used. 10%
- Appropriate in text referencing and reference list. Adherence to CQUniversity APA Reference Style. 5%
- Clarity of expression, grammar and spelling. Appropriate presentation format within (±10%) of the word limit: 1000 words. 5%
Late submissions will be penalised at the rate of five per cent of the total marks available for the assessment each calendar day (full or part) it is overdue as per the CQUniverity Policy: Assessment of Coursework, section 3.2.4.
- Apply quality management tools and techniques.
- Critically assess quality attributes of goods, services and processes.
- Communication
- Problem Solving
- Critical Thinking
- Information Literacy
- Information Technology Competence
3 Written Assessment
You are required to write a 2500 word short report to the owner and the board of the business that describes 'why', 'what' and 'how' the business will implement Total Quality Management (TQM).
- Describe 'why' TQM or parts of it should be implemented in the business. The owner will want to know what the business rationale is and what business benefits the initiative is targeting. In other words, Why should they pay attention to your TQM proposal? What are the visible changes in the business once TQM is implemented?
- Describe 'what' you want to implement within the business as part of the TQM initiative. In other words, What quality management concepts, principles and tools do you want to implement within the business to achieve the business benefits? This must be supported by appropriate references.
- Describe 'how' you intend to implement the TQM initiative within the business. Outline a short plan that lists the steps in implementing TQM within the business. This is a simple list of sequential steps written in plain Australian English describing what will be done, why it will be done, and who will do it. It should be clear to the reader what is involved in each of the steps. This must be supported by appropriate references.
Feel free to discuss your assessment ideas in the unit discussion forum before you complete and submit the assessment. Kindly be advised that the assessment must be submitted within the specified time stated.
Week 12 Tuesday (6 Oct 2020) 11:45 pm AEST
The result will be released after certification of grades
Your report will be assessed according to the following criteria.
Your report must demonstrate:
- Thorough understanding of relevant quality management concepts, principles, theories, tools and models in regards to the assessment tasks. 60%
- Appropriate and well structured, concise and clear expression of quality management arguments. 10%
- Clear flow of thought throughout the paper with a clear and succinct purpose described in the introduction and a clear and succinct conclusion. 10%
- Critical review skills and integration of relevant academic and profession literature. A minimum of eight (8) academic journals must be used. Correct paraphrasing and negligible (less than 10%) Turitin Similarity score.10%
- Appropriate in text referencing and reference list. Negligible Turitin Similarity score. Adherence to CQUniversity APA Reference Style. 5%
- Clarity of expression, grammar and spelling. Appropriate presentation format - cover page and within (±10%) of the word limit: 2500 words. 5%
Late submissions will be penalised at the rate of five per cent of the total marks available for the assessment each calendar day (full or part) it is overdue as per the CQUniverity Policy: Assessment of Coursework, section 3.2.4.
- Explain the importance of quality management to organisations in a global context.
- Discuss the principles and philosophy of quality management and total quality management.
- Analyse the need for technical quality deployment (tools and techniques) and quality competence development (people) within organisations.
- Critically assess quality attributes of goods, services and processes.
- Design and appraise quality management programs.
- Communication
- Problem Solving
- Critical Thinking
- Information Literacy
- Information Technology Competence
- Ethical practice
As a CQUniversity student you are expected to act honestly in all aspects of your academic work.
Any assessable work undertaken or submitted for review or assessment must be your own work. Assessable work is any type of work you do to meet the assessment requirements in the unit, including draft work submitted for review and feedback and final work to be assessed.
When you use the ideas, words or data of others in your assessment, you must thoroughly and clearly acknowledge the source of this information by using the correct referencing style for your unit. Using others’ work without proper acknowledgement may be considered a form of intellectual dishonesty.
Participating honestly, respectfully, responsibly, and fairly in your university study ensures the CQUniversity qualification you earn will be valued as a true indication of your individual academic achievement and will continue to receive the respect and recognition it deserves.
As a student, you are responsible for reading and following CQUniversity’s policies, including the Student Academic Integrity Policy and Procedure. This policy sets out CQUniversity’s expectations of you to act with integrity, examples of academic integrity breaches to avoid, the processes used to address alleged breaches of academic integrity, and potential penalties.
What is a breach of academic integrity?
A breach of academic integrity includes but is not limited to plagiarism, self-plagiarism, collusion, cheating, contract cheating, and academic misconduct. The Student Academic Integrity Policy and Procedure defines what these terms mean and gives examples.
Why is academic integrity important?
A breach of academic integrity may result in one or more penalties, including suspension or even expulsion from the University. It can also have negative implications for student visas and future enrolment at CQUniversity or elsewhere. Students who engage in contract cheating also risk being blackmailed by contract cheating services.
Where can I get assistance?
For academic advice and guidance, the Academic Learning Centre (ALC) can support you in becoming confident in completing assessments with integrity and of high standard.
What can you do to act with integrity?
