Total Quality Management & Business Excellence

Subject

The course is based on the development of the following subjects: the four levels of quality management evolution (Inspection, Quality Control, Quality Assurance and Total Quality Management), TQM principles and practices, guidelines for TQM implementation, benefits and barriers of TQM, TQM implementation in SMEs, the relationship between the ISO 9000 series of standards and TQM, Quality Awards and Business Excellence models, Cost of Quality (Prevention Cost, Appraisal Cost, Internal and External Failure Cost), Cost of Quality measurement through the PAR approach, process cost model and the ABC method, and the use of the quality tools and techniques.

Educational Aims

By the end of this course the students should be able to a) determine the fundamental elements of Total Quality Management, b) document the criteria and sub-criteria of the Business Excellence Models, c) measure the Cost of Quality of a company, based on objective measures, d) use the quality tools - techniques.

Student Evaluation

1. Written examination after the end of the semester (60%) including:

• Multiple choice questions
• Theoretical questions
• practices in quality tools

2. Written paper (30%)

3. Interview - survey (10%).

Bibliography

1. Τσαρούχας Π. και Ψωμάς Ε. (2016), "Τεχνικές Βελτίωσης Ποιότητας", Εκδόσεις Ζήτη, Θεσσαλονίκη, ISBN: 978-960-456-450-7 (in Greek).
2. Συναφή επιστημονικά περιοδικά (International Journals):

• International Journal of Operations and Production Management
• International Journal of Quality and Reliability Management
• International Journal of Productivity and Performance Management
• The TQM Journal
• Total Quality Management and Business Excellence