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This is a lesson plan in TQM for a class activity is part of the professional course in the Bachelor of Science in Business Administration. The topic is good for 1.5 hours class meeting. It consists of a complete set of motivation, introduction, objectives of lesson, content, evaluation and synthesis including the sources of information used in the topic coverage. An assignment at the end of the lesson will prepare the students to get ready for next lesson's activity after the topic on Lesson 1.
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I.I.MEANING AND CONCEPTS MEANING AND CONCEPTS OF OF TOTAL QUALITY TOTAL QUALITY MANAGEMENTMANAGEMENT
Lesson 1- 2Lesson 1- 2ndnd Week, 1 Week, 1stst Meeting (1.5 hrs) Meeting (1.5 hrs)1.1.Definition of Quality, Quality Definition of Quality, Quality Management, Total Quality Mgt.Management, Total Quality Mgt.2.2.Elements of TQMElements of TQM3.3.Framework of TQMFramework of TQM
OBJECTIVESOBJECTIVES
At the end of the lesson you are able to:
1. Define Quality, Quality Management and Total Quality Management
2. Identify the key Elements of TQM 3. Enumerate the Clustered key elements of TQM4. Explain the concept of TQM5. Synthesize the various management systems of
TQM where participation of management, workforce, suppliers, and customers lead to Customer Satisfaction
6. Appreciate the use of a framework in addressing the needs of TQM
7. Apply TQM Framework in a case problems analysis
3feedbacks
Customer focus
Involves all employees
strategy
data and effective communication integrates 2quality discipline
1Customers Need
3Differentiates
QUALITY Hugley, Dodge. (2013). - a product's ability to satisfy a customer's needs or requirements - parameter which decides superiority or inferiority of a product - an attribute which differentiates from competitors
Customer focused, involves all employees, continual improvement
QUALITY MANAGEMENTHugley, Dodge. (2013).•a structured effort by employees to continuously improve the quality of their products or services through proper feedbacks and research
TQMTQMCua, McKone & Schroeder (2001)Cua, McKone & Schroeder (2001) - integrated philosophy of - integrated philosophy of management for continuously management for continuously improving the quality of products improving the quality of products
and processes responsibility and processes responsibility of everyone in the creation and of everyone in the creation and consumption of products/services consumption of products/services
TQMTQM Crosby, Philip et al. (2006)Crosby, Philip et al. (2006) --management approach to long term management approach to long term success through customer satisfaction. success through customer satisfaction. All members of the organization All members of the organization participate in improving processes, participate in improving processes, products, services and the culture in products, services and the culture in which they workwhich they work..
2. KEY ELEMENTS OF TQM2. KEY ELEMENTS OF TQM
R O O F
ACTIVITY 1ACTIVITY 1
LEADERSHIP IN ACTION LEADERSHIP IN ACTION
Objective: Assess students’ Objective: Assess students’ management gap in reading management gap in reading comprehension, problem analysis, and comprehension, problem analysis, and creativity in dealing with TQM creativity in dealing with TQM elements.elements.
DIRECTIONDIRECTION 1. GROUP YOURSELVES 1. GROUP YOURSELVES 2. ASSIGN GROUP LEADER 2. ASSIGN GROUP LEADER 3. READ PROBLEM IN 1 MINUTE 3. READ PROBLEM IN 1 MINUTE WRITE ANSWERS IN 2 MINUTES WRITE ANSWERS IN 2 MINUTES 4. ANSWER WHAT ARE ASKED 4. ANSWER WHAT ARE ASKED 5. LEADER NOTES THE 5. LEADER NOTES THE SUGGESTIONS OF MEMBERS SUGGESTIONS OF MEMBERS 6. PASS THE PAPERS 6. PASS THE PAPERS 7. ORALLY READ YOUR 7. ORALLY READ YOUR ANSWERS ANSWERS
1. Further study the specific content of Key Elements of TQMCluster 1-Foundations of TQM and Cluster 2- Bricks to Success
2. Be prepared for another case study analysis next meeting
Main Problem(s): Main Problem(s): 1. AgriCom Mgt- How to solve conflict on 1. AgriCom Mgt- How to solve conflict on policies (product warranty) with Dealerspolicies (product warranty) with Dealers2. Dealers Mgt-How to communicate 2. Dealers Mgt-How to communicate effectively to customers on product effectively to customers on product warranty policieswarranty policies3. Workforce- How to maintain customers 3. Workforce- How to maintain customers loyaltyloyalty4. Customers-How to maintain loyalty for 4. Customers-How to maintain loyalty for AgriCom and Dealers AgriCom and Dealers
References: References: Crosby, Philip B. et al. (2006). E Crosby, Philip B. et al. (2006). E Book inTotal Quality Management: Book inTotal Quality Management: USA: Google E CommerceUSA: Google E Commerce http://asq.org/learn-about-quality/total- http://asq.org/learn-about-quality/total-quality-management/overview/ quality-management/overview/ overview.htmloverview.html Hugley, Dodge. (2013). Total Hugley, Dodge. (2013). Total Quality Management. New Delhi, Quality Management. New Delhi, India: Random Exports. pp 23India: Random Exports. pp 23
CONGRATULATIONS TO ALL THOSE
WHO CONTRIBUTED TO THE EFFECTIVE
IMPLEMENTATION OF
TQM FOR THE AGRICOMP.INC
AND DEALERS OF FARMERS EQUIPMENT
