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BUSI 2003: Operations

Week 4: Managing Quality

Week 4: Managing Quality

Customers are the ultimate judges of quality, and their expectations regarding value and quality of products and services change over time. This requires every organization to continuously improve the quality of its products and services to remain competitive.

This week, you focus on principles of quality management, criteria for evaluating quality management practices, and quality control systems. You also examine techniques for measuring product and service quality.

Learning Objectives

Students will:
  • Evaluate approaches to quality improvement
  • Evaluate product and service quality
  • Apply process thinking to product and service operations
  • Identify supply chain and operations management concepts, theories, and practices

Learning Resources

Note: To access this week’s required library resources, please click on the link to the Course Readings List, found in the Course Materials section of your Syllabus.

Required Readings

Schroeder, R. G., Goldstein, S. M., & Rungusanatham, M. J. (2018). Operations management in the supply chain: Decisions and cases (7th ed.). New York, NY: McGraw-Hill/Irwin.

  • Chapter 8, “Managing Quality” (pp. 138-157)Offering a product or service that a customer considers to be of good quality is essential for the success of any organization. This chapter discusses different types of quality that may be evaluated, including design quality, safety standards, reliability, and customer service. In addition, the chapter discusses the ISO 9000 process certifications and the Baldrige Award that are available to companies that meet certain standards of excellence. Focus on the definitions provided throughout this chapter. Review and think about the examples and anecdotes provided in the chapters that illustrate the major ideas being conveyed. Consider what you know about quality management principles. Ask yourself, what skills are necessary for today’s operations manager and how do these skills reflect quality management principles?
  • Chapter 9, “Quality Control and Improvement” (pp. 159-181)Development and implementation of quality control systems are critical to continuous, consistent production of high quality products and services. Concepts including quality attributes, process capability, and continuous improvement are discussed. Programs for quality management, including Sigma Six, and tools for quality control are presented. The United States is rapidly moving away from manufacturing to a service-based economy. Pay particular attention to the discussion regarding quality control in the service industries and the unique challenges faced by service businesses in quality measurement and management.

Optional Resources

Schroeder, R. G., Goldstein, S. M., & Rungtusanatham, M. J. (2018). Operations management in the supply chain (7th ed.). Retrieved from http://highered.mheducation.com/sites/0077835433/student_view0/index.html


Discussion 1: Managing Quality

This week, one of the areas you have been reading about is the importance of managing quality within an organization. Despite how efficient and low cost a business might be, if the quality of its product is low or its customer service is non-existent, it will not likely succeed in the long run. Consider what you have learned about making quality a part of the entire planning and implementation process. In particular, recall the approaches to quality improvement supported by Deming and Juran that were introduced in your reading.

To prepare for this Discussion, consider the following:

Compare and contrast the Deming and Juran approaches to quality improvement. Consult resources in addition to your textbook for more in-depth information on their philosophies of quality. If you wish, you may also do some outside reading and discuss Phillip Crosby as well.

With that in mind:

By Day 3

Post a 250- to 300-word statement that addresses the following:

  • Describe one of the Deming and Juran approaches to quality improvement and how its use might affect a company.
  • What would be some of the advantages? What would be some of the initial difficulties that may be encountered during implementation? Explain why.

Read a selection of your colleagues’ postings.

By Day 6

Respond to two or more of your colleagues’ postings in one or more of the following ways:

  • Ask a probing question.
  • Share an insight from having read your colleague’s posting.
  • Offer and support an opinion.
  • Make a suggestion.
  • Expand on your colleague’s posting.

Return to this Discussion in a few days to read the responses to your initial posting. Note what you learned and the insights you gained as a result of the comments your colleagues made.

Note: Be sure to support your work with specific reference citations from the Learning Resources and any additional sources you consulted. All references must be cited in APA format in an alphabetized list of references at the end of your summary post.

Submission and Grading Information

Grading Criteria

To access your rubric:Week 4 Discussion 1 Rubric

Post by Day 3 and Respond by Day 6

To participate in this Discussion:Week 4 Discussion 1


Discussion 2: Group Case Study

You will have two tasks to complete for the Polaris Industries Inc.: Global Plant Location case (p. 449). One will involve a Group Discussion and the other will be an Individual Assignment. The information from both parts will be used for your individual Case Study Paper, due in Week 5.

The Individual Assignment will help you to focus your analysis of the case, apply course concepts, and accomplish the course Learning Objectives. You and your group members should discuss the best answers to the question or questions presented. Each member of the group is required to post a response to the assigned questions in the Group Discussion Board.

Read the Polaris Industries Inc.: Global Plant Location case study in your course text. For your Group Discussion this week, do the following:

By Day 3

Post a 250- to 350-word response that addresses the following:

  • Which location provides Polaris the greatest advantage?
  • What factors should be considered in making this decision?
  • What conditions would need to change for you to select another location? Explain your rationale.

Note: Complete the Group Discussion each week in the corresponding Forum of the Group Discussion Board found in the Groups area.

Submission and Grading Information

Grading Criteria

To access your rubric:Week 4 Discussion 2 Rubric

Post by Day 3

To participate in this Group Discussion:Groups


Project: Group Case Study

Read the Polaris Industries Inc.: Global Plant Location in your course text (p. 449). After reviewing the information in this case and the Learning Resources for this week, complete the following:

By Day 7

Submit and post to the Discussion Board a 250- to 350-word response to the following questions:

  • Assume that you are a judge for the Malcolm Baldrige Award. Using Table 8.4 on in your text, how would you evaluate Polaris for this prestigious award?
  • Briefly describe the Baldrige Award. State each category of evaluation and describe Polaris’ performance in each category. Recommend a point award for each category based on the company’s performance.

Note: In addition to submitting your paper to the submission link below, post it to the Discussion 3 thread in the corresponding Forum of the Group Discussion Board. The Group Discussion board can be found in the Groups area.

Post by Day 7

To participate in this Group Discussion:Groups

Submission and Grading Information

To submit your completed Assignment for review and grading, do the following:

  • Please save your Assignment using the naming convention “WK4Proj+last name+first initial.(extension)” as the name.
  • Click the Week 4 Project Rubric to review the Grading Criteria for the Assignment.
  • Click the Week 4 Project link. You will also be able to “View Rubric” for grading criteria from this area.
  • Next, from the Attach File area, click on the Browse My Computer button. Find the document you saved as “WK4Proj+last name+first initial.(extension)” and click Open.
  • If applicable: From the Plagiarism Tools area, click the checkbox for I agree to submit my paper(s) to the Global Reference Database.
  • Click on the Submit button to complete your submission.
Grading Criteria

To access your rubric:Week 4 Project Rubric

Check Your Assignment Draft for Authenticity

To check your Assignment draft for authenticity:Submit your Week 4 Assignment draft and review the originality report.

Submit Your Assignment by Day 7

To submit your Project:Week 4 Project


Week 4 Quiz

Welcome to the Week 4 Quiz.

There is no time limit to complete the Quiz. It is made up of 15 multiple-choice questions, and is worth 30 points. It covers Chapters 8 and 9 of the course text.

By Day 7

Complete the quiz of this week.

Submission and Grading Information

Submit Your Quiz by Day 7

To submit your Quiz:Week 4 Quiz


Week in Review

This week you evaluated approaches to quality improvement and product and service quality. You also applied process thinking to product and service operations.

Next week you will be introduced to the concept of a supply chain and organizations as systems in which all elements are interconnected.

Next Week

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