The purpose of this course is to introduce the student to the concepts, theories, research methods and practical issues in representative areas of total quality management. The course presents and assesses various theoretical orientations regarding quality in relation to all key economic sectors: manufacturing, service, health care, etc. Although primary attention is given to research and theory within the field of quality management, the interdisciplinary nature of the topic requires integration of material from other disciplines.
The philosophical perspectives supporting total quality management (TQM) - from organizational culture to customer value measurement. The course is to achieve the following goals:
1. To introduce students to the philosophies, methods and tools of TQM and suggest a new paradigm for management which goes beyond TQM as it is commonly viewed today.
2. To point out that Total Quality is vital to every organization at every level, not just to manufacturing firms in their production areas.
3. To instill in every student the idea that quality is a managerial concept first, and a technical concept, second.
4. To introduce the concept of competitive advantage that denotes a firm’s ability to achieve market superiority over its competitors. Quality is a key source of national and international competitive advantage, and studies have shown that quality is positively related to increased market share and profitability.
5. To point out the businesses should view quality at three levels: the organizational level, the process level and the performer level, which cuts across traditional boundaries and provides better information for achieving customer satisfaction.
6. To introduce the idea that quality is a personal, as well as an organizational concept and that it can be applied to individual excellence and achievement of personal objectives, not just organizational ones.

The purpose of this course is to introduce the student to the concepts, theories, research methods and practical issues in representative areas of total quality management. The course presents and assesses various theoretical orientations regarding quality in relation to all key economic sectors: manufacturing, service, health care, etc. Although primary attention is given to research and theory within the field of quality management, the interdisciplinary nature of the topic requires integration of material from other disciplines.
The philosophical perspectives supporting total quality management (TQM) - from organizational culture to customer value measurement. The course is to achieve the following goals:
1. To introduce students to the philosophies, methods and tools of TQM and suggest a new paradigm for management which goes beyond TQM as it is commonly viewed today.
2. To point out that Total Quality is vital to every organization at every level, not just to manufacturing firms in their production areas.
3. To instill in every student the idea that quality is a managerial concept first, and a technical concept, second.
4. To introduce the concept of competitive advantage that denotes a firm’s ability to achieve market superiority over its competitors. Quality is a key source of national and international competitive advantage, and studies have shown that quality is positively related to increased market share and profitability.
5. To point out the businesses should view quality at three levels: the organizational level, the process level and the performer level, which cuts across traditional boundaries and provides better information for achieving customer satisfaction.
6. To introduce the idea that quality is a personal, as well as an organizational concept and that it can be applied to individual excellence and achievement of personal objectives, not just organizational ones.

1. book: Quality Management, 3rd edition By Howard S. Gitlow, Alan J. Oppenheim, Rosa Oppenheim, and David M. Levine
2. book The Management and the Control of Quality, 5th edition By James R. Evans and William M. Lindsay

1. book: Quality Management, 3rd edition By Howard S. Gitlow, Alan J. Oppenheim, Rosa Oppenheim, and David M. Levine
2. book The Management and the Control of Quality, 5th edition By James R. Evans and William M. Lindsay