Review Module 1:  QMS 101

Chapter 1:  Introduction

History

Concept of Quality

Quality in Manufacturing – components

Quality in Service – components

Dissatisfiers, satisfiers, exciter/delighters

Chapter 2:  Approaches to Quality

Deming philosophy

                Foundations

                Systems & variation

                Deming’s 14 points

Juran:  Quality trilogy, fitness for use, definition of quality

Crosby:  Quality is free, zero defects

ISO 9000 and QS 9000

Cases

Chapter 11:  Total Quality and Organizational Change

Four stages of learning

Importance of change:  customer expectations continuously evolve

Cultural change

                Culture

                Learning about culture

                Elements of total quality culture

                How culture is changed

                Making the new culture permanent

Continuous improvement

                Kaizen

                How it is practiced:  set priorities, suggestion systems, Deming cycle,

                Improvement types, persistence

Reengineering

                50% improvements, 100 year old attic

                principles

Cases

Essay:  TAKE HOME

Explain each of Deming’s 14 points in detail.  Also provide an overview of the Juran and Crosby

philosophies.