Программа интегрирована в учебный процесс, разработана с учетом европейских стандартов обучения на программах данного типа и может быть признана в качестве семестра за рубежом для иностранных студентов.
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Content 1. Introduction 2. List of topics 3. Guidelines for the study of discipline 4. Set of tasks and issues for the current, intermediate, and final certification of trainees 5. List of recommended scientific, educational and methodological literature 1. Introduction The main purpose of the course "Total quality management” is to give the students both theoretical knowledge and practical skills in the field of quality management in industrial and service enterprises. The objectives of the course are: to study the evolution and diversity of the category of "quality"; to consider the methodological foundations of the course "Total quality management", including the principles, functions and methods of total quality management; to know the basic scientific quality management schools (Russian, Japanese, American); to study the evolution and maintenance of the systematic approach to quality management, as well as main trends of its development; to explore the approach of ISO 9000 series to the quality management, to study the content of ISO 9001 “Quality management systems – Requirements”, to study the process approach to quality management and the concept of continuous improvement; to study the processes of product’s life cycle (processes associated with customers, design and development process, purchasing, production and service process); to know the main points and approaches of the national and international quality awards. After the studying the “Total quality management” course students will know the methodology and terminology of total quality management, contents of main approaches to quality management and main requirements and recommendations of the national and international standards in the field of quality. The process of the discipline aimed at forming the next students competencies: – ability to analyze and improve quality management processes, – ability to apply the knowledge of quality management principles, methods and functions in the practical activities; – ability to use the theoretical knowledge in the processes of forming, managing and improving quality management system. 2. List of topics 1 THE EVOLUTION AND MULTIPERSPECTIVITY OF THE "QUALITY” CATEGORY 1. Genesis and diversity of the "quality". 2. Current approaches to the determination of the "quality" content. Stages of understanding the category of "quality". Substrate, physical, systematic, functional, integrated understanding of quality. Classification of quality. Diversity of modern interpretations of the essence of the "quality" category. Quality as an absolute score, product’s features, the accordance to products purpose, the accordance to products cost, the accordance to standards, degree of customer satisfaction. 2. INTRODUCTIONS TO THE “TOTAL QUALITY MANAGEMENT” COURSE
The objects of the course: organization activities in overall, organization processes, products as the result of the organization activities, personnel. The objectives of the course. Course terminology. Categories revealed the content of the modern approach to the quality management. Total quality management concept. 3. Methodological base of the course “Total Quality management”
Quality management diversification: reasons to beginning and the content. The matrix of relationships between quality management levels and objects. Quality management levels: human, organizational, regional, national, global. Quality management principles: customer focus, leadership, involvement of people, process approach, system approach to management, continual improvement, factual approach to decision making, mutually beneficial supplier relationships. Quality management functions: planning, organization, motivation, control. Classification of the quality management methods: organizational, economical, technological, socio-psychological, expert. Relationships between quality management functions and methods. 4. FORMATION AND DEVELOPMENT OF THE QUALITY MANAGEMENT SCIENTIFIC SCHOOLS
The evolution of the quality management as organization activity: individual, guild, industrial and systemic. The unity of the management and quality management. The contribution of the American scientists in total quality management.W. Edwards Deming, Joseph Juran and Philip B. Crosby. 14 Points of TQM by Deming. Deming cycle. Juran's approach to quality planning, control and improvement. Crosby's ideology of conformance to quality standards. A.V. Feigenbaum contribution to the total quality management. Japanese approaches to the total quality management. K.Ishikawa. Quality loss function by G.Taguchi. The features of the Russian approaches to the quality management. A.K.Gastev. A.V.Glichev. D.S.Lvov. The comparative analysis of the different quality management schools. 5. SYSTEMIC APPROACH TO THE QUALITY MANAGEMENT 1. The necessity and the content of a systematic approach to quality management 2. Classification and main features of quality system models. 3. The practices of the implementation the systematic approach to quality management 4. Views and approaches to quality management based on ISO 9000 series. The categories of system and systematic approach to management. The reasons to use systematic approach in quality management. The notion of a systematic approach to quality management. Subjects and objects of quality management in the organization.The organization's policy in the field of quality. Classification of quality system models: research, engineering, normative, descriptive, graphic and mixed. Advantages and disadvantages of the models. Russian quality management systems. Quality management system, based on a process model. 6.Quality management system FORMATION in organization 1. Prerequisites for the quality management system formation 2. The main points and the model of quality management system 3. Stages of formation of the quality management system 4. Implementation of the process approach 5. Improving the organization's quality management system External and internal conditions, enabling the organization to develop and implement a quality management system. Benefits to the organization and its stakeholders after the implementation of quality management system. Problems of formation of the quality management system. Conditions for the effective implementation of the quality management system in the organization. Organization's quality management system according to the ISO 9000:2005 "Quality Management Systems. Fundamentals and vocabulary". Quality management system elements: organizational structure, documentation, processes, resources. Quality management system model based on the process approach. Stages of formation of the quality management system: organizational phase, main stage and final stage. Process approach. Methods and tools for improving the quality management system 7. THE CONTENT OF THE MODERN APPROACHES TO THE QUALITY MANAGEMENT
The content of the main trends in quality management. Convergence between numerous industrial and regional standards for quality management systems through the development and implementation of international standards and principles. Self-assessment as a tool for continuous improvement of organizations. Quality management in production and non-production spheres of economy based on the requirements and recommendations of ISO 9000. Dissemination of quality management approaches, methods and tools to the service organizations, social services, public authorities. The content of ISO 9000 series. The content of sections and requirements of ISO 9001:2008. The requirements to the quality management system documentation. ISO 9004:2009 "Managing for the sustained success of an organization. A quality management approach". The content of the process approach to quality management. Implementation the process approach in the organization. Basic concept of continuous improvement. Stages of the implementation of the concept of continuous improvement. Directions and objects of continuous improvement. Measures to support improvements in the organization. 8. CUSTOMER RELATIONSHIP MANAGEMENT 1. Orientation to customers in the organization 2. Basic elements of customer relationship management 3. Customer satisfaction estimation The essence of the "customer orientation” principle, its relationship with other quality management principles. Requirements of ISO 9001:2008 to the management of customer relationship: the definition of requirements related to the product, analysis of requirements related to the product, communication with consumers. Cycle of customer relationship management. Objectives of the study of consumer satisfaction. The relationship between customer satisfaction and loyalty. N. Kano model. Methods of customer satisfaction estimation. 9.QUALITY MANAGEMENT IN THE DESIGN AND DEVELOPMENT PROCESS 1. The influence of the design and development process on the quality of the final products 2. Key elements of the design and development process 3. Quality management in the design and development process The content of the design and development process. Reasons why the organization should has design and product development process. Factors affecting the quality of the design and development: the clarity of planning ongoing research; specific task, the definition and selection of the most promising areas of research, skill level of R & D performers and their material interest as ongoing studies, the presence and condition of the experimental base design, the selection research methodology, the necessary resources. Elements of design and development process: planning, definition of input and output data, the analysis of design and development, verification and validation of design and development, change management, project and development. Quality management techniques used in the design and development: process. Methods of psychological creativity (ideal final result, the operator PBC (size, time, cost), the method of the little people, synectics method, etc.) systematic methods of finding solutions (method of morphological analysis, Quality Function Deployment (QFD), Analysis of the types of failure mode and effects (FMEA)), methods to find solutions. 10. QUALITY MANAGEMENT IN THE PROCUREMENT PROCESS 1. Quality control in the procurement process 2. Methods for the suppliers evaluation 3. Content and types of incoming quality control 4. Formation of the partnerships with suppliers Quality control in the purchasing process: determining requirements for the quality of the delivered material and technical resources, components, products, registration of these requirements in the relevant technical standards, the definition of requirements for the suppliers, criteria for evaluation and selection of suppliers, evaluation and selection qualified suppliers and conclusion of agreements on quality, system design partnerships with suppliers, the implementation of quality control input. Methods for the suppliers opportunities estimation: assessment based on experience with similar supplies and the experience of other consumers, estimation capabilities (Method of the A. Robertson); research reputation of the supplier; quality management system audit, a comprehensive analysis of information relating to the supplier's business processes. Types of incoming quality control. Forms of interaction with suppliers: organizational and economic, financial, economic, socio-psychological, legal. 11. QUALITY MANAGEMENT IN THE PRODUCTION AND SERVICE PROCESS
Quality control function implemented in the production and service process: planning and security, validation, identification, preservation of product conformity. Factors forming the quality during production and service process: production and technological factors (technical level and the level of development of basic production assets, scientific and technical level and the level of learning processes; the level of mechanization and automation of production processes and services), socio-psychological factors (culture of production, the level of qualifications of staff involved in the production and service process; staff interest in improving the results of its activities; personal initiative and creative approach to the work performed by the staff). TPM system. The content of types of quality control.Statistical methods for quality control. Individual and summary measure of product quality. Methods for determining values of quality products: settlement, organoleptic, registration, measuring. 12. INTERNATIONAL AND NATIONAL QUALITY AWARDS
National quality awards: goals, models and realization mechanism. Deming Prize. Baldrige Award. EFQM Excellence Award. EFQM Excellence model. Fundamental concepts of the EFQM Excellence model. RADAR logic. Russian Government Quality Award. The model of the Award. Model’s criteria. Regional and industrial quality awards. 3. Guidelines for the study of the course The course «Total quality management» is supposed to form theoretical as well as practical skills in the sphere of quality management. This goal can be achieved only with the systematic work of students on the study of the discipline. Successful development of the discipline «Total quality management» consists of careful work in lectures, practical exercises, self- reflection in preparation for seminars and during the execution of individual project tasks, working with recommended literature, the discussion of topical issues of quality management. During the course students will listen and discuss important issues with teachers, carry out practical tasks, analyze the business and practical situations, participate in discussions in seminars, carry out independent work. It is important to work with recommended literature. The student must be able not only to correctly use the references offered by teachers, but also independently find necessary for the expansion of learning and literature, skillfully use electronic resources. At independent practical and project work of the students should be done with the application software Microsoft. Thematic seminars will be provided with the use of computers and multimedia complex. 4. Set of tasks and issues for the current, intermediate, and final certification of trainees |
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