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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4.1 Issues discussed on the practical lessons. 1 THE EVOLUTION AND MULTIPERSPECTIVITY OF THE "QUALITY” CATEGORY
9. Discuss the advantages and disadvantages of the different understating of quality. 10. Why now many specialists connect the quality with the satisfaction of the certain customers’ requirements? 11. What definitions of quality do the international standards have? 12. On the base of the known to you quality definitions and your own experience try to give your own quality definition. 2 INTRODUCTIONS TO THE “TOTAL QUALITY MANAGEMENT” COURSE
3 Methodological base of the course “Total Quality management” 1. Justify the need for a multilevel approach to quality management. 2. Expand the content of the regional and national levels of quality management. 3. List the basic principles of quality management. Describe the possibilities of their use for the quality management of your student group. 4. Which quality management principle in your opinion is the most significant? Justify your answer. 5. Describe the basic functions of quality management quality. Give examples of the theirrealization in the activities of your student group. 6. Classify the methods of quality control. Expand the contents of each of the groups of methods. 7. Which of the following methods, in your opinion, play the most important role in the process of quality management: a) at the industrial company; b) at the university; c) in the hospital; g) at the hotel. 8. Discuss the relationship of the quality management methods with the corresponding functions and principles. 4 FORMATIONANDDEVELOPMENTOF THEQUALITY MANAGEMENT SCIENTIFIC SCHOOLS 1. List the main stages of the evolution of work on quality. Expand their content. 2. Summarize the content of the formation of scientific fundamentals of quality management. 3. Discuss the contribution of known to you representatives of the scientific, classical management schools, as well as the school of human relations in the theory and practice of quality management. 4. Summarize the contribution of American, Japanese and Russian scientists in the development of the theory and practice of quality management. 5. Compare approaches of W. E. Deming, J. Juran, Ph. Crosby and F. A. Feigenbaum. Identify similarities and differences. 6. Justify the possibility of applying the W. E. Deming principles for the student group. 7. Based on the content of the basic provisions of the philosophy of W. E. Deming, combine 14 management principles proposed by scientists in the following groups:
10. Formulate proposals for improving the work of student group according to the J. Juran "quality triad". 5 SYSTEMIC APPROACH TO THE QUALITY MANAGEMENT 1. Describe the contents of a systematic approach to quality management and justify the need for its using. 2. Explain what is the policy of the organization's quality, expand the content of its components. 3. Develop a quality policy: a) for your student group; b) for your family; c) for child health clinics; g) for the hotel. 4. Give the classification of models of quality management systems, explain the purpose of their using, their advantages and limitations. 5. Give the examples of descriptive and graphical models of quality management systems. 6. Justify the need for the ISO 9000 series development. Specify the reasons for which enterprises adopt these standards into their practice. 7. Define the criteria by which policy can be evaluated in terms of quality. 6 Quality management system formation in organization 1. Discuss the basic presuppositions of the quality management systems formation in the organization. 2. Describe the main advantages for the organization because of the development and implementationof the quality management system. 3. Give a description of the main provisions of the quality management system according to the requirements of ISO 9000. 4. Describe the elements of the model and the quality management system. 5. List the main stages of the quality management system. Which do you think is the most difficult and complicated? Justify your answer. 6. What approaches to classification organization processes of the organization exist? 7. Describe the structure of the quality management system documentation. 8. What documented procedures of the quality management system should be developed? Why are these procedures? Justify your answer. 7 THE CONTENT OF THE MODERN APPROACHES TO THE QUALITY MANAGEMENT 1. List the main trends in the quality management. Expand the content of these trends in relation to the activities of enterprises and organizations. 2. Describe the basic concepts of total quality management. What is the difference from the traditional approach to quality management? 3. Expand the content of the quality management approach according to the ISO 9000 series. 4. Give a description of the basic documents of quality management system. 5. What is the role of senior management in the development, implementation and operation of the quality management system? 6. Most modern approaches to quality management emphasis on the leadership of senior management of the organization. What, in your opinion, is the role of middle- and low-level managers in the process of quality management in the organization? 7. Reflect the basic requirements for the process of resource management in accordance with ISO 9001:2008. 8. What is the essence of the process approach to management? 9. Expand the content of the stages of implementation of process approach in the organization. List the main group of the quality management system processes. 10. Expand the contents of the principle of continuous improvement. How this principle is reflected in the cycle PDCA? 11. State the purpose and main stages of continual improvement of the organization. Identify the strengths and weaknesses of existing approaches to improvement. 12. Describe the objects of continuous improvement in the organization. What conditions must be observed in order to support improvements in the organization? 13. Expand the contents of the main measures to support improvements. 8 CUSTOMER RELATIONSHIP MANAGEMENT 1. Expand the content of the principle "customer orientation" 2. Describe the relationships of the principle of "customer orientation" with the other principles of quality management. 3. What are the basic elements of customer relationship management? Which do you think is most important? 4. Reflect the content of the customer relationship management. 5. What is the purpose of customer satisfaction survey? 6. Give a description of the N.Kano model. 7. What are the benefits for the organization due to the growth of customer satisfaction? 8. List the sources of information that can be used for customer satisfaction surveys. 9. Expand the contents of the main methods of customer satisfaction surveys. 10. What, in your opinion, is the difference between the perception of the degree of satisfaction of consumers and producers' organizations? 11. Make a list of your personal "consumers". What can you do to identify and meet their needs? 12. Try to offer a situation in which the implementation of the principle of "customer orientation" is not decisive for the success of the organization. 13. How the organization defines its consumers? Who, in your opinion, is the consumer for your school, public authorities, the football club? 9 QUALITY MANAGEMENT IN THE DESIGN AND DEVELOPMENT PROCESS 1. Summarize the impact of the design and development process to the quality of the final product of the organization. 2. List the main objectives and the reasons for the implementation of design and development process. Which ones do you think are most important? 3. Describe the factors affecting the efficiency of design and development process. 4. In what quality system attention was paid to the design and development processfor the first time? Prepare a message about this system. 5. Expand the contents of the main requirements of ISO 9001-2008 to the design and development process. 6. Give a description of input and output data for the design and development process. 7. What are the purposesof analyzing the design and development process? 8. What is the essence of the verification and validation of design and development process? 9. Give the classification of quality management methods in the process of design and development. 10. What is the essence of the quality function deployment method? 14. List the basic requirements of consumers to process of the purchase of books in the bookstore of the university; to the studentroom, to work of the buffet. How can be QFD-method used to improve those processes? Build a relationship matrix of consumer requirements and technical specifications for each of the examples. 10 QUALITY MANAGEMENT IN THE PROCUREMENT 1. What is the quality of procurement? 2. List the basic steps of quality management in the purchasing process. 3. Expand the content of the elements of quality management in the purchasing process. 4. Expand the contents of the data reflecting the reputation of the supplier. 5. Which of the evaluation criteria, reflecting the resources provider, are the most significant for the consumer? Justify your answer. 6. Explain the benefits of partnerships with suppliers. 7. List the factors that influence the nature of the relationship with suppliers. Expand their content. 8. Prepare reports about main forms of the interaction with suppliers. 11 QUALITY MANAGEMENT IN THE PRODUCTION AND SERVICE PROCESS 1. List the main functions of quality control implemented during production and service process. 2. Expand the content requirements of ISO 9001:2008 in the process of production and service. 3. Justify the need to implement the function of motivation in the process of production and service. 4. Prepare a report on the activity of “quality circles” in various countries around the world. 5. What are the main features of 5S system? What elements of this system can be applied to your academic activities of the group? Explain your answer. 6. List the basic steps of quality control. 7. Construct a chart showing the classification of quality control according to the different features. 8. Classify quality control, depending on where it’s in the production process and the amount of controlled items. 12 INTERNATIONAL AND NATIONAL QUALITY AWARDS 1. Describe the basic terms for the participation in the competition for the award of W. E. Deming. 2. Discuss the content of the Deming prize model criteria 3. List the main stages of the competition for the award of W. E. Deming. Which do you think is the most significant for the participants? 4. Name the most important goal of establishing U.S. national award for quality. What are the terms for participation in this competition? 5. Reflect the essence of assessment procedures for the award of M. Baldrige. 6. Expand the content of self-confidence model of the Baldrige Award. 7. Give a description of the content of the EFQM excellence model. 8. How should be used RADAR? 9. Working in small groups, discuss how the criteria of the main international quality award can be used for self-assessment of: a) Bank b) hospital c) University. 10. What was the goal of establishing Russian Government quality award. What are the basic terms and limitations for the participation in the competition? 11. List at least three reasons why the basis of the Russian Government quality award is the EFQM excellencemodel. 12. Describe the main stages of the Russian quality competition. What stage is the most time-consuming for the organization? 13. Describethe content of the model of the Russian Government quality award. What criteria are most important in the model and why? 4.2 Tasks for independent work 1. Construct a chart showing the relationship of quality management methods with the corresponding functions and principles. 2. After examining the contents of the chapter, as well as reading the recommended literature, try the following exercise. Prepare a memo to the head of the company, which justify the problems of implementation 8 quality management principles. Assume the position that your organization operates in: tourism and hospitality; education; health; banking. 3. Fill the table about main differences between different scientific schools
4. Fill the table about the Russian quality management systems.
5. Using the information presented in the course, highlight key processes applied to your student life. Identify the key inputs and outputs of the process, describe its structure, select the control points, performance indicators and efficiency of processes; develop recommendations to improve the selected process. 6. Fill the table about creativity methods in quality management
7. Fill the table about most significant methods for the suppliers evaluation
8. Make the comparative analysis of the different quality awards and fill the table.
9. Based on the data presented in the table determine the value of the quality factor of employee labor and wages, if within a month he was admitted to a number of disruptions. Draw conclusions. Normative quality factor for labor is 0.9.
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