Course syllabus

Course description Quality Management IEK313

(7,5 credits)

 

Examiner: Henrik Eriksson, henrik.eriksson@chalmers.se

Course/Teaching Assistant: Daniel Gyllenhammar, daniel.gyllenhammar@chalmers.se

Version: 2020-08-27

Aim

The aim of the course is to help the students to acquire knowledge about various initiatives to improve quality and to better understand the area of Quality Management. The course also aims to help the students to develop practical skills as a mean to facilitate improvement initiatives.

Learning outcome

  • Describe quality management, and its principles and the content of the principles
  • Describe the reasons for organizations to improve and barriers to improvements
  • Describe how successful organizations work, and being able to apply different ways to assess organizations
  • Describe how and when different principles and methodologies of quality management can be used in practice
  • Apply different principles and methodologies practically to improve organizations, processes and products

Content

The course provides an overview of the quality management field and practical training. The course includes lectures, seminars, exercises, and group work. Guest lecturers provide insights into how quality management initiatives are carried out in practice. Topics covered in the course:

  • Key principles of quality management
  • Purpose-driven organizations, customer focus, customer needs
  • Process management and process improvements
  • Six Sigma, lean production, agile
  • Management, leadership, and motivation
  • Improvements
  • Quality management in practice
  • Management systems, and assessment and audit
  • Standards like ISO 9001 and excellence models
  • Successful and high-performing organizations
  • Management Innovations and trends

Organisation

The main building blocks of the course consist of lectures, seminars, group work and individual studies. Students are encouraged to explore other content related to the course online. Some activities are compulsory (see Schedule). The course webpage on Canvas is used as the main communication tool. All parts of the course are online.

 

Schedule/Overview

 

Date

Time

Topic

Tea-cher

Litera-ture

 

 

MODULE 1 Introduction to Quality Management

HE

 

1 Sept

13:15-15:00

Introduction to course and quality management. Learning online. Getting to know each other. (ZOOM LIVE)

HE

1

1-3 Sept

Any

Principles of quality management (RECORDED VIDEOS)

HE

1

4 Sept

13.15-15.00

Business Excellence and Swedish Institute for Quality (SIQ).

COMPULSORY GUEST LECTURE (1) (ZOOM LIVE)

MD/ HE

1,2

 

 

MODULE 2 Improvement and Quality Management methods

HE

 

8-10 Sept

Any

Quality Management methods, Improvement and Six Sigma. (RECORDED VIDEOS)

MS

1 (Ch. 7)

11 Sept

13:15-15:00

Quality Management methods, Improvement and Six Sigma WORKSHOP COMPULSORY (2)

MS

 

 

 

MODULE 3 Change, Motivation, Innovation, Lean, Agile

DG

 

 

 

Lean, Agile, Change: Lean methodology (ZOOM LIVE) Moved to 22 Sept!

TJ

1 ,3

15 Sept

14.15-17.00

Lean, Agile, Change: Motivation (ZOOM LIVE) 

IS

1 (Ch. 6)

17 Sept

13:15-15:00

Lean, Agile, Change: Agile (ZOOM LIVE)

JBS

4

15-18 Sept

Any

Lean, Agile, Change: Change Management & Improvement processes (Self study: Readings)

 

5, 6

18 Sept

13:15-15:00

(Lean), Agile, Change. WORKSHOP COMPULSORY (3) (ZOOM LIVE)

DG

1, 3, 4, 5, 6

 

 

MODULE 4 Management systems, Audits & Standards

HE

 

22 Sept

13.15-15.00

Swedish Institute for Standards, ISO 9000 series and its applications. COMPULSORY GUEST LECTURE (4) (ZOOM LIVE)

TB & HE

7

22 Sept

15:15-16:00

Lean, Agile, Change: Lean methodology (ZOOM LIVE) (UPDATE!) (Still belonging to Module 3)

TJ

1 ,3

24 Sept

13.15-16.00

Management systems and audits. (ZOOM LIVE)

JL

7

25 Sept

13.15-15.00

Management systems and ISO 9001. WORKSHOP COMPULSORY (5) (ZOOM LIVE)

JL/HE

7

 

 

MODULE 5 Customer Focus

ABJ

 

28 Sept-30 Sept

Any

Customer focus: An introduction to customer needs, customer focus: Working with customer satisfaction and customer feedback. (RECORDED VIDEOS)

ABJ

8, 9

1 Oct

13:15-16:00

Customer focus: Working with QM in the age of digitalization and servitization. WORKSHOP COMPULSORY (6) (ZOOM LIVE)

ABJ

8, 9

 

 

MODULE 6 Summary and Home Paper

 

 

8 Oct

23.59

Planning Report for Home Paper via Canvas due

 

 

13 Oct

Any

General feedback planning report. (RECORDED VIDEO)

ABJ

 

13 Oct

13.15-16.00

Interactive Assessment Half class. Sign up for either 13 Oct or 15 Oct. One occasion is compulsory (ZOOM LIVE)

HE

All above

15 Oct

13.15-16.00

Interactive Assessment Half class. Sign up for either 13 Oct or 15 Oct. One occasion is compulsory (ZOOM LIVE)

HE

All above

16 Oct

23.59

Learning Log via Canvas due

 

 

20 Oct

13:15-15:00

Summary and Question. (ZOOM LIVE)

HE

 

23 Oct

23.59

Home paper via Canvas due

 

 

Teachers: Henrik Eriksson (HE), Andrea Birch-Jensen (ABJ), Jan Lenning (JL), Torbjörn Jakobsson (TJ), Johannes Berglind Söderqvist (JBS), Daniel Gyllenhammar (DG), Ingrid Svensson (IS).

Guest Teachers: Marco Santos (MS) from Jönköping University, Mats Deleryd (MD) from SIQ, Tina Bohlin (TB) from SIS.

Students are expected to read material and make themselves familiar with key concepts prior to the particular lecture and prepare for discussions of theoretical concepts and their applicability in different contexts. The lectures on zoom will not be recorded.

Literature

  1. Eriksson, H. (2020). Five principles of Excellent Organizations. Förbättringsakademin, Göteborg, Sweden. (the book is available at Store/Campus Johanneberg and online)
  2. SIQ (2019). The SIQ Management Model. Uploaded on Canvas
  3. Liker and Meier, D. (2006), The Toyota Way fieldbook: a practical guide for implementing Toyota´s 4Ps, McGraw-Hill. page. 6-14
  4. Rigby, D. K., Sutherland, J., & Takeuchi, H. (2016). Embracing agile. Harvard Business Review, 94(5), 40-50.
  5. Kotter, J. P. (2007). Leading Change: Why Transformation Efforts Fail. Harvard Business Review, 85(1), 96–103.
  6. Beer, M., & Nohria, N. (2000). Cracking the code of change. Harvard Business Review, 78(3), 133-141. 
  7. ISO (2015). ISO 9001:2015, Quality Management Systems- Requirements. http://proxy.lib.chalmers.se/login?url=https://enav.sis.se/Standard/?std=STD-8016642
  8. Porter, M. E., & Heppelmann, J. E. (2014). How smart, connected products are transforming competition. Harvard business review, 92(11), 64-88.
  9. McKinsey Consultancy Report, “Are you really listening to what your customers are saying?”, https://www.mckinsey.com/business-functions/operations/our-insights/are-you-really- listening-to-what-your-customers-are-saying

Supplementary Videos. Note: Videos are complementary and voluntary

  1. The Toyota Way to Excellence - Jeffrey Liker on Vimeo https://vimeo.com/44328452
  2. John Seddon - Re-thinking IT keynote speech part 1 https://www.youtube.com/watch?v=hbNsQFd8DQw
  3. How great leaders inspire action | Simon Sinek – YouTube https://www.youtube.com/watch?v=qp0HIF3SfI4
  4. Ricardo Semler: How to run a company with (almost) no rules | TED Talk https://www.ted.com/talks/ricardo_semler_how_to_run_a_company_with_almost_no_rules/transcript
  5. Gary Hamel on the Future of Management – YouTube Gary Hamel on the Future of Management
  6. Finn Øien Lecture - Professor Julian Birkinshaw – YouTube Finn Øien Lecture - Professor Julian Birkinshaw
  7. Reinventing Organizations – YouTube Reinventing Organizations
  8. Agile product ownership in a nutshell – Youtube: Agile Product Ownership in a Nutshell

 

Examination

For passing the course, the following course elements have to be accomplished:

  1. Interactive Assessments (pass/ no pass)

Sign up for one of the two occasions. During the workshop of the interactive assessment each student will formulate a question/issue about Quality Management. We will then form groups and each group will provide answers to some selected questions/issues. Each group will present their answer for the other groups.

If you cannot attend on the day of the assignment or not get a pass: Write an essay, minimum 2000 words. In the essay you should write your reflections of the content of the course. The essay is submitted via Canvas or to the teaching assistant. The essay is due 23rd of October.

  1. Learning Log (pass/ no pass)

See uploaded instruction on Canvas. If you do not get a “pass” you have to redo the assignment. The learning log is submitted via Canvas.

  1. Planning Report (pass/ no pass)

See document “Exam essay” for instructions.

  1. Home Paper (Grading scale: no pass, 3, 4 or 5)

See document “Exam essay” for instructions.

Exam dialogue is scheduled at 17th of November between 12.00-13.00, via Zoom.

  1. Five out of six compulsory guest lectures and workshops (pass/ no pass)

For each compulsory guest lecture and workshop the attendance will be checked. You have to attend five or more occasions to get a pass.

If you have attended 4 or less than 4 compulsory guest lectures and workshops, write an essay, minimum 1500 words for each compulsory task you missed. In the essay you should write your reflections of how quality is managed in an organization where you have previously worked or have experience from.  Every kind of organization works, e.g. Non-profit, summer jobs, etc. Preferable you use some kind of model, for example, the five principles from the book to describe the organization. This task is due 16th of October.

Course Evaluation

In order to improve the course, the course evaluation group of is to be formed with the aim of developing the goals, contents and pedagogy of the course, focusing on student learning. The process shall encourage a dialogue between teacher and students on how the education can be improved, i.e. current and future course. The course evaluation meetings with the course evaluation group and the examiner and teaching assistant will be held on 3 occasions.

Office

Division of Service Management and Logistics is located in the right wing of the Technology Management and Economics building, one level up from the entrance floor. Course staff offices are in the division corridor.

Course summary:

Date Details