QMS 101 INTORDUCTION TO QUALITY SYSTEMS SYLLABUS

COURSE MODULE DESCRIPTION
Students are introduced to fundamental concepts, principles, and practices used to improve quality in organizations. The need for organizational change is reviewed and paradigms of quality are introduced. An overview of areas of change, methods of quality planning, and methods for implementing quality policies are provided. Students will practice problem solving techniques, make decisions based on data, work in teams, troubleshoot, and demonstrate knowledge of implementing continuous improvement processes.
Credit Hours: 3 
Contact Hours: 45
Prerequisites/Co-requisites: None
Course Module Schedule/Calendar
This course module is offered on a self-paced basis.  Calendar start and finish dates are determined by the student's Enrollment Notification. 

GENERAL EDUCATION COMPETENCIES
Students should prepare for twenty-first century challenges by gaining:
 
A. Knowledge of human cultures and the physical and natural worlds through study in the sciences and mathematics, social sciences, humanities, histories, languages, and the arts.
 
B. Intellectual and practical skills, including:
•	inquiry and analysis
•	critical and creative thinking
•	written and oral communication
•	quantitative literacy
•	information literacy
•	teamwork and problem solving
 
C. Personal and social responsibility, including:
•	civic knowledge and engagement (local and global)
•	ethical reasoning and action
•	foundations and skills for lifelong learning
 
D. Integrative and applied learning, including synthesis and advanced accomplishment across general and specialized skills. 

COURSE MODULE INFORMATION
Module Learner Competencies and Outcomes:
Upon completion of this module the student should be able to:
1.	Describe significant eras in the history of quality, their effect on modern politics, culture, and technologies.
2.	Explain the significant factors that necessitate quality improvement in manufacturing and service industries.
3.	Give details of the major quality philosophies, principles, and paradigms.
4.	Develop a working knowledge of technical standards.                                                       
5.	Identify a variety of quality improvement tools and techniques
6.	Identify a fundamental understanding of statistical process control.
7.	Apply fundamental quality tools to a variety of organizational situations.
8.	Identify potential areas of organizational change and contribution of each to quality improvement.
9.	Explain the human factors and personal changes that impact quality efforts
10.	Explain lean manufacturing and other quality systems.
11.	Identify current visual management, and continuous improvement efforts.  
12.	Develop and use tools and processes necessary to benchmark customer service
13.	Define procedures used in quality planning
14.	Identify key factors in creating an effective team
15.	Explain a variety of internal and external performance measures
16.	Describe systems for gaining customer feedback and methods to enhance customer relations
17.	Demonstrate problem solving techniques in a team 
18.	Identify major factors to be considered in structuring a quality culture
19.	Identify key human resource requirements to attract and retain key employees
20.	Describe a variety of techniques to reward and reinforce employees
21.	Explain important management considerations in maximizing the power of people

Course Outline:
I. The Need for Change
           A. Historical overview and organizational models
           B. Post industrialism and the emergence of a global economy
           C. The quality movement in the United States
           D. The flexible model of organizations
II. Philosophies, Principles, and Paradigms
           A. Quality and Prevention – Deming
           B. Quality Trilogy – Juran
           C. Quality and Creativity – Peters
           D. Quality Systems – Malcolm Baldrige, ISO, and technical standards
III. Quality Tools
           A. Histograms and Pareto Charts
           B. Cause Effect Diagrams
           C. Affinity Diagrams
           D. Flow Charts
IV. Statistical Process Control
           A. Statistical thinking
           B. Attribute control charts
           C. Variable control charts
           D. Creating a control chart
V. Integration of Quality Tools into the Organization
           A. Implementation Process
           B. Judging quality improvement
VI. Traditional Systems
           A. Operational guidelines
           B. Production philosophies
VII. Lean Manufacturing/Quality Operations
           A. Foundations
           B. Pull System
           C. Principles of kaizen, kanban, and other lean manufacturing techniques
VIII. Planning a quality customer initiative
IX. Implementing a quality customer initiative 
X. Benchmarking quality customer processes
XI. Establishing a Quality Strategic Plan
   A. The Planning Process
   B. Benchmarking
   C. Operational definitions, measurements, and performance indicators
   D. Quality Costs
XII. Effective Teamwork
   A. Improvement Teams
   B. Employee Involvement Strategies
   C. Synergy
XIII. The Customer Focused Organization
   A. Quality Functional Deployment
   B. Customer surveys
   C. Ensuring a positive customer environment
XIV. Human Resources
           A. Recruitment
           B. Orientation
           C. Training
XV. Rewards and Reinforcement
           A. Positive Reinforcement
           B. Flexible Rewards
XVI. Management Responsibilities
           A. Establishing a Positive Culture
           B. Empowerment
                       1. Individuals
                       2. Teams
           C. Effective Management Approaches to Maintaining Quality

GRADING CRITERIA 
Pre-Test:
Students are required to complete the Pre-Test in each module of the course, which consists of True/False and Multiple Choice questions. The Pre-Test is designed to Measure the student's knowledge and skill level prior to participation in the module learning content; as well as helping the learner to identify certain areas he/she will need to focus on in the course module content.
Test questions cover module competencies and the feedback is consistent in assisting student to recognize areas in which further study would assist the student with the overall learning process and building on mastery of the subject matter.
Eligibility for Credit for Prior Learning is determined with an overall score of 80% to 100% on the Pre-Test in each module.
If students achieve the required score of 80% to 100%, they will be prompted to answer whether or not they choose to take the Post-Test for the Prior Learning Credit Option in each module of the course. The question will present itself in a Test format; asking the student to choose True for YES and False for NO, in order to either open the Post-Test for the student or to allow the student to move onto the material.
 
Credit for Prior Learning:
KCTCS Online Learn on Demand open-entry course modules are based on the goal that students will demonstrate mastery of content. Through KCTCS Online Learn on Demand, students have the opportunity to receive credit for prior learning. To receive this credit, students must demonstrate mastery of the course module competencies through the following steps:
•	Take the pre-test. The pre-test may be taken only once. If the score on the pre-test meets a level of pre-determined competency, the student will have the option to immediately take the post-test.
•	If the student demonstrates mastery of competencies on the post-test, the student will be directed to the next module. The final grade is based upon the actual score earned on the post-test along with any other assignments affecting the final course grade.
•	If the student does not demonstrate mastery of competencies on the post-test, the student must remain enrolled in the course module until successfully completing all of the course module requirements and the post-test, or until the end date of the course module- whichever comes first. Upon the end date of the course module, the student will receive a final grade earned based on completed assignments and post-test scores. 
Post-Test
Students must take a Post test. Predetermined mastery level for this module has been established at 90% to 100%. Students will be given three opportunities to attempt to score the established mastery level. Throughout the course, the student will be presented with quizzes and assignments designed to reinforce the student's understanding of past quality initiatives and progressive quality trends.  These assignments are graded and evaluated in order to give the student solid feedback.  These grades will not, however, be calculated into the final grade for the course.

Summary of Tasks
All assignments, projects, and assessments will be graded. Please contact the instructor after you have completed an assignment or with any questions you may have about an assignment.
The following grading scale will be used to assess your overall average for all course related, graded assignments/quizzes/exams/discussions.  All required assignment submissions account for 40% of student's final grade for the module. Each required assignment submission will describe the requirements and expectations for that specific assignment.

Grading Scale 
Grade	Percent
	
A	90-100%
	
B	80-89%
	
C	70-79%
	
D	60-69%
	
E	<60%

 

POLICIES
Plagiarism Statement
Plagiarism and cheating are serious academic offenses. The KCTCS regulations pertaining to plagiarism and cheating can be found in Sections 2.3.1.1, 2.3.1.2, and 2.3.1.3 of the KCTCS Code of Student Conduct. Penalties for violation of these policies can be found in Section 2.3.2.1 and 2.3.2.2.
Disability Statement
The Kentucky Community and Technical College System would like to help students with disabilities achieve their highest potential in academic studies. In order to receive accommodations on assignments or examinations, proper documentation must first be provided to the Office of Disability Services at your home campus. You must then self-identify and conference with the Director of Disability Support Services or Manager of Disability Services to begin receiving accommodations in the course/module. For more information, contact the KCTCS Online Help Desk.

HELP AND SUPPORT
Blackboard
The Blackboard Support Center can help provide support via Frequently Asked Questions, email, chat, and phone regarding Blackboard 24 hours a day, 7 days a week.
Help can be accessed by navigating to the top of your course webpage and selecting "Help" in blue. You can also access directly with this link: http://bbcrm.edusupportcenter.com/ics/support/default.asp?deptID=8158
Student Services
The KCTCS Online Student Services Help Desk provides Frequently Asked Questions, email, chat, and phone service 24 hours a day, 7 days a week. Student Services staff can help you with any question you have about the application process, financial aid, registering for classes, tuition payments, and other student services.
You can access KCTCS Online Student Services here: http://kctcs-lod.edusupportcenter.com/sims/helpcenter/layoutOne/SelfHelpHome.seam?inst_name=kctcs_lod&cid=3765
Course-Specific Questions
If you have a specific question about the course or the content, please contact your instructor as soon as possible. Your instructor's contact information is under the "Meet Your Instructor" link on the course menu. Please allow 24-48 hours for your instructor to respond to your questions.

Starfish
Starfish is a student support tool that can help you succeed in your course. Your instructor can raise flags if there's a concern about your progress, give you kudos for good performance, or make to-do items for you that will help you succeed. You can also use Starfish to schedule appointments with your instructor or your Virtual Student Success Coach. Be sure to click on "Starfish" from the navigation menu in Blackboard to learn more and to create your student profile!
 
INSTRUCTIONAL MATERIALS 
Textbook or e-book:
Evans, J.R. (2014). Quality and Performance Excellence.  7e. Southwestern Publishing. Mason,   Ohio.
(These resources are available in your Blackboard course)
Other Resources
Students will be connected to PDF Files of the Baldrige Criteria for Business, Healthcare, and Education.  This is a free download and requires the installation of an Adobe Acrobat Reader on the student's computer.  This is a free reader and can be accessed in the resources tab of the module.
PDF files have been saved with a reader so that the student may listen to as well as read all the files.  On the Resource page, the student will find instructions that will enable them to use a free software to allow them to hear the PDF files.
PowerPoints which are included in the modules.
The Baldrige Criteria for Excellence, download from: http://www.quality.nist.gov/Business_Criteria.htm
Software Requirements
Students will need to make sure appropriate software and plug-ins are installed on your computer. Be sure to review, and if necessary, install appropriate software and plug-ins listed in the software section of the Start Here area in the Blackboard module shell.
Specific Software Requirements are listed in the resources tab of this module