SCM 378 - Quality Management (3 cr.)

This course provides an overview of the Total Quality Management (TQM) movement and how the application of TQM techniques achieves customer satisfaction, continuous improvement, and employee involvement. Topics covered include pioneers of the total quality movement, the importance of leadership and information, quality planning, human resource development and training, process management, quality and operations measurements, customer satisfaction, buyer/supplier relationships, and Baldridge and Excelsior Awards for Excellence. Factors contributing to successful/unsuccessful implementation of TQM programs are reviewed.
Prerequisite(s): SCM 301.