Content

1. The concept of Total Quality Management (TQM)

2. Quality Theories & approaches and core principles of Total Quality philosophy. Barriers and success stories.

3. Leadership, style and change management in the TQM Frame

4. Building team spirit and teamworking (group dynamics)

5. Total involvement, decision making and empowerment

6. Communication, quality culture (moments of truth) and conflict management

7. Quality Function Deployment (Design), Stakeholders participation, Cost of Quality

8. Innovation, Quality assessment (qualitative and quantitative methods), & continuous improvement (PDCA (Plan-Do-Check-Act), 6σ model)

9. Contemporary Quality tools and techniques for problem resolution

10. Training, Certification, Quality Management Systems (ISO9001)

11. Ethics, Corporate Social Responsibility, Quality Management and Crisis management in the supply chain, strategic alliances and cooperations.

12. TQM in services and customer experience. Customer satisfaction, retention and loyalty.

13. Business Strategy and Quality- Case Studies in food systems (agribusiness, supply chains)

A series of techniques will be used by the students in the frame of TQM exercises and cases, including:

1. Team building for problem resolution

2. Brainstorming and output assessment (histograms, Pareto analysis, Cause and effect diagram etc.)

3. Customer satisfaction survey (e.g. SERVQUAL)

A combination of teaching and learning methods will be used, aiming at the active participation of the students and the practical application of the thematic units under examination; there will also be lectures using audiovisual media, discussions, and analyses of case studies on real business issues, experiential (group) activities, as well as projections of relevant videos. The students will also undertake an individual or group project. Furthermore, articles, audiovisual lecture materials, web links/addresses, useful information, case studies and exercises for further practice are posted in digital form on the AUA Open e-Class platform.

Learning results

The aim of the course is:

To introduce students to a philosophy of modern management, which, based on customer needs’ satisfaction, seeks to achieve the competitive advantage in the business environment.
To encourage an understanding of the principles and practices of continuous improvement of the products and services quality and cost reduction.
to present the core quality principles, methods and techniques used in business by employees’ total involvement in the frame of the Total Quality philosophy
to educate students on the use of teamworking, quality management and control tools.
to highlight the interdisciplinary area of total quality management,

Upon successful completion of the course, the student will be able to:

Understand the concept of total quality and the need to apply it in the modern environment
Understand the differences in Total Quality Management from the traditional approach of management
Understand the concept of Total Quality as used by industry and service providers
Understand the requirements, functions and conditions for implementing the main principles of total quality
Adopt and adapt a total quality management framework including employees’ participation and quality circles, in order to resolve a specific business problem
Compose a quality management toolkit and choose the right technique to make decisions that will improve the quality of products / services and introduce innovation.
Select the appropriate qualitative and quantitative quality measuring techniques in complex business environments
Distinguish the administrative / business factors that affect quality culture
Propose the implementation of appropriate quality - certification programs
Distinguish the administrative / business factors that affect total quality philosophy
Identify potential problems in organizing individual parts of the business that run counter to predefined administrative policy.
Discover the effectiveness or inefficiency of the internal organization of the departments, the existence of irregularities, fraud, weaknesses in the operation of natural and human systems.

Bibliography

Suggested Bibliography in Greek Language:

• [94644185]: ΔΙΟΙΚΗΣΗ ΓΙΑ ΤΗΝ ΠΟΙΟΤΗΤΑ ΚΑΙ ΕΠΙΤΕΛΕΣΗ ΑΡΙΣΤΕΙΑΣ, JAMER R. EVANS, WILLIAM M. LINDSAY

• [77112295]: ΣΥΓΧΡΟΝΕΣ ΜΕΘΟΔΟΙ ΣΤΗΝ ΔΙΟΙΚΗΣΗ ΚΑΙ ΤΕΧΝΟΛΟΓΙΑ ΠΟΙΟΤΗΤΑΣ, ΤΣΑΡΟΥΧΑΣ ΠΑΝΑΓΙΩΤΗΣ, ΝΤΕΛΙΟΥ ΚΛΕΟΠΑΤΡΑ

• [59394399]: Διοίκηση Ολικής Ποιότητας, Τσιότρας Γεώργιος

• [50810766]: Διοίκηση Ολικής Ποιότητας, Γεώργιος Αγγ. Μποχώρης

• [22706150]: Διοίκηση ολικής ποιότητας - Νέα αναθεωρημένη έκδοση, Κέφης Βασίλειος Ν.

• [10502]: Διοίκηση ολικής ποιότητας, Δερβιτσιώτης Κώστας Ν.

• [151759]: Διοίκηση Ολικής Ποιότητας, Λαλούμης Δημήτρης, Κατσώνη Βασιλική

• [59414712]: Διαχείριση Ποιότητας και Οργανωσιακή Αριστεία, 8η Εκδοση, Goetsch L. David - Stanley B. Davis, Γεώργιος Μποχώρης (επιμέλεια)

• [94701965]: Διαχείριση Ποιότητας στις Επιχειρήσεις Γεωργίας, Τροφίμων και Ποτών, Καρυπίδης Φίλιππος, Κοντογεώργος Αχιλλέας, Τσελεμπής Δημήτριος.

Suggested Bibliography in English Language:

* Evans, J. and Lindsay, W., The Management and Control of Quality, Minneapolis: West Publishing Company, 2002.

* Martin, W.B., Providing Quality Service: What every hospitality service provider needs to know, Prentice Hall, 2002

Related academic Journals:

* The TQM Magazine

* Quality Management Journal

* Benchmarking: An International Journal

* Total Quality Management & Business Excellence

* International Journal of Quality & Reliability Management

* International Journal of Quality and Service Sciences

Instructor's Notes

Faculty

Web Υπηρεσίες

NEWSLETTER

The Department was created in 2019 (article 20, Law 4589/2019) and is an evolution of the Supply Systems Management Department (D.S.E.). Housed in a 770 sq.m. building. within a plot with a total area of 8,000 sq.m. in facilities with extensive research and teaching spaces.