Organizations in the private and public sectors are under increasing pressure to improve their performance in terms of efficiency, quality and service and become more competitive. Management in the modern world is also becoming increasingly complex. Total quality management (TQM) consists of organization-wide efforts to install and make permanent a climate in which an organization continuously improves its ability to deliver high-quality products and services to customers. Within this context, this module provides a historical review of the “Quality” movement leading to an introduction of quality management in modern organisations.

Part one of this module deals with ‘high level’ perspective of the quality system and provides a holistic approach of quality management in diverse industry organisations. It then provides an overview of the underlying philosophies and frameworks and through case-studies it illustrates how these can be applied within diverse organisational context.

Part two of this module deals with distinct organisational systems, such as, customer relationship management, organisational strategic planning, process management, human resources, performance measurement, information systems and organisational culture. Teaching is heavily supported by case-studies to illustrate how theory can be put to practice.          

This module consists of the following:

  • Unit 1 is the introductory session for the whole module
  • Part I, comprising units 2 & 3 deals with topics associated with the overall Quality System across Organisations introducing relative Frameworks & Philosophies
  • Part II, comprising units 4 to 10, deals with topics associated with the Management System of Quality Organisations.



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