TQM 601 Quality Management Final Assignment GUIDELINES FOR THE FINAL ASSIGNMENT GENERAL INSTRUCTIONS • This project must be done individually or in groups of two (max) • This assignment must be submitted in softcopy only on the assigned due date to [email protected] • Hardcopy submissions will not be accepted PRESENTATION OF ASSIGNMENT • You must include a title page that lists your name, Student ID and the unit number and title. • Number all pages sequentially. • Any published material you refer to must be properly referenced (Harvard Referencing) and included in a reference list at the end of your assignment. ASSIGNMENT SUBMISSION DEADLINE Weighing: 60% of total assessment LATE ASSIGNMENT SUBMISSION POLICY Any student submitting their assignments 2 days after the designated deadline will be considered as a Late Assignment Submission which will incur a penalty of CHF 100/SAR 380. The penalty amount will be automatically added to your subsequent month's Course Fee. NOTE: The first page of each assignment must include the following declaration: I certify that this assignment is my own work, based on my personal study and/or research, and that I have acknowledged all material and sources used in the preparation of this assignment whether they be books, articles, reports, lecture notes, any other kind of document, electronic or personal communication. I also certify that the assignment has not previously been submitted for assessment in any other course or at any other time in this Course, unless by negotiation, and that I have not copied in part or whole or otherwise plagiarised the work of other students and/or persons. I have read the GBS policy on plagiarism and understand its implications. Assignments that do not include the above declaration will not be marked.   PLAGIARISM Plagiarism is a form of cheating, by representing someone else's work as your own or using someone else's work (another student or author) without acknowledging it with a reference. This is a serious breach of the Academic Regulations and will be dealt with accordingly. Plagiarism occurs whenever you do any of the following things without acknowledging the original source: • Copy information from any source (including the study guide, books, newspapers, the internet) • Use another person's concepts or ideas • Summarize or paraphrase another person's work. How do I avoid plagiarism? To ensure you are not plagiarizing, you must acknowledge with a reference whenever you: • use another person's ideas, opinions or theory • include any statistics, graphs or images that have been compiled or created by another person or organization • paraphrase another's written or spoken word You are required to use the below mentioned referencing system: The Harvard Referencing System; e.g. 'Smith (1985) listed five key factors' Description of the practical session This is a practical session provide students with the major principles of a famous quality improvement project (FOCUS PDCA) with a vision and help to identify the causes of a problem within an organization and plan individually or in group a project to attain the expected positive outcomes. Learning Outcomes By the end of this course, you will be able to: 1. Understand the principles of Quality Improvement Methods 2. Select and use appropriate quality management tools 3. Identify multiple causes and prioritize them 4. Identify the root cause analysis and build cause and effect relation 5. Plan improvement and identify the steps and study tools for the plan 6. Establish a feedback loop that can identify what to do with the result of the plan. FINAL ASSIGNMENT CASE STUDY: FOCUS PDCA In your own company, at the monthly review of the customer feedback and suggestions there were an increase in number of complains over the last few months. This fact has been reported to the management board on its monthly meeting and shed attention to the poor satisfaction of customers. The management board decided to take an action to avoid change the customer preference to the company services and loss of loyalty. The Board assigned you, as the company Quality Director, to do the necessary quality improvement project to improve the company performance by at least 30%, regain the customer satisfaction and enhance the image of the company than even before. Using the FOCUS PDCA Quality Improvement Mythology and the famous Quality Tools: 1) Identify a Problem Statement and Mission Statement 2) Identify operational definitions 3) Identify a team (using a Flow Chart) who can work to improve the problem 4) Working with your team, brain storm and Identify the potential root causes of such problem (using Fishbone Diagram) 5) Collect data about these potential causes (using a Check Sheet). 6) Identify the highly contributing two causes of the problem (using Pareto chart) to start with 7) Plan your improvement (using PDCA model) and write down the plan in a table format mentioning the Objectives, Actions, Accountable Person, Due date to complete the actions, most important Indicators (Structure or Process or Outcome) 8) Identify what you will do with the result (using your feedback loop) Structure of the Final Assignment Executive Summary of your report [4 marks] An executive summary is an overall summary of the entire report. It should have 3-4 short paragraphs: Paragraph 1: Based on the Introduction (Introduce the topic of your report) Paragraph 2: Summary of the body (Indicate main subjects examined in the discussion section of your report) Paragraph 3: Summary of the conclusions Paragraph 4: Outline recommendations, if any, in bullet points NOTE: This is a summary of the entire report so you cannot write it until you have completed the report (you cannot summarize a report you have not yet written). Even though it appears first, the Executive Summary is one of the last things you will write.   Table of Content Introduction 1 1. Topic 1 2 1.1 Sub Topic 1 2 1.2 Sub Topic 2 2 1.2.1 Sub Topic 2.1 3 1.2.2 Sub Topc 2.2 4 1.3 Sub Topic 3 4 1.3.1 Sub Topic 3.1 4 1.4 Sub Topic 4 4 1.4.1 Sub Topic 4.1 5 Conclusion 6 References 7 List of Figures Figure 1 8   Introduction of your report [6 marks] In this part of your assignment you will required to give details introduction about your company The introduction should generally include three key types of information. a) Background This section sets the context for the report and provides the (brief) background information required for the reader to understand the report. NOTE: Detailed company background should not be included here. It is best discussed in the body of the report b) Aims/Objectives This tells the reader what the aims/objectives of the report are. It indicates what key questions the report is trying to answer and what it is trying to achieve. Why was it written? c)Scope Tell the reader exactly what areas/ideas are covered in the report. This also helps to explain how the report is organized. Look at your plan and consider your headings and sub-headings.   Body of your report References [5 marks] The body must be fully referenced throughout, using Harvard Referencing Guidelines (In-text referencing) to support ideas. It should be organized logically, using topic headings, subheadings and minor subheadings to break it into sections and sub-sections. All headings must be numbered sequentially. In-text Referencing: If you take any information from the textbook, website, etc, you will need to mention it between the lines within your report. Example for textbook referencing: Support organizations are those that use IS primarily for activities such as transaction processing. (Neville, 2010, p.76)(Author’s last name, Year of Book Publication, Page number of the book) Example for website referencing: In a management information system, modern, computerized systems continuously gather relevant data, both from inside and outside an organization.(BBC, 2008) (Name of the Website, Year)   Conclusion of your report [5 marks] This is your final chance to impress the reader so make it powerful. Most conclusions include three main parts i) stating the aim/ context of the assignment again ii) followed by a very brief summary of the main points iii) final comments often considering the future (for eg: what can be done to improve the implementation of an intervention in the future) Assignment Formatting (Page Numbering, Header, Footer, etc) [5 marks]   References of your Report Citation: Last page of your assignment must include the complete list of the references used during the completion of your assignment with all the details. Format for referencing from print media like books: FAMILY/SURNAME, Initials. (Publication year in brackets) Book title - italicised or underlined.Series title and volume if applicable. Edition – if not the first. Place of publication: publisher. Example: NEVILLE, C. (2010) The Complete Guide to Referencing and Avoiding Plagiarism. 2nd Ed. Maidenhead: Open University Press. Format for referencing from electronic sources: Author of website FAMILY/SURNAME, Initials or WEBSITE name if no author is available. (Year - in brackets) Title of website in italics or underlined. Any numbers if necessary or available if website is part of a series. [Online in square brackets] Available from: URL. [Accessed: followed by date in square brackets]. Example: BBC NEWS. (2008) Factory gloom worst since 1980. [Online] Available from: http://news.bbc.co.uk/1/hi/business/7681569.st m. [Accessed: 19th June 2012].   Appendix of your Report Things that you refer to in your main paper but don't want to include in the paper, like: Questionnaires /Answers to questionnaires Interview transcripts Consent forms Maps Articles/clippings Data Charts/Tables Some diagrams Pamphlets Specifications   Rubric- Final Assignment Part A Excellent Good Average Needs Improv. Marks Allocated Marks Received Executive Summary Paragraph 1: Based on the Introduction (Introduce the topic of your report) Paragraph 2: Summary of the body (Indicate main subjects examined in the discussion section of your report) Paragraph 3: Summary of the conclusions Paragraph 4: Outline recommendations, if any, in bullet points 4 Introduction Background This section sets the context for the report and provides the (brief) background information required for the reader to understand the report. NOTE: Detailed company background should not be included here. It is best discussed in the body of the report b) Aims/Objectives This tells the reader what the aims/objectives of the report are. It indicates what key questions the report is trying to answer and what it is trying to achieve. Why was it written? c) Scope Tell the reader exactly what areas/ideas are covered in the report. This also helps to explain how the report is organized. Look at your plan and consider your headings and sub-headings. 6 Problem Statement and Mission Statement 5 Brainstorming and NGT 5 Flow Chart 10 Decision Matrix 10 Cause and effect (root cause analysis) Fishbone Diagram 10 Check Cheat 5 Pareto chart 10 PDCA model 10 Evaluation Tool 5 feedback loop 5 Conclusion i) stating the aim/ context of the assignment again followed by a very brief summary of the main points ii) final comments often considering the future (for eg: what can be done to improve the implementation of an intervention in the future) 5 Harvard Style of References 5 Assignment Formatting (Page Numbering, Header, Footer, etc.) 5 Total 100 Guidelines for Final Assignment Presentation GENERAL INSTRUCTIONS • This presentation must be done individually or in groups of two (max) • This presentation must be submitted in softcopy only on the assigned due date to [email protected] • Hardcopy submissions will not be accepted • You must include your name and Student ID on the title slide. • Any published material you refer to must be properly referenced (Harvard Referencing) and included in a reference list at the end of your presentation. FINAL ASSIGNMENT PRESENTATION SUBMISSION DEADLINE Due Date: Thursday, 24th August 2017 FINAL ASSIGNMENT PRESENTATION DAY Due Date: Saturday, 26th August 2017 Timings: 9am to 12pm Note: The time slot will be allotted to you 1 week prior to the presentation day Weighing: 30% of total assessment PRESENTATION CONTENT Please ensure to include all the important points along with charts/diagrams into your presentation and follow the marking rubric to achieve a maximum grade. Note: You are required to save your presentation in the flash memory/USB to bring it on the presentation day. IMPORTANT POINTS WHILE YOU ARE WORKING ON YOUR FINAL ASSIGNMENT Students, who will be working on their final assignment in groups of 2, please note the following: • Divide the content of the presentation equally • Divide the time slot assigned to you equally • Both the students must be thoroughly aware of the complete assignment content as the questions can be asked from any part of the assignment Rubric- Final Assignment Presentation Part A Excellent Good Average Needs Improv. Marks Allocated Marks Received Organization Meets all requirements for what should be included in the presentation Has a clear and concise introduction & conclusion Organizes time well; no part of the presentation is too long or too short 10 Explanation of Ideas Presentation Information, findings, arguments and supporting evidence is clear, concise and logical; audience can easily follow the line of reasoning. 10 Vocabulary Uses vocabulary and explains ideas in a way that the audiences can understand 10 Voice Speaks clearly; not too quickly not too slowly Speaks loudly enough for everyone to hear; changes tone & pace to maintain interest Adapts speech for the context and task, demonstrating commandof Formal English when appropriate 10 Eyes & Body Keeps eye contact with audience most of the time; only glances at notes or slides Uses natural gestures and movements Looks poised and confident 5 Critical Thinking & Analysis Weaves more than one level of analysis throughout the presentation. Fully explores, explains and expands upon the issue under discussion. Comments are based on appropriately cited sources Connects to other relevant issues, material, experience, etc. 10 Mechanics Presentation has no misspellings or grammatical errors 5 Visuals Visuals are attractive and enhance the presentation; illustrate important points, which should be brief and precise. 10 Subject Knowledge Demonstrates full knowledge by answering all questions with explanations and elaboration 10 Time Limit The presentation is within the allotted time limit 10 Source All sources are properly cited for both oral and written information 10 Final Total 100