TYPE OF COURSE UNIT	Elective Course
LEVEL OF COURSE UNIT	Bachelor's Degree
YEAR OF STUDY	-
SEMESTER	-
NUMBER OF ECTS CREDITS ALLOCATED	3
NAME OF LECTURER(S)	Instructor Alparslan Kuloğlu
LEARNING OUTCOMES OF THE COURSE UNIT	At the end of this course, the students; 1) Have the ability to apply total quality management process in the organizations 2) Have the ability to establish quality organization 3) Have the ability of problem solving 4) Have the ability to apply self-assessment 5) Have the ability to participate in effective team work 6) Have the ability to measure quality in services firms 7) Have the ability to employ some quality measurement and improvement tools
MODE OF DELIVERY	Face to face
PRE-REQUISITES OF THE COURSE	No
RECOMMENDED OPTIONAL PROGRAMME COMPONENT	None
COURSE DEFINITION	This course introduces principles of total quality management, general concept of quality, quality organization, problem solving process and tools, self-assessment and quality models, quality in service sector, strategic management, balanced scorecard, hoshin planning, process management, team work, motivation and leadership, FMEA (Failure Mode and Effect Analysis) and benchmarking.
COURSE CONTENTS	WEEK TOPICS 1st Week Principles of TQM and general quality knowledge 2nd Week General quality knowledge and quality organization 3rd Week Quality costs 4th Week Self-Assessment and quality models 5th Week Self-Assessment and quality models 6th Week Problem solving and tools 7th Week Problem solving tools 8th Week Midterm 9th Week Quality in services and SERVQUAL 10th Week Strategic management - Balanced Scorecard - Hoshin Planning 11th Week Benchmarking 12th Week Process management 13th Week Team work 14th Week Motivation and leadership
RECOMENDED OR REQUIRED READING	Dale, B. (1999) Managing Quality, 3rd ed, Blackwell Business. Gryna, F. (2001) Quality Planning & Analysis, 4th ed., McGraw-Hill.
PLANNED LEARNING ACTIVITIES AND TEACHING METHODS	Lecture,Discussion,Questions/Answers,Case Study,Problem Solving,Presentation
ASSESSMENT METHODS AND CRITERIA	Quantity Percentage(%) Mid-term 1 30 Assignment 4 20 Quiz 4 10 Attendance 1 5 Total(%) 65 Contribution of In-term Studies to Overall Grade(%) 65 Contribution of Final Examination to Overall Grade(%) 35 Total(%) 100
ECTS WORKLOAD	Activities Number Hours Workload Midterm exam 1 2 2 Preparation for Quiz 4 4 16 Individual or group work 14 1 14 Preparation for Final exam 1 5 5 Course hours 14 3 42 Preparation for Midterm exam 1 5 5 Laboratory (including preparation) Final exam 1 2 2 Homework 4 4 16 Total Workload 102 Total Workload / 30 3,4 ECTS Credits of the Course 3
LANGUAGE OF INSTRUCTION	Turkish
WORK PLACEMENT(S)	No