QAA110 - Quality Concepts

Outline info
Last revision date 2018-07-20 13:45:59.841
Last review date 2018-07-20 13:46:02.592

Subject Title
Quality Concepts

Subject Description
This course is an introduction to basic theories and concepts in quality control.  Topics include process improvement, statistical methods such as 6 Sigma and the role of quality in manufacturing.

Credit Status
One credit toward the Quality Assurance Certificate Program or the Manufacturing Quality Inspection Program.

Learning Outcomes
Upon successful completion of this subject the student will be able to:

1. Demonstrate a clear understanding of the basics of quality assurance, quality control processes, and quality assurance systems.
2. Describe tools for Process Improvement.
3. Define quality and understand the role of quality in manufacturing, service and other public sectors, i.e., education or health care.
4. Describe statistical methods in Quality Assurance.

Cheating and Plagiarism
Each student should be aware of the College's policy regarding Cheating and Plagiarism. Seneca's Academic Policy will be strictly enforced.

To support academic honesty at Seneca College, all work submitted by students may be reviewed for authenticity and originality, utilizing software tools and third party services. Please visit the Academic Honesty site on for further information regarding cheating and plagiarism policies and procedures.

All students and employees have the right to study and work in an environment that is free from discrimination and/or harassment. Language or activities that defeat this objective violate the College Policy on Discrimination/Harassment and shall not be tolerated. Information and assistance are available from the Student Conduct Office at

Accommodation for Students with Disabilities
The College will provide reasonable accommodation to students with disabilities in order to promote academic success. If you require accommodation, contact the Counselling and Disabilities Services Office at ext. 22900 to initiate the process for documenting, assessing and implementing your individual accommodation needs.

Grade 12 English and Mathematics or equivalent  

Topic Outline
The history and importance of quality 

  • Defining quality 
  • Quality as a management framework 
  • Quality and competitive advantage 
  • Quality and personal values 
  • Quality and systems thinking 
  • Quality in manufacturing and service
  • Quality in health care, education, small businesses, Not-for-profit and public sector 

Philosophies and frameworks 
  • Philosophies: Deming, Juran, Crosby and others 
  • Frameworks: Japan, USA, Canada, ISO9000 and Six Sigma 

The importance of customer satisfaction and loyalty 
  • Identifying customers and understanding customer needs
  • Leadership for quality, strategic planning
  • The seven management and planning tools, core competencies & strategic work system design

The scope of human resource management
  • Teams in organization design and quality improvement
  • Designing high-performance work systems, evolution of workfore management
  • Principles of engagement and motivation

Process management

Process improvement

The strategic value of information
  • The scope of performance measurement
  • Analyzing and using performance data
  • The cost of quality, measuring the return on quality
  • Time value of money & basic financial models

Organizational culture and performance excellence
  • Change management
  • Principles of six sigma: 
  • The statistical basis of six sigma 
  • Projection selection for six sigma 
  • The DMAIC methodology, tools and techniques

Statistical thinking
  • Statistical foundations: random variables and probability distribution, sampling
  • Statistical methodology: descriptive statistics, statistical analysis, statistical inference, 
  • Enumerative and Analytic Studies

Tools for process improvement
  • Process improvement methodologies: deming cycle, Juran’s breakthrough sequence, creative problem solving
  • Tools for process improvement: seven QC tools, Learn tools, Learn Six Sigma, Kaizen, Poke-Yoke, process simulation
  • Skills for Team Leaders and Members

Quality control measurements
  • Capability and control, SPC methodology
  • Interpreting patterns in control chart
  • Estimating process capability

Mode of Instruction
Lectures, case studies, discussion of assignments. 

Prescribed Texts
Managing for Quality and Performance Excellence, (pkg with CD Rom) by James R. Evans & William M. Lindsay; Publisher: South-Western College;10th Edition, 2016 ISBN-10: 1305662547 / ISBN-13: 9781305662544

Reference Material

Required Supplies

Promotion Policy

Grading Policy
A+ 90%  to  100%
A 80%  to  89%
B+ 75%  to  79%
B 70%  to  74%
C+ 65%  to  69%
C 60%  to  64%
D+ 55%  to  59%
D 50%  to  54%
F 0%    to  49% (Not a Pass)
EXC Excellent
SAT Satisfactory
UNSAT Unsatisfactory

For further information, see a copy of the Academic Policy, available online ( or at Seneca's Registrar's Offices.

Modes of Evaluation

  • Assignments must be submitted at the beginning of the class on the due date.
  • A late penalty of 10% per day is assessed for late assignments, including those not handed in at the beginning of class.
  • Material will not be accepted after one week following the due date and/or when the marked material is returned to students, whichever comes first.
  • Assignments are to be prepared by computer.

Absenteeism and Exams
  • Students should be aware that absenteeism almost guarantees an inability to achieve satisfactory grades.
  • Students who are absent for a final examination due to an emergency (e.g., motor vehicle accident, hospitalization or death in the family) may provide official documentation within five days of the missed exam and be provided a deferred exam at a later date.  Official documentation includes a death notice or an original doctor’s certificate identifying the date, length of time expected absence and the specific reason for the absence.  Examinations missed without official documentation and approval result in a grade of zero.
  • There are no deferred options for missed tests or midterms.  The value of missed tests, at the discretion of the Faculty, will be added to other evaluation components

English Proficiency
  • All written work should demonstrate the following characteristics for clarity and conciseness:
-writing is consistent with the rules of English grammar
-spelling and punctuation are correct
-sentences are structured correctly
-main ideas are supported with specific, relevant examples and reasons
-work flows logically through supporting statements/paragraphs
-work is arranged in correct format (e.g., as a report, essay)
-up to 10% of the final grade may be deducted on all work if the above English competencies are not met.

Format for Assignments
  • Students must use the standard, APA style for quoting sources.   Help is available at:

Grading is based on the following marking scheme: 

Assignment/s 15%
Quizzes 15%
Mid-Term Exam 30%
Final Exam 40%

Since this is a professional credit subject, marking standards reinforce professional practice by demanding legible, tidy work. Assignments should be well organized and grammatically correct, with proper spelling and punctuation. Late assignments are penalized. For particulars, please obtain standards, dated, etc. from your instructor. 

While attendance and participation in class discussions are not formally part of this evaluation schedule, you should be aware that absenteeism will almost guarantee your inability to achieve satisfactory grades. Some of the progress tests and quizzes may not be announced in advance and details of assignment requirements may be explained in class. There is no formal provision for make-up tests to replace tests you miss. 

Approved by: Sharon Estok