QAA150 - Essentials of Quality Management

Outline info
Last revision date 2017-11-02 14:40:45.017
Last review date 2017-11-02 14:40:45.018

Subject Title
Essentials of Quality Management

Subject Description
This course introduces the principles of quality management, selection of appropriate tools in the design of quality systems and models to meet customer specifications.

Credit Status
One credit toward the Quality Assurance Certificate Program

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

1. Demonstrate the necessary knowledge to operate effectively in the quality function.
2. Assess the adequacy and effectiveness of a quality system.
3. Select and implement quality functions/activities that are appropriate to the enterprise.
4. Demonstrate an understanding of quality management tools and use them in the workplace.
5. Integrate components (building blocks) into a quality system that will improve quality and customer satisfaction.

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.

QAA110 - Quality Concepts 
QAA120 - Basic Statistics and SPC  

Topic Outline
The principles of management 
The quality system 
Quality models 

Quality management tools 
Process management approaches 

Customer focused organizations 
Customer identification and segmentation 
Customer relationship management and commitment 

Problem solving tools 

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

Prescribed Texts
The Certified Manager of Quality/Organizational Excellence Handbook, 4th Edition, 2014 by Russell T. Westcott (Eds.), Milwaukee WI:  ASQ Quality Press 978-0-87389-861-4
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 when due.
  • 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:

Presentation 25%
Assignments 10%
Mid-Term Exam 30%
Final Exam 35%

Since this is a professional credit subject, marking standards reinforce professionial 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, dates, 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 acheive 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