SCHOOL OF BUSINESS

80450 – Section 1 9:25 a.m. to 10:40 a.m. T/R MEM 117

Dr. M. M. Helms, CFPIM, CIRM, CQM/OE, CSCP

Sesquicentennial Endowed Chair and Professor of Management

Fax: 706-272-4525 (Shared Fax Machine)

Home: 706-935-8848 (Answering Machine)

Cell: 423-718-9118

Campus Security 706-272-4461

E-mail: mhelms@daltonstate.edu

Webpage: www.daltonstate.edu/faculty/mhelms

E-mail at mhelms@daltonstate.edu is the easiest and fastest way to reach me.

Please feel free to leave a message and I will return your call promptly.

Monday: 11:00 a.m. to 12:00 p.m Office Hours

Tuesday: 9:25 a.m. to 10:40 a.m. Class OPMT 4503 MEM 117

10:45 a.m. to 12:00 p.m. Office Hours

2:00 p.m. to 4:45 p.m. Office Hours

4:45 p.m. to 6:00 p.m. Class MNGT 4701 MEM 117

Wednesday: Committee Work

Writing/Research

Thursday: 9:25 a.m. to 10:40 a.m. Class OPMT 4503 MEM 117

10:45 a.m. to 12:00 p.m. Office Hours

2:00 p.m. to 4:45 p.m. Office Hours

4:45 p.m. to 6:00 p.m. Class MNGT 4701 MEM 117

TEXT AND SUPPORT MATERIALS:

1. Managing for Quality and Performance Excellence, 7/E (2008), J. R. Evans &

MNGT 3051, IOMG 3251, and MGIS 2201

Examines the continuous quality management and improvement philosophy. Topics include strategic management, quality assessment, teams, the role of leadership, lean manufacturing, tools for improving quality processes, techniques for charting attribute and variable data, Statistical Process Control, Six-Sigma, and lean manufacturing.

Upon completion of Quality Management Systems, students will understand:

20% Exam 1 (Chapters1-4)

20% Exam 2 (Chapters 5-7)

100% Total

The following grading scale will be used throughout the course:

90.00 to 100.00% A

80.00 to 89.99% B

70.00 to 79.99% C

60.00 to 69.99% D

below 60.00% F

It is assumed that successful completion of this course will be facilitated by continuous, regular class attendance. Please e-mail or call me (preferably before class) if you will not be in class on any scheduled class meeting date and make arrangements to get your assignments from a classmate or me.

How many times have you used a product only to find that it did not meet your original expectations? Perhaps it was falsely advertised, misrepresented, or failed to perform due to design or workmanship problems. Have you visited a restaurant and received poor service, poor quality food, or even the wrong order? Have you been through a drive-thru window only to get home and find something was missing? Or have you had a bad experience in a department store or other retail establishment?

Successful production and operations strategies must be based on the premise of consistent quality to consumers. Managers in both manufacturing and service operations must continually monitor and use consumer feedback in planning and control process. This information can help organizations better design operations to serve the consumer. Consumers also have an obligation to voice concerns (and praises) to the companies we patronize. If we do not, firms will not have feedback on how to change or improve their products, services or procedures.

Now is your chance (or your motivation) to respond to poor quality and inform the company about a recent bad product or service encounter. Your assignment is to initiate the complaint process and follow it through the various steps to resolution and at the end, write a final 2+ page letter to the company CEO outlining the problem and your analysis of their process (along with improvement recommendations). Tell them while you actually experienced a bad product or service you responded in large part because this was an assignment in your Quality Management Systems class. Please mail your letter to the company CEO (Google the company to find the CEO name and address or check under "Investor Relations" on the company’s website) using certified, registered mail (with return receipt required). Instructions are at your local post office.

You will need to complete this project early enough in the semester (by mid term) to allow time for a response. If you do not receive a response before this assignment is due, please call the company.

For your 5-minute oral PowerPoint presentation, discuss your problem and the time line of your initial action and follow-up actions or solutions. Bring copies of all correspondence including your final recommendation letter and mail receipt as well as a summary of any phone conversations to class (to hand in). The grading rubric for this project is attached, for your review.

Quizzes covering assigned chapter readings will be given periodically. Be sure you are current in your reading and study. You must be present in class to be eligible to take any in-class quizzes (individual or team) or to get credit for any assigned homework or outside articles collected.

If you are late to class when a quiz begins, you will not receive extra time to complete the quiz.

You are also expected to contribute to the class discussion and bring outside articles and information on quality in practice to share with the class.

Four exams covering the assigned textbook chapters will be given. Exam will be a mix of objective questions covering textbook theories, short essay/discussion questions, and problems/computations. No make-up exams will be given.

In preparing for class, you should:

Please note: Plagiarism protection software may be used to assess each written assignment you submit.

Attend every class. There are very few valid excuses for missing work. Likewise there are very few valid excuses for missing class. Serious illnesses or emergency injuries are valid excuses. Sleeping in, conflicting assignments or tests, and social commitments ARE NOT valid excuses. Just as for your job, you should arrange your personal life and budget your time to meet your college commitments. This is simply part of what it means to become a professional.

Keep your professors informed. You made a professional commitment by registering for class and have a standing appointment to attend all class sessions. However, as you would do with any job, if you are unable to attend class you should inform the affected professors before the class. Classes missed for invalid reasons will affect your grade.

Accept responsibility for your own learning. Whether you are preparing for a class or completing an assignment, the objective is learning from the process. Don't be surprised, then, if you do not "get it" right away. Take it upon yourself to seek help when you need it. Look for extra reading material. Talk to your professors. When appropriate, discuss the material with your classmates.

Use the available time and resources wisely. Dedicate an adequate amount of time and effort to prepare for projects, papers, and exams. DSC has resources you can employ in completing your tasks (faculty, computer systems, library materials, software, and access to the Internet and reference librarians). However, you cannot take full advantage of these resources unless you have the time. It is time to learn this crucial lesson.

Take pride in your work. Business leaders know that everything they present to the public reflects on them and their organization. Long-term success comes only to companies and individuals who produce the highest quality products and services, and deliver them in a timely fashion. Every paper, presentation, and project is an expression of the pride you take in yourself and your work. Make every effort to write well, meet deadlines, and take the time to make both the format and the content of your work the highest quality. This may mean writing more than one draft, double checking spelling and grammar, or reviewing slides and practicing your presentation more than one time.

Meet all due dates. Your boss will not understand if you miss a contract negotiation because you were up all night. It will not be okay to miss a project implementation date because you had to return your friend's car. The vice-president will not reschedule the monthly division budget meeting because you could not get a ride to work. Likewise, work that is scheduled to be delivered at a particular time on a particular date will not be accepted late because the printer was busy or because you have a flight to catch. These are not valid excuses. If you have a valid excuse and you inform your professor in a timely manner, an attempt may be made to schedule alternative arrangements for you, but do not count on it.

Demonstrate Respect for yourself and others. You can earn a lot of credit here for doing some very basic things. Similar to the four P's of Marketing, there are four P's of quality behavior:

Withdrawal from the course

The last day to drop this class without penalty is October 26, 2009. You will be assigned a grade of W. After this date, withdrawal without penalty is permitted only in cases of extreme hardship as determined by the Vice President for Academic Affairs; otherwise a grade of WF will be issued. The proper form for withdrawing from all classes at the college after the official drop/add period but before the published withdrawal date is the Schedule Adjustment Form. Students who are assigned to the Academic Advising Center for advisement must meet with an advisor or staff member at the Academic Advising Center (107 Liberal Arts Building) to initiate the withdrawal process. All other students must meet with a staff member or advisor at the Office of Academic Resources in the Pope Student Center to initiate the withdrawal process. After meeting with the staff member or advisor, all students will then finalize the withdrawal process in the Financial Aid Office. Students who fail to complete the official drop/withdrawal procedure will receive the grade of F. Withdrawal from class is a student responsibility. The grade of W counts as hours attempted for the purposes of financial aid.

Access Statement for Students with Disabilities:

Students with disabilities or special needs are encouraged to contact Disability Support Services in Academic Resources. In order to make an appointment to obtain information on the process for qualifying for accommodations, the student must contact the Disability Support Specialist. Contact information: Andrea Roberson

If a student receiving aid administered by the DSC Workforce Development Department drops this class or completely withdraws from the College, the Schedule Adjustment Form must be taken to the Workforce Development Office located in Room 214 of the Technical Education Building. The Office is open on the following schedule:

Monday/Tuesday/Thursday: 9:00 a.m.-12:15 p.m. and 1:30 p.m. - 5:00 p.m.

Friday: 8:00 a.m. - 12:00 p.m. The office phone number is 272-2635.

DSC Closings: If classes are cancelled and/or DSC is closed, you are responsible for all assigned work for the missed class at the next regularly scheduled class meetings. This includes all assignments, readings, and tests.

School of Business Contact Information: Communication through e-mail is a significant element of this course and the instructor reserves the right to notify students of changes in assignments through e-mail alone. In addition, students are expected to keep the College informed of changes in status or contact information.

For these reasons as well as the obvious benefits of fully utilizing the available information technology, I will only use DSC assigned student e-mail addresses downloaded from the BANNER system. E-mail and other student information can be reviewed and updated by accessing Banner Online through the DSC website http://www.daltonstate.edu/. Please make sure your e-mail address is properly entered before the second class meeting. Please use mhelms@daltonstate.edu as my preferred e-mail address to communicate directly and quickly with me (rather than e-mailing me through GAView).

Conduct Information and Regulations: Assignments and homework and any other written work for this class must be your own work, prepared exclusively for this class and not used for any other, prior class, either in its entirety or as a partial project. Cheating is a violation of the DSC honor code. For more information, please see the current edition of the DSC Catalog (available on-line). In addition, materials discussed in previous offerings of this course, such as case or class notes, exercises, exams, projects, and written case analyses, are explicitly off-limits to all participants.

Software Policy: The policy of Dalton State College is that it is illegal for students to copy any of the software, including software in the computer laboratory and faculty offices. Those who violate this policy are subject to disciplinary actions as outlined in the DSC Catalog.

I hope you enjoy the class and take full advantage of all the learning opportunities available.

Name: ________________________________ Date: __________________________ Grade: _____________________________

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