Foundation Modules

In this part of the programme students are introduced to the concepts of general and strategic management;the processes of organizational policy making; the essentials of accountancy; human resource management; organizational analysis; marketing; decision making and information management. The importance of the roles of the entrepreneur and the strategic leader are explored.

Human Aspects of Quality Management & Customer Service
This Module considers key themes in human resource management and development in the context of customer service management and quality excellence. it includes an overview of approaches to management, reviews team theory and discuesses and evaluate approaches to leadership theory. Consideration is also given to learning, training and development, internal consulting and organisational development as far as they influence, and can be inifluenced by, customer service and quality excellence,

Performance Measurement and Accounting
Accounting for Managers – accounting information for decision making, planning and control; cost and activity management; the budgeting process; performance appraisal; shareholder value analysis, investment appraisal.

Quality and the Customer Interface
Strategic Marketing – consumer behavior; the marketing mix; marketing communications; customer service; pricing decisions; marketing market research and design techniques; test marketing; marketing planning; international perspectives.

Introduction to Quality
This Module explores the fundamental concept of Quality. Students are intorduced to the concept and principles of improvement. Deming's theoryt of profound knowledge, how organisations are structured, the interface between organisations and customers and the Plan, Do, Study, Act Cycle (PDSA) that emphasises the concept of continiuous improvement is explored. Students are also intorduced to the concept of process thinking including its depiction through flowcharts, the various leves and types of flowcharts that can be used together with their advantages and drawbacks, and when they are best used. Finally, the Module draws together the issues that students have examined for discrete process improvement activity into a framework that relates to the whole organisation.

Total Quality Management (TQM)
This Module explores the historical development and practice of Quality as a management theory. Definitions of Quality are considered and the meaning and principles of Total Quality Management (TQM) are explored. Students are also introduced to the various Quality Gurus that have made a significant contribution to the field of Quality, including; Demin, Juran, Fegenbaum, Taguchi, Ishikawa, and Shingo. Consideration will also be given to key areas that have been shown to be at the very centre of any organisation which has a successful quality programme such as; top-level commitment, cusomter satisfaction, employee motivation and self-assessment. Students will then explore the relationship of TQM to classical management theories. Finally, students consider a number of stages that can help an organisation to implement a TQM programme. Examples are given of stages that cover understanding quality, commitment and leadership, planning, quality systems, improvement, teamwork, training and education and finally implementation.

Quality Management Systems
This Module explores the principles and purpose of Quality Management Systems, Students consider the evolution of international quality management system standard ISO 9000 and in particular the new Quality Standard ISO 9001:2000. Consideration is then given to structuring a quality management system and the documentation that is required in this respect. Commonality with environmental management standards is then reviewed. The final Sections of this Module consider the auditing process and the role of certification and accreditation bodies.

Customer Service Management
This Module considers the history of service development of the 'service era'. Students explore the different methods of service classification and the different characteristics of service and then to onto look at service orientation. This includes, service culture and the importance of a cohesive culture within a corporation, characteristics of a customer focused organisation and competitive strategies within Services. In the final sections of this Module students review the process necessary for service development, the necessity of service blueprinting in the creation of an efficient service, the theory of quality function deplotment, diminsions of service quality. Also included are the general dimensions customers use to make their service quality judgements and the "how to measure and monitor" of service quality.

Business Excellence
This Module explore the concept and practice of excellence. Three models that encaosulate the principles of excellence are considered. These are; the Deming Prize Model, the Malcolm Baldrige National Quality Award Model and the EFQM Excellence Model. The Module then goes on to look at other Quality Awards, accreditation standards and management systems as they relate to excellence. Students also consider approaches to self-assessment both for award purpose and for self-assessment within organisations themselves. The Module then considers the application of excellence principles, and of the excellence models in different types of organisations using case study examples from the UK and US. Finally, the Module examies the available evidence that use of the excellence models 'works' in a way that might help to convince sceptics.

Benchmarking
This Module considers both the theory and practice of benchmarking. The Module starts with the history and nature of benchmarking and them moves on to explore the practice of benchmarking from an operational perspective. Methodologies for the practice of internal and external benchmakring are put forward. The practical application of benchmarking is underpinned by case study material of company experience and approach to benchmarking. This includes a consortia benchmarking. This includes a consortia benchmarking project that was conducted by a group of nine charities. Finally, the interface between benchmarking and the law is considered.

Statistical Quality Techniques*
The Module is concerned with the statistical approach to variation reduction and quality improvement such as is utilised in the six sigma methodology. In particular the Module focuses on statistical process control and design of experiment methods.

After reviewing a range of alternative research methods candidates will undertake a research project which will provide them with an opportunity to examine, in depth, a topic or problem of particular relevance to their own interests and work. The research project has the potential of providing the candidate's organization with the benefits of a piece of internal consultancy. The project will be of 12,000 – 15,000 words in length.

You will be expected to demonstrate:

In addition students will attend the various International Quality Experts Courses that will be run during their studies.