Alaska Pacific University Ė Anchorage, Alaska

Business Administration Department



An On-line Class


3 Credits within the context of the Program Requirements


Adjunct Professor: Beverly Dennis†††† ††††††††††††††† ††††††††††††††† Alaska Pacific University

Phone: 243-2133 (Work) 243-8333 (Home)†† ††††††††††††††† - Master of Business Administration

Fax: 243-8330†††††††† ††††††††††††††††††††††††††††††† ††††††††††††††† ††††††††††††††† - BA in Organizational Management

e-mail:††††††††††† ††††††††† Certified Hospitality Accountant Executive (CHAE)

††††††††††††††††††††††††††††††† ††††††††††††††††††††††††††††††† ††††††††††††††† ††††††††† Certified Hospitality Technology Professional (CHTP)


Course Hours: Webct participation once a week for seven weeks.


Text: Total Organizational Excellence (1999), John S. Oakland, Butterworth-Heinemann.

††††††††††††††† ISBN: 0750652713.


SUGGESTED READINGS (not required):

††††††††††††††† 101 Good Ideas: How to Improve Just About Any Process (1999), Karen Benowski (Ed.) & Brad Stratton (Ed.), American Society for Quality.


COURSE DESCRIPTION: Total quality is approached from the organizational culture and a culture change perspective. In the 21st century, customers expect quality and continuous improvement is a requirement. The student will develop a practical approach for initiating total quality to achieve organizational excellence. The student will gain practical experience with quality issues and the tools to design, implement, and sustain total quality programs


COURSE OBJECTIVES:The student should develop the foundations for understanding a number of quality systems and management concepts that are common today and assumed to be a part of a world class, global organization.The student will also develop an understanding through experiencing common improvement tools and processes The outcome of this course of study will be an understanding of a broad array of quality systems and tools and the skills required to design, implement, and sustain a total quality program appropriate to the student's workplaces and/or target organizations.



Participation in class is an integral part of your education.If you are going to succeed in learning the curriculum, participation in all class activities is critical.There are no unimportant exercises.If you are unable to participate, not only will you miss out on the learning experience for that class, but you will also negatively impact the learning experience of other class members.



While students in APU classes are expected to work in teams on many assignments, they are also expected to comply with University rules concerning academic honesty.Alaska Pacific University students are expected to promote academic honesty by not participating in or facilitating otherís participation in any act of academic dishonesty, and by reporting incidences of academic dishonesty to their professors.In particular, this means that any work a student submits to a professor must be what it claims to be, and must be entirely that studentís work except for appropriately cited work of others, and must have not have previously been submitted in another class.All APU students also are expected to maintain the high ethical standards appropriate to their future professions.


Please be aware that academic dishonesty and breaches of professional ethics will not be tolerated in this course.Any instances of academic dishonesty will result, minimally, in a failing grade for the course for the student involved and may result in recommendation of their expulsion from the university.Similar penalties may be levied against students who violate professional ethics guidelines.If you have any doubts about what may constitute academic dishonesty, or any questions about the procedure for appeal and adjudication of charges of dishonesty, please refer to the appropriate pages in the University Catalogue and the Student Handbook.


The instructor reserves the right to modify or revise this syllabus depending on the needs of the students, University or the instructor.



††††††††††††††† Participation, on-line assignments††††††††† ††††††††††††††† 95points

††††††††††††††† Homework assignments†††† ††††††††††††††††††††††††††††††† 75points (15 each)

††††††††††††††† Final Paper †††††††††††††††††††† ††††††††††††††††††††††††††††††† 80 points

††††††††††††††††††††††††††††††† ††††††††††††††† Total Points:††† ††††††††††††††† 250 points


A =†††††††† 96-100%††††††††††††††† C+ =††††††††††††††† 78-80%†† ††††††††††††††† D- = 61-63%

A- =††††††† 91-95%†† ††††††††††††††† C = ††††††††††††††† 74-77%†† ††††††††††††††† F = <60%

B+ =††††††† 88-90%†† ††††††††††††††† C- =††††††††††††††† 71-73%

B =††††††††† 84-87%†† ††††††††††††††† D+ =††††††††††††††† 68-70%

B- =†††††††† 81-83%†† ††††††††††††††† D =††††††††††††††† 64-67%





The Final project will demonstrate the analytical skills that you will obtain in this class. Use this final paper to tie all of your quality improvement plans and processes together. Discuss auditing, continual quality improvement and results of your implementation if you managed to actually try any of these techniques in your workplace.


This paper will be about a total quality project in which you will design the method for analyzing a system change for a process that you want to improve.This can be an actual workplace activity or some other process that needs improvement.Use the various tools studied during this module. It is not necessary to carry out the improvement project.


The final project should be of sufficient length to cover the analysis, usually 10 pages, double-spaced.Please use APA style with a minimum of 4 citations and 3 references.Also please include a Table of Contents, Topic sub-headings and a Title Page. The paper will be due the last day of class.Be prepared to discuss your findings the last day of class.







What is TQM? How do you improve a process? How do you communicate quality?

Reading Assignment to be discussed in class

Chapters 1-3

On-line-Class Activity

Research TQM according to Deming

Homework Assignment


Paper #1: Examine your workplace and describe a process that you think could be improved using the philosophies and techniques of TQM.






How can you manage meetings better? How can you promote and celebrate quality?

Reading Assignment to be discussed in class

Chapter 4-5

On-line-Class Activity

Research TQM according to Crosby & Juran

Homework Assignment

Paper #2: Continuing your workplace example, discuss the methods you plan to use to improve quality in the process and how you plan to get feedback from the improvement efforts





How can you document quality?How can you track and improve progress measurements?

Reading Assignment to be discussed in class

Chapter 6-7

On-line-Class Activity

Compare the Japanese idea of quality in organizations to that found in American organizations.

Homework Assignment

Paper #3: Discuss how you are going to track, measure and document your quality improvement progress.





How do you organize, analyze and present quality data that is useful?

Reading Assignment to be discussed in class

Chapter 8-9

On-line-Class Activity

Research Six Sigma.

Homework Assignment

Paper #4: Discuss how you plan to organize, analyze and present data on the quality improvements you have chosen.






How do you train for quality? How do you get feedback? How do you get people involved?

Reading Assignment to be discussed in class

Chapter 10-11

On-line-Class Activity

Find something new about Quality.

Homework Assignment

Paper #5: Using your workplace example, discuss what obstacles you think you are going to face during implementation, and develop methods for gaining involvement and commitment from the employees and management involved.





How do you audit for quality? How do you build lasting Customer-Supplier Relationships, and use that to break into new frontiers?

Reading Assignment to be discussed in class

Chapter 12-13

On-line-Class Activity

Find some real life examples of Quality implementation in an organization.

Homework Assignment

Final Paper





The Future of Quality in the Work Place

Reading Assignment to be discussed in class

Chapter 14

On-line-Class Activity

Project Presentations.