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Program Course objectives Course outline Course prerequisites Course requirements Reporting assignments Returning assignments Course material Contact information Course objectives • Business success depends on a company's ability to produce products and services to match customers need. The aim of this course is to familiarize students with concepts and methods in quality and performance management. Further, students will understand the role of quality in related to all processes and products/services of a company, and to understand that better quality products/services and processes enhance the company's performance and thus improve the company's profitability Course outline Tue Introduction to Quality and Performance Management Course introduction Lecture 1 29.9. Thu Understanding variation Tools and Methods Lecture 2 31.10. Tue Measuring the processes Tools and Methods Lecture 3 5.11. Thu Process management and continuous improvement Lecture 4 7.11. Tue. Lean tools and understanding data Tools and Methods Lecture 5 12.11. Thu Performance Measurement and Strategic Information Lecture 6 14.11. Management Tue Finnish Quality Association & Excellence Finland Suomen laatuyhdistys Lecture 7 19.11. RY, Tani Järvinen Thu Quality and Performance in the highly Regulated Ph.d.(Econ.) Docent, Lecture 8 21.11. Financial Industry Raimo Voutilainen Tue Service quality Case: Ritz-Carlton Lecture 9 26.11. Thu Voice of customer and markets Case: John Smithers Lecture 28.11. at Sigtek 10 3.12. DMAIC and Course Wrap-up Lecture Tue 11 5.12. Lean Six Sigma Yellow Belt test Lecture Thu 12 Course prerequisites • Comprehensive familiarity in Tuotantotalous (35A00110), Operations Management (35A00210), or matching knowledge acquired is highly recommended. • Recommended mathematical skills recommended: Basic calculus, polynomial functions and their derivation, regressions. • Recommended statistics skills: Statistical distributions and central limit theory. • Students are expected to know or self acquire the MsExcel skills needed for solving the assignments. Course Requirements Lectures and exercises 24 h Lean Six Sigma Yellow Belt test (45%) Obligatory cases and assignments (55%) Case 1: Case Ritz-Carlton (15 %) Case 2: Case John Smithers at Sigtek (15 %) Exercises (10 % + 15 %) In order to pass the course, need 50% of the total course points Lectures: Tuesdays and Thursdays (G-112) 13.15-14.45 Spring 2018 Quality Leadership 35E00500
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