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