COURSE INFORMATION Course Title: TOTAL QUALITY MANAGEMENT

Code	Course Type	Regular Semester	Theory	Practice	Lab	Credits	ECTS
BUS 337	D	5	3	0	0	3	5

Academic staff member responsible for the design of the course syllabus (name, surname, academic title/scientific degree, email address and signature)	NA
Lecturer (name, surname, academic title/scientific degree, email address and signature) and Office Hours:	Esmir Demaj
Second Lecturer(s) (name, surname, academic title/scientific degree, email address and signature) and Office Hours:	NA
Teaching Assistant(s) and Office Hours:	NA
Language:	English
Compulsory/Elective:	Elective
Classroom and Meeting Time:	C3 / Wednesday:11:00 / 13:45
Course Description:	Total Quality Management: Principles of quality management and control systems. Design and development of quality systems in manufacturing and service sectors. Quality improvement programs. Quality information systems.
Course Objectives:	The content of this course will be focused mainly on the principles of Total Quality Management (TQM). Among other topics, the lectures will cover those which are essential to TQM, such as; aspects and concepts of quality improvements, management theories, human aspects of organizations and services, labor management, morale and faith of employees, etc. These and other related topics will be treated during the assigned hours (three per week) throughout the semester, with the exception of exam hours. The course objective is to develop a comprehensive understanding of the principles of TQM. Students will be provided sufficient information and materials to help them succeed in the course. Furthermore, they will have the tools and techniques to build a work environment which keeps improving. The lectures will cover topics from the private as well as the public sectors.

COURSE OUTLINE

Week	Topics
1	Introduction to Total Quality Management, Theory of Total Quality Management
2	Guidelines for would-be Quality Managers, Productivity Measurements - Barriers to Productivity Improvements
3	The politics of performance Management – Management Control, Managerialism
4	The Public-Private Paradox – The importance of being close to the center, The evolution of Management Principles
5	What is Organization Theory? The Origins of Scientific Management/Various Theories
6	Classical Organizational Theory, Neoclassical Organizational Theory
7	“Modern” Organizational Theory, Systems Theory
8	MIDTERM EXAM
9	Motivation/Many different motivational theories, Human Needs Theory
10	Leadership and Management – Techniques of Leadership, The Challenges Facing Leaders
11	Managing Employees/Labor Management, Morale and the Quality of Work Life
12	The Dynamics of Change and Improvement
13	Development of Personal systems of Faith and Values
14	Organizations as Cultures

Prerequisite(s):	No
Textbook:	“The Human Side of Organizations”, Stan Kossen, 3rd Edition, Harper & Row Publishers, “Introducing Public Administration”, Jay Shafritz, E.W. Russell, Christopher Borich, 5th Edition, Pearson Education Inc. New York
Other References:
Laboratory Work:
Computer Usage:	Yes
Others:	No

COURSE LEARNING OUTCOMES

1	To be able to get the consept of Quality across
2	To analyse Total Quality Management
3	To demonstrate the Certificates of Quality System
4	understanding the requirements for designing a business unit or environment.
5	gain knowledge about marketing and production.
6	Learning the communication skills by acquiring the professional terminology of business administration.
7	Learning and adopting the ethical, social and legal (laws and regulations) responsibilities needed in the field of business administration and management.
8	Ability to effectively use technological devices (IT systems) and modern techniques in managing a business environment successfully.
9	Acquiring an open minded-attitude through continuous learning and practice and participation.
10	They gain knowledge about management and organization.

COURSE CONTRIBUTION TO... PROGRAM COMPETENCIES (Blank : no contribution, 1: least contribution ... 5: highest contribution)

No	Program Competencies	Cont.
Bachelor in International Marketing and Logistics Management (3 years) Program

COURSE EVALUATION METHOD

Method	Quantity	Percentage
Midterm Exam(s)	1	40
Quiz	1	20
Final Exam	1	40
	Total Percent:	100%

ECTS (ALLOCATED BASED ON STUDENT WORKLOAD)

Activities	Quantity	Duration(Hours)	Total Workload(Hours)
Course Duration (Including the exam week: 16x Total course hours)	16	3	48
Hours for off-the-classroom study (Pre-study, practice)	16	2	32
Mid-terms	1	10	10
Assignments	7	3	21
Final examination	1	14	14
Other			0
Total Work Load:			125
Total Work Load/25(h):			5
ECTS Credit of the Course:			5