SHE Level 2
SCQF Credit Points 20.00
ECTS Credit Points 10.00
Module Code M2N209299
Module Leader n/a
School Glasgow School for Business and Society
Subject Management
  • B (January start)

Pre-Requisite Knowledge


Summary of Content

This module provides an introduction to the terminologies, techniques, models and systems relevant to the management of quality, product safety and risk in the public and private sectors. This includes an overview of associated national and international standards for quality and product safety assurance, and an introduction to the process of auditing quality management systems.


Quality Management principles, techniques and modelsQuality definitions and associated terminologies; TQM concepts and principles with respect to products and services; Tools and techniques of quality management;Concept and requirements of Best Value in local government;Quality awards and self-assessment frameworks; Quality systems and standardsProduction / harmonization of international standards;Quality system basic elements; Introduction to generic quality system standard BS EN ISO 9000:2000;Introduction to other relevant standards (ISO 14000, industry-specific standards); HRM issues: Investors in people; Concept of Integrated Management Systems;Risk assessment and management models; Audit and assessment of quality systems

Learning Outcomes

On completion of this module the student should be able to:Demonstrate an understanding of the concept of quality with respect to products and servicesApply quality techniques and approaches relevant to the needs of organisations in the public and private sectorsUnderstand the challenges associated with the development, implementation and assessment of quality management and risk management systemsUnderstand the role of external agencies in promoting quality awareness and improvement Demonstrate knowledge of national and international standards relevant to quality management

Teaching / Learning Strategy

Two hours lecture plus one hour seminar per week. Students are required to prepare for seminars in advance using CDROM, www, periodicals (via electronic journal sources) and textbook. Student centred activities include; seminars, group work, presentations and case studies.

Indicative Reading

Text books:Oakland John S. (1997) .Total Quality Management: Text with Cases. Butterworth-HeinmannMorgan, C. and Murgatroyd, S. (1997). Total Quality Management in the Public Sector. Open University pressHoyle, D. (1997). ISO 9000 Quality system assessment handbook. Butterworth-HeinmannKandampully, J., Mok, C., Sparks, B. (eds). (2001). Service Quality Management in hospitality, tourism and leisure. Haworth Hospitality pressMunro-Faure L., Munro-Faure, M. and Bones, E. (1993). Achieving Quality Standards. Institute of Management. Pitman Publishing On-line JournalsInternational Journal of Quality and Reliability Management, Benchmarking: An international Journal, The TQM Magazine,Quality WorldManaging Service Quality

Transferrable Skills

Report writing; case study analysis; presenting; oral / written communications; on-line literature and information searching; interpersonal and group working skills; conducting quality system audits; use of models of business problems and processes

Module Structure

Activity Total Hours
Seminars (FT) 12.00
Assessment (FT) 15.00
n/a 2.00
Independent Learning (FT) 115.00
Lectures (FT) 24.00
n/a 12.00

Assessment Methods

Component Duration Weighting Threshold Description
Exam (Exams Office) 2.00 50.00 35% Examination
Coursework 0.00 20.00 35% Group project and presentation
Coursework 0.00 30.00 35% Essay - 1500 words