SHE Level 4
SCQF Credit Points 20.00
ECTS Credit Points 10.00
Module Code MHN209307
Module Leader n/a
School Glasgow School for Business and Society
Subject Management
  • B (January start)

Pre-Requisite Knowledge

Level 2 Module - Management and Organisations

Summary of Content

To develop an ability to analyse and continuously improve the performance of operating systems: Their design; management; associated planning and control; and economic social performance.


The need for continuous performance improvement; the difference between operation, improvement and innovation; Process Model and performance objectives of operating systems; setting improvement objectives and targets.Process Measurement: output-related measures (productivity, efficiency, yield etc); customer-related measure (effectiveness, quality).Continuous Quality Improvement; definitions of quality, key gurus principals, theories and models.The meaning of 'quality' in the manufacturing, service, voluntary and public sectors. The service 'gap' model, measuring service quality.Quality tools and techniques for process improvement: SPC and Taguchi Methods.Quality standards and awards that drive improvement: ISO 9001:2000 & EFQM Excellence Model.The role of benchmarking within Excellence Model and Best Value frameworks.Productivity improvement: the use of JIT and synchronous operations for effective/efficient flow of customers, raw materials, components and finished goods through the system; the flow of information for decision making and control.Techniques of 'lean manufacturing': '5S' , 8 'wastes' etcTechnical and process improvement: improving individual operations: improving the process and information flow.Human resource improvement: development of an improvement programme.Contemporary approaches to continuous improvement: business process re-engineering; simultqaneous engineering.

Learning Outcomes

By the end of the module, students will be able to:demonstrate a critical understanding of principal theories, concepts and principals of quality management and continuous improvement, including the need for continuous performance improvement and the difference between operation, improvement and innovationexecute a defined project of research, development or investigation and identify relevant outcomescritically evaluate approaches for continuous productivity improvementutilise contemporary review/improvement approaches to the enhancement of operating systems

Teaching / Learning Strategy

Lectures, case studies, videos, computer applications, guest lectures

Indicative Reading

ESSENTIAL READINGBrown, S; Blackmon, K; Cousins, P; Maylor, H: OPERATIONS MANAGEMENT, POLICY PRACTICE AND CONTINUOUS IMPROVEMENT, Butterworth-Heimmann, 2001SUPPLEMENTARYBrown, S; Lamming, R; Bessant, J; Jones, P: STRATEGIC OPERATIONS MANAGEMENT, Butterworth-Heimmann, 2000Dale, B: MANAGING QUALITY (3rd ed), Blackwell 1999Imai, M: KAIZEN (KY'SEN): THE KEY TO JAPAN'S COMPETITIVE SUCCESS, McGraw-Hill 1986Johnston, R; Clark, G: SERVICE OPERATIONS MANAGEMENT, Pearson Ed/Prentice-Hall, 2001Oakland, JS: TOTAL QUALITY MANAGEMENT: THE ROUTE TO IMPROVING PERFORMANCE (2nd ed) Butterworth-Heimann, 2000Oakland, JS: TOTAL QUALITY MANAGEMENT: TEXT WITH CASES (2nd ed), Butterworth-Heimann, 2000Oakland, JS: TOTL ORGANISATIONAL EXCELLENCE: ACHIEVING WORLD CLASS PERFORMANCE, Butterworth-Heimann, 2001Schonberger RJ; Knod, EM: OPERATIONS MANAGEMENT: CONTINUOUS IMPROVEMENT (5th ed) Irwin 1994JOURNALS, SOURCES AND REFERENCESInternational Journal of Quality and Reliability ManagementThe TQM MagazineJournal of Applied Statistics

Transferrable Skills

Problem solving and decision making; report writing, information retrieval from electronic sources, use of models of business processes

Module Structure

Activity Total Hours
Independent Learning (FT) 112.00
Tutorials (FT) 12.00
Assessment (FT) 30.00
n/a 2.00
Lectures (FT) 24.00

Assessment Methods

Component Duration Weighting Threshold Description
Coursework 0.00 60.00 n/a Management Report
Exam (Exams Office) 2.00 40.00 n/a Examination