운영전략
(TQM: Total Quality Management)
경영대학 경영학과
Fall, 2016
Prof. Baekseo Seong
2016_2학기 운영전략(3524)
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담당교수: 성 백서
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Tel: 450-3637 (경영관 411호)
E-mail: [email protected]
강의실: 경영관 204호
강의 일시:
월요일 10:30 - 11:45
수요일 9:00 - 10:15
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COURSE DESCRIPTION
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This course introduces students to the essential
core and most recent informations that every
manager needs to know about TQM(Total Quality
Management) and performance excellence
approaches used in the top organizations, typically
a firm. The course is divided into 3 basic parts:
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Part 1: Introduction to quality management
principles.
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We first introduce the notion of quality, its history and
importance, definitions, basic principles, and its impact on
competitive advantage and financial return. The role of
total quality in all key economic sectors such as
manufacturing, service, health care, education, and the notfor-profit sector will be explored. And the philosophical
perspectives supporting total quality, chiefly those of
Deming, Juran, and Crosby, as well as quality management
frameworks defined by the Malcolm Baldrige National
Quality Award and the criteria for Performance
Excellence, ISO 9000, and Six Sigma.
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Part 2: Management systems.
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First, the focus is on understanding customers and their needs, and
practices to build a customer-focused culture and achieve high levels
of customer engagement. Second, the strategic context for performance
excellence, including strategic leadership, strategic planning,
organizational design, core competencies, and strategic work system
design will be provided. Third, workforce management practices
specifically focused on achieving good business outcomes and
engaging the workforce through designing, managing, and sustaining
high performance work systems will be dealt with. Fourth, we focuses
on frameworks and techniques of process management, including the
design of work processes, process control, and process improvement.
Fifth, the focus is on the use of data and information to measure and
manage organizational performance. Discussion of Balanced
Scorecards and modern knowledge management approaches will be
included. Last, class deals with building and sustaining highperformance organizations.
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Part 3: Basic technical issues, tools,
techniques.
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The tools underpin Six Sigma and process
improvement, product design , and process
control. We first focus on statistical thinking
and applications, and then Six Sigma and
process improvement tools and
methodologies in a unified fashion. And then
we focus on quality in product design and the
variety tools and techniques that support it. At
last, basic statistical process control(SPC) will
be provided.
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Course materials
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Evans, James R. and William M. Lindsay(2014), Managing for Quality
and Performance Excellence, 9th edition, South-Western, Cengage
Learning.(이창원, 권영훈, 박병화, 유태종, 이돈희, 이상식, 이홍희 공역(2015),
『품질경영』, 한경사. available at bookstore)
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Cases:
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Text cases(see the following course schedule)
HBS Cases: (Copies are available at the administrative office desk, or will be
prepared and handed out later in the class.)
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Bartlett, Christopher A. and Meg Wozny(2005), GE’s Two-Decades Transformation: Jack Welch’s
Leadership, HBS 9-399-150, 24 pages.
Finkelman, Dan and Tony Goland(1990), “The Case of the Complaining Customer”, Harvard Business
Review, May-June, 12 pages.
Hallowell, Roger and Abby Hansen(2000), Four Seasons Hotels and Resorts, HBS 9-800-385, 26 pages.
Upton, David(1997), Deutsche Allgemeinversicherung, HBS 9-696-084, 12 pages.
Other resources
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Triview National Bank Case Study(2011), Baldrige Performance Excellence Program, NIST, Department of
Commerce.
荒賀年美(2002), 『トヨタの頭腦が挑んだ最强のTQM』, 株式會社 實業之日本社(성백서 역).
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Assessment
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시험
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중간
기말
35%
35%
과제 및 강의참여:
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출석
강의 참여
Personal Improvement Project
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70%
합계
10%
10%
10%
Written report
발표 (옵션: 보너스 10%)
100%
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강의 일정
세션
날짜
주제
교재 및 참고
Case
1
8/29(월)
강의 소개 및 ice breaking time
2
8/31(수)
Term project(PIP) 안내. 품질 입문
교재 1장
3
9/5(월)
품질입문(계속)
교재 1장
4
9/7(수)
품질관리의 기초
교재 2장
5
9/12(월)
품질관리의 기초(계속)
교재 2장
6
9/14(수)
7
9/19(월)
성과 우수성을 위한 볼드리지 프레임워크
교재 10장
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9/21(수)
성과 우수성을 위한 볼드리지 프레임워크(계속)
교재 10장
9
9/26(월)
성과 우수성을 위한 리더십
교재13장
10
9/28(수)
성과 우수성을 위한 리더십(계속)
교재13장
11
10/3(월)
12
10/7(월)
전략 수립과 성과 우수성 창출
교재 11장
13
10/10(월)
전략 수립과 성과 우수성 창출(계속)
교재 11장
14
10/12(수)
고객 초점
교재 3장
불만고객 케이스 소개
15
10/17(월)
중간고사
16
10/19(수)
휴강(시험 기간 중)
17
10/24(월)
고객 초점(계속)
교재 3장
불만고객 케이스 소개(계속)
18
10/26(수)
인적자원 중심
교재 4장
19
10/31(월)
인적자원 중심(계속)
교재4장
20
11/2(수)
프로세스 중심
교재 5장
21
11/7(월)
프로세스 중심(계속)
교재5장
22
11/9(수)
성과 우수성을 위한 측정과 지식관리
교재 12장
23
11/14(월)
성과 우수성을 위한 측정과 지식관리(계속)
교재 12장
24
11/16(수)
품질 및 성과 우수성 실현 및 지속
교재 14장
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11/21(월)
품질 및 성과 우수성 실현 및 지속(계속)
교재 14장
26
11/23(수)
품질경영의 통계적 기법
교재6장
Deutsche
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11/28(월)
품질과 성과 우수성을 위한 설계
교재 7장
Allgemeinversicherung
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11/30(수)
품질 측정과 품질 통제
교재 8장
케이스 소개
공휴(추석 연휴 첫날)
잭 웰치 케이스 소개
공휴(개천절)
포시즌 호텔 케이스 소개
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