Study-Unit Description

Study-Unit Description


CODE MGT1209

 
TITLE Quality and Operations Management

 
UM LEVEL 01 - Year 1 in Modular Undergraduate Course

 
MQF LEVEL 5

 
ECTS CREDITS 6

 
DEPARTMENT Business and Enterprise Management

 
DESCRIPTION This study-unit addresses the core functions and processes of Operations Management and provides an in-depth coverage of the critical role that quality plays in business success. Its content provides an understanding of the methods, techniques, and practices adopted by contemporary firms in order to ensure the efficient and effective delivery of products and services. The direct link between operations decisions and organizational success is covered.

The main topics addressed are: customer centrality in service delivery, strategy and competitiveness, management planning and controlling, quality management philosophies and frameworks, continuous quality improvement, measuring and managing service delivery, and lean thinking in services.

Study-unit Aims:

Familiarization with the issues and challenges confronting managers in the service industry;
An understanding of the nature and significance of quality in organizational practice;
An understanding of management aspects in customer care and the enhancement of customer service in terms of design, operations and performance;
An appreciation of the various tools that can be used to profitably manage an organization in light of the intense competitive environment.

Learning Outcomes:

1. Knowledge & Understanding:
By the end of the study-unit the student will be able to:

- understand the quality management philosophies and frameworks;
- recognize how the development of appropriate operations processes enhance the achievement of overall business objectives;
- appreciate the advantages and disadvantages of applying different techniques and approaches in operations and quality management practice.

2. Skills:
By the end of the study-unit the student will be able to:

- demonstrate analytical skills for investigating and analyzing quality management issues and suggest implementable solutions;
- evaluate appropriate performance indicators to effect improvement, monitoring and control of operations;
- apply operations frameworks that appropriately enhance the effective delivery of service.

Main Text/s and any supplementary readings:

Main Texts:
Hakserver, C.; Render, B. (2013) Service Management: An Integrated Approach to Supply Chain Management and Operations. Pearson.
Martin, W.B. (2002): Quality Service: what Every Hospitality Manager Needs to Know, Prentice Hall.

Supplementary Texts:
Hollins, B.; Shinkins, S. (2006) Managing Service Operations. Sage Publications Ltd.
O'Fallon, MJ and Rutherford, DG (2010): Hotel Management and Operations, New Jersey: John Wiley and Sons.
Stevenson, W. (2014), Operations Management, London, International Student Edition with global readings. McGraw Hill.
Chase, R.; Jacobs, R.B.; Aquilano, N.J. (2006) Operations management for Competitive Advantage. McGraw-Hill/Irwin.

 
STUDY-UNIT TYPE Lecture

 
METHOD OF ASSESSMENT
Assessment Component/s Assessment Due Sept. Asst Session Weighting
Project SEM2 Yes 100%

 
LECTURER/S

 

 
The University makes every effort to ensure that the published Courses Plans, Programmes of Study and Study-Unit information are complete and up-to-date at the time of publication. The University reserves the right to make changes in case errors are detected after publication.
The availability of optional units may be subject to timetabling constraints.
Units not attracting a sufficient number of registrations may be withdrawn without notice.
It should be noted that all the information in the description above applies to study-units available during the academic year 2023/4. It may be subject to change in subsequent years.

https://www.um.edu.mt/course/studyunit