Unit Outline

Quality management focuses on the quality of physical products as well as services and processes, and how they can be improved. The principles and processes of quality management are the key elements that businesses use to respond to market and customers’ needs and maintain business viability through improved efficiency, product quality and safety, and improvement of service delivery.

Quality management is comprised of the four key components of quality planning, quality control, quality assurance and quality improvement. You will explore these four components and how they impact on issues such as customer focus, customer value, continuous improvement, process improvement and total quality management.

This unit builds on concepts of learning through practice in Year 1 of study by introducing you to more complex learning experiences. You will be introduced to:

discipline-based skills and knowledge in dynamic practice situations. This will include authentic and purposeful, industry-related experiences

concepts of managing effective relationships and communicating with others

the development and use of adaptive leadership skills and how these skills relate to innovative and entrepreneurial practice

the nature of responsible, accountable and reflective workplace skills, and creative and critical thinking relevant to para-professional practice.

You will exercise self-awareness, initiative and judgement to manage yourself and professional relationships effectively. The application of tacit knowledge and capabilities will be reflected in a Practice Manual.

Intended Learning Outcomes

As per the Assessment and Results Policy 1.3, your results will reflect your achievement against specified learning outcomes.

On completion of this unit, you will be able to:


1.	Identify and communicate the fundamental principles and processes of quality and quality management
2.	Apply quality management and quality improvement tools and techniques to industry
3.	Evaluate causes of quality management issues and recommend quality improvement solutions

Requisites


REQUISITE TYPE	REQUISITES
Anti-requisite (mutual excl)	ZAA107 ZAS104 ZAS114

Alterations as a result of student feedback

To be determined.

How will I be Assessed?

For more detailed assessment information please see MyLO.

Assessment schedule


ASSESSMENT TASK #	ASSESSMENT TASK NAME	DATE DUE	WEIGHT	LINKS TO INTENDED LEARNING OUTCOMES
Assessment Task 1:	Quality Management in Practice Activity + Reflection	Week 4	20 %	LO1
Assessment Task 2:	Quality Management Tools - Case Study	Week 8	35 %	LO1, LO2, LO3
Assessment Task 3:	Quality Improvement Proposal	Week 13	45 %	LO1, LO2, LO3

Assessment details

Assessment Task 1: Quality Management in Practice Activity + Reflection

Task Description:

You will explain what quality management is, using examples.

You will also discuss quality management with a peer, friend or businessperson in relation to a business or organisation they work in, then you will analyse and reflect on quality management in practice.

Task Length:

maximum 600 words

Due Date:

Week 4

Weight:

20 %

CRITERION #

CRITERION

MEASURES INTENDED

LEARNING OUTCOME(S)


1	Communicate ideas and information about quality management	LO1
2	Engage in reflective practice to evaluate key learnings	LO1
3	Engage with and record observations of industry and practice	LO1

Assessment Task 2: Quality Management Tools - Case Study

Task Description:

Quality investigation techniques, such as those that use root cause analysis and other quality management problem solving techniques, are essential to a practitioner of quality management. A Case Study will be provided to you to investigate quality management tools and their application in business. You will apply a minimum of three (3) of the following quality management tools to a case study:
• A cause and effect diagram (fishbone diagram)
• 5 Whys
• Graph/s (e.g. check sheets, histograms, control charts, pareto charts and scatter diagrams)
• Process chart (flow chart)
You will identify the main root causes using the above tools and techniques and propose solutions for the organisation to address your identified main root causes. You will provide the order of priority the solutions should be implemented by the organisation.
You are to document your case study analysis in a written report. Your report is to include diagrammatic/visual representation of the tools and techniques you have applied in your analysis.

Task Length:

900 words (excluding diagrams and analysis tools)

Due Date:

Week 8

Weight:

35 %

CRITERION #

CRITERION

MEASURES INTENDED

LEARNING OUTCOME(S)


1	Identify and apply problem solving strategies	LO2
2	Use evidence to support arguments and conclusions	LO1
3	Communicate ideas and information	LO3

Assessment Task 3: Quality Improvement Proposal

Task Description:

You will work within your own organisation or an organisation of your choosing to develop a Quality Improvement Proposal.

This task will address a quality improvement proposal related to a quality problem or challenge. It may relate to quality planning, quality control, quality assurance, customer value and/or processes within the organisation.

Quality Improvement Proposal Investigation
As part of your investigations, you are required to:
•research the details of the quality issue
•interview or carry out a two-way discussion with a person from the organisation you have selected
•use quality management tools to investigate identify root causes
•provide evidence of your investigations (in particular your interview/discussions and collection of additional materials)

As part of your Quality Improvement Proposal Investigation and Report you will provide key information and analyse causes, impacts and recommendations to address the quality issue.

Your report is to include diagrammatic/visual representation of the tools and techniques you have applied in your analysis.

To ensure you are on the correct path you will submit a proposed topic for your AT3 in week 9 to receive feedback.

Task Length:

1/ Submission of 50 words detailing what your AT3 quality improvement proposal topic is likely to be. 2/ Quality Improvement Proposal Business Report: 1200 words, excluding diagrams and analysis tools

Due Date:

Week 13

Weight:

45 %

CRITERION #

CRITERION

MEASURES INTENDED

LEARNING OUTCOME(S)


1	Identify and apply problem solving strategies	LO2
2	Use evidence to support arguments and conclusions	LO2
3	Evaluate continuous improvement options to justify a final recommendation	LO3
4	Communicate ideas and information	LO1

How your final result is determined

To pass this unit, you need to demonstrate your attainment of each of the Intended Learning Outcomes, achieve a final unit grade of 50% or greater, and pass any hurdle tasks.

Submission of assignments

Where practicable, assignments should be submitted to an assignment submission folder in MYLO. You must submit assignments by the due date or receive a penalty (unless an extension of time has been approved by the Unit Coordinator). Students submitting any assignment in hard copy, or because of a practicum finalisation, must attach a student cover sheet and signed declaration for the submission to be accepted for marking.

Academic integrity

Academic integrity is about acting responsibly, honestly, ethically, and collegially when using, producing, and communicating information with other students and staff members.

In written work, you must correctly reference the work of others to maintain academic integrity. To find out the referencing style for this unit, see the assessment information in the MyLO site, or contact your teaching staff. For more detail about Academic Integrity, see Important Guidelines & Support.

Requests for extensions

If you are unable to submit an assessment task by the due date, you should apply for an extension.

A request for an extension should first be discussed with your Unit Coordinator or teaching support team where possible. A request for an extension must be submitted by the assessment due date, except where you can provide evidence it was not possible to do so. Typically, an application for an extension will be supported by documentary evidence: however, where it is not possible for you to provide evidence please contact your Unit Coordinator.

The Unit Coordinator must notify you of the outcome of an extension request within 3 working days of receiving the request.

Late penalties

Assignments submitted after the deadline will receive a late penalty of 5% of the original available mark for each calendar day (or part day) that the assignment is late. Late submissions will not be accepted more than 10 calendar days after the due date, or after assignments have been returned to other students on a scheduled date, whichever occurs first. Further information on Late Penalties can be found on the Assessments and Results Procedure.

Review of results and appeals

You are entitled to ask for a review of the marking and grading of your assessment task if there is an irregularity in the marking standards or an error in the process for determining the outcome of an assessment. Details on how to request a review of a mark for an assignment are outlined in the Review and Appeal of Academic Decisions Procedure.