Singapore University of Social Sciences

Total Quality Management

Total Quality Management (BUS363)


Total Quality Management (TQM) is an enhancement to the traditional way of doing business. TQM focuses on increasing customer satisfaction along with improving business processes and uses the goal of customer satisfaction to generate the organisation’s strategies to achieve operational excellence. This course provides students with an understanding of the fundamental principles, concepts, and techniques relating to Total Quality Management. This course will first focus on quality concepts, techniques, and the contributions of various quality gurus to quality management. Next, this course will explore the implementation process of TQM and the major quality awards and certifications sought after by organisations in their quest for performance excellence. This will be followed by the management of the Voice of the Customer and the Voice of the Market. This course will then explore the different techniques that can be used to design and improve the quality in products and services. This course will also include the latest developments in Total Quality Management and the innovative applications of TQM.

Level: 3
Credit Units: 5
Presentation Pattern: Every January


  • Quality Concepts and Techniques
  • Quality Management Practices and Philosophies
  • Quality Awards, Standards, and the Business Excellence Framework
  • TQM, Definitions, Theories, and Principles
  • TQM Development and Innovative Applications
  • Voice of the Customer Analysis
  • Voice of the Market Analysis
  • Quality Design in Products and Services
  • QFD, Kano Analysis, and FMEA Analysis
  • SERVQUAL and Service Blueprinting
  • Lean Six Sigma, Toolkit, and the DMAIC Approach
  • TQM Implementation, Barriers, and Success Factors

Learning Outcome

  • Demonstrate the use of quality concepts.
  • Analyse the implementation of a Total Quality Management (TQM) programme in the workplace.
  • Examine the application of the Voice of the Customer and Voice of the Market in TQM.
  • Evaluate the use of quality techniques in designing quality products and services and appraise suitable quality techniques to improve quality in products and services.
  • Develop the essential knowledge and interpersonal skills to work in teams.
  • Practice writing proficiency and prepare oral presentations.
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