Business Excellence Management (MASTER)

This course aims to introduce contemporary understanding of Total Quality Management and Business Excellence and their elements, such as customer satisfaction, employee involvement, leadership, quality culture, and continuous learning and improvement. Relying on scientific articles and case studies, core concepts and approaches of business excellence will be presented to allow students to understand the crucial steps for successful TQM and BE implementation. Guest lectures and seminar assignments are intended to help students understand and apply different total quality tools and techniques to solve identified quality problem(s) in the local companies.

1. The Total Quality Management (TQM) Approach to Organizational Business Excellence
2. Implementation of Business Excellence Models (BEM) and Quality Management Standards
3. Strategic Management and Competitive Advantage
4. Quality Management, Ethics, and Corporate Social Responsibility
5. Quality Culture
6. Customer Satisfaction, Retention and Loyalty
7. Employee Empowerment
8. Leadership and Change Management
9. Teamwork
10. Communication
11. Quality management tools
12. Lean Approaches
13. Partnering and Strategic Alliances
14. Education and Training
15. Overcoming Politics, Negativity and Conflicts