QUALITY MANAGEMENT SYSTEMS

Single discipline educational activity

Course Sheet

Course code:

000112L

Academic Year of enrolment:

2019

Year of supply:

2020/2021

Type of Course:

Characterising

Degree:

Course of 2nd Cycle Degree in BUSINESS ADMINISTRATION

Disciplinary Sector:

Commodity Studies

Location:

PESCARA

Credits:

Programme Year:

Professor and Collaborators:

PETTI Luigia

Cycle:

First semester

Hours of classroom activity:

Individual study hours:

153

Prerequisites:

None

Objectives

This module aims at providing a cognitive and applicative framework of the methods of business management that are oriented to processes, products and services.
1) Knowledge and comprehension capability. Understand the structure of a Quality System and the mechanisms that can render it valid worldwide. Understand the historical, cultural and social premises that underlie the conceptual model on which the Quality Systems are founded. Know the quality management models (TQM and ISO 9000) and the principles of quality. 2) Capability to apply obtained knowledge and comprehension. Learn the principles of Problem Solving and the requirements that are necessary to implement a Quality Management System. 3) Independent judgement: Know how to identify institutions, operating standards and specific purposes of standardisation, auditing, accreditation and certification. Master the main models of quality and problem solving. 4) Communication skills. Disseminate the quality principles and the certification requirements. 5) Learning abilities. Ability to analyse data and documents in order to assess a correct implementation of the Quality Management System. SDGs: 3,4,5,9,10,11,12,17

Contents

Definition and evolution of the concept of quality. Historical evolution of the main models of quality management. The great theoreticians of quality. Customer satisfaction. The management of the continuous improvement activity. The process-related approach. Quality in services. The Quality Management System and certification standards. The QFD (Quality Function Deployment). The quality of human capital.

Extended Syllabus

Module A - 6 ECTS
1 - Quality: concepts and methods
2 - Quality: Quality Management Models
• Evolution of the concept of
• Main models for Quality Management
• From product control to process control
• From Quality as a characteristic to Quality as a value
• Principles and methods of TQM
• Assessment and self-assessment systems of Quality awards
• The Gurus of Quality
3 - The ISO 9001 standard
4 - Auditing of Management Systems
5 - Methods, techniques and tools for Quality improvement
• Problem Finding and Problem Solving
• The 7 tools of Ishikawa
• Quality improvement tools of first, second and third necessity
6 a - Social Life Cycle Assessment: theoretical model
-The real Quality: human capital
Module B - 3 ECTS
6 b - S-LCA (in-depth analysis)
7 - Quality Function Deployment (QFD)
8 - Quality in services (Servqual, etc.)
9 - The Kano and A-Kano models
10 - Lean 6 sigma

Recommended Bibliography

Teaching material available on Teams

Methods of Provision

Conventional

Teaching Methods

Lectures (of 2 hours, following the academic calendar) and active teaching methods: assignments, group and individual working, seminars held by experts, etc. Attendance is optional but recommended. The final exam will be the same both for attendees and not.

Evaluation methods

Verification of learning:

The preparation of the students will be verified via an oral exam on the acquired knowledge, consisting of an assessment of the ability to develop their own opinion and to present an in-depth topic (chosen by the student out of a set proposed by the Professor).

Contacts/More Information

Phone number: +39 085 4537940
E-mail: l.petti@unich.it
Office days and hours: Thursdays 9:30-12:30 and on-demand.

Università degli Studi
"G. d'Annunzio"

Chieti - Pescara

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