Total Quality Management

Year
1
Academic year
2019-2020
Code
01620360
Subject Area
Management
Language of Instruction
Portuguese
Mode of Delivery
Face-to-face
Duration
SEMESTRIAL
ECTS Credits
6.0
Type
Elective
Level
1st Cycle Studies

Recommended Prerequisites

Not applicable.

Teaching Methods

The topics are addressed by means of combination of different methodologies, which comprise expositive techniques and interactive techniques, essentially based on the discussion of case studies and exercises. It is expected that students actively participate in the presentation and discussion of some papers.

For each topic scientific and professional-oriented papers are suggested. Such papers are expected to be used in the case-studies preparation. Often, some questions are identified that call for further research and that can be used to initiate new studies.

The evaluation system combines the following elements: final exam (35%), presentation and discussion of case studies in groups (35%), an individual assignment (20%) and the participation in classes (10%).

Learning Outcomes

This unit aims to give students a broad understanding of Total Quality Management in a way that enables students to correctly use the terminology of the field and to know the essentials of the main TQM models and frameworks (including ISO 9000 standards and excellence models). Moreover, students are expected to be able to develop organizational self-assessment processes.

A key goal is to develop a systemic and holistic view of Quality Management, based on its main principles and on the critical reflection upon the basic concepts and frameworks. At the end, it is expected that students are able to design strategies for quality implementation. Additionally, students shall be capable of applying a set of methodologies and tools – basic and advanced – that drive improvement, both related to control and planning.

Work Placement(s)

No

Syllabus

Within a continuous improvement perspective of organizational performance, Total Quality Management has been regarded as a management philosophy based on a set of principles and methodologies. In this unit, the technical and organizational components of Total Quality are analyzed and some frameworks and tools for continuous improvement are presented.

The following topics are addressed: (1) Evolution of the Quality concept and the movement towards TQM; (2) Principles of Total Quality Management; (3) Quality in services; (4) International frameworks for quality implementation and assessment: ISO standards and excellence models; (5) Self-assessment and certification; (6) Quality tools and methodologies; (7) Six Sigma essentials; (8) Quality in the design of products and services; (9) Quality in Public Administration, Health and Education.

Assessment Methods

Mixed Regime
the participation in classes : 10.0%
individual assignment: 20.0%
presentation and discussion of case studies in groups : 35.0%
Exam: 35.0%

Bibliography

EVANS, James R.; LINDSAY, William M. – Managing for quality and performance excellence. 8th ed. Mason: South-Western Cengage Learning, 2010.

KANJI, Gopal K.; SÁ, Patrícia Moura e, - Performance measurement: the path to excellence. Leeds: Wisdom House Publications, 2006.

MANUAL prático para a certificação e gestão da qualidade com base nas normas ISSO 9000:2000: um guia com os métodos e processos mais modernos. Coordenação Ana Luísa Paiva, Lurdes Capelas; António Castilho [et al.]. Manual Prático para a Certificação e Gestão da Qualidade com Base nas Normas ISO 9000:2000. Maio 2006. Lisboa: Verlag Dashöfer-Edições Profissionais,2006.