Total Quality Management II

Recommended Prerequisites

The frequency of the course "Total Quality Management I" is required. Basic knowledge is assumed in various fields of management. Given the bibliography indicated, a reasonable command of the English language is recommended.

Teaching Methods

The topics are addressed by means of combination of different methodologies, which essentially comprise the discussion of case studies and exercises. Based on them the concepts and frameworks are presented and analyzed. Occasionally, more expositive classes might occur. It is expected that students actively participate in the presentation and discussion of some papers.

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 on the organizations taking into consideration the main barriers and motivations. 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) From quality of products to organizational excellence; (2) Concepts and principles of Total Quality Management; (3) Quality in services; (4) International frameworks for quality implementation and assessment; (5) Self-assessment and organizational performance measurement; (6) Leadership and human resource management practices in a TQM environment; (7) Quality tools; (8) Six Sigma essentials; (9) Quality in the design of products and services; (10) Quality in Public Administration, Health and Education.

Assessment Methods

Evaluation system combines
participation in the class: 10.0%
Exam: 40.0%
presentation and discussion of case-studies and exercises: 50.0%

Bibliography

EVANS, R. James ; LINDSAY, William M. – Managing for quality and performance excellence. 8th ed.. Mason : Cengage/South-Western, 2010. HOYLE, David - ISO 9000 quality systems handbook. 6th ed. Oxford : Butterworth-Heinemann, 2009. KANJI, Gopal K. ; SÁ, Patrícia Moura e - Performance measurement : the path to excellence. Leeds : Wisdom House Publications, 2006. [BP 658.5 KAN]. MANUAL prático para a certificação e gestão da qualidade com base nas normas ISO 9000:2000 : um guia com os métodos e processos mais modernos. Coordenação Ana Luísa Paiva, Lurdes Capelas, António Castilho [et al.]. 19ª act.. Lisboa : Verlag Dashöfer-Edições Profissionais, 2006. [BP 658.5 MAN]