Quality Management

Recommended Prerequisites

Organizational Theory.

Teaching Methods

A - Methodology:
Theoretical and practical classes and application of theory in practical exercises (solved in the classroom and in work groups). Which translates to B:
B - Continuous Assessment:
a) 2 Frequencies (35% + 35%) = 70%
b) Group work: 1 written work (research) with defense and presentation in class (20%) + resolution of practical cases in the classroom (10%) = 30%.

Learning Outcomes

It is intended to give to the students the basic concepts of quality management and total quality management, the main approaches and quality management models, as well as knowledge of measurement instruments and quality assessment in public and private organizations. It is intended that students master the basic concepts of quality management, meet the models and quality systems and know apply the metrics and assessment methods in case studies of modern organizations life, enhancing thus the analytical and critical capacity.

Work Placement(s)

No

Syllabus

I - Quality Management

1.1. Concept framework

1.2. Quality setting

1.3. Quality features

1.4. Importance of Quality study

1.5. Historical perspective of quality management

1.6. Main quality approaches

 

II - Managing the Quality of Service

2.1. Service concept and features

2.2. Service quality models

2.3. Measurement of service: Different indicators

2.4. Integration of different assessment indicators

 

III - Quality Management to Total Quality

3.1. Concepts of Total Quality Management

3.2. Benefits and quality costs

3.3. Models of excellence: instruments and applicability to services

3.4. The awards for excellence

3.5. Excellence as a competitive advantage

3.6. The European model of excellence - EFQM

IV - measuring and instruments of quality assessment

4.1. Continuous Improvement: Benchmarking

4.2. ISO 9001: 2015

4.3. Balanced Scorecard.

Head Lecturer(s)

Maria do Céu Colaço Santos

Assessment Methods

Assessment
Resolution Problems: 10.0%
Research work: 20.0%
Frequency: 70.0%

Bibliography

Bank, J. (1998). Qualidade Total – Manual de Gestão. Lisboa: Edições CETOP.

Camp, R.C. (1993). Benchmarking – O Caminho da Qualidade Total. São Paulo: Pioneira Thompson Learning Lda.

Dale, B. e Cooper, C. (1995). Qualidade Total e Recursos Humanos. Lisboa: Editorial Presença.

Cruz, C. P. (2005). Balanced Scorecard: Concentrar uma organização no que é essencial! Porto: Vida Económica.

Goetsch, D. L. e Davis, S. B. (1997). Introdution to Total Quality: Quality Management for Production, Processing and Services. New Jersey: Prentice Hall.

Juran, J. M. (1992). A Qualidade desde o Projecto. São Paulo: Livraria Pioneira Editora

Oakland, J. S. (2002). Total Organizational Excellence: Achieving World-Class Performance. Oxford: Butterworth Heinemann.

Pinto, A. R. (2007). Qualidade – Sistemas de Gestão da Qualidade. Lisboa: Edições Sílabo.

Pinto, S. S. (2003). Gestão de Serviços: A Avaliação da Qualidade. São Paulo: Editorial Sílabo.