Quality Management

Recommended Prerequisites

NA

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 classes, by presenting some of these cases/exercises.

For each topic some book chapters and professional-oriented papers are suggested.

Learning Outcomes

This unit aims to give students a broad understanding of Quality Management so that students will be able to correctly use the terminology of the field and to apply some basic tools and methodologies to solve quality problems and improve processes.

Students are expected;

•  To get a multidimensional perspective of Quality;

•  To understand the quality principles and the contributions of the main quality gurus;

•  To identify the main stages in the implementation of quality management systems and to be aware of its essential purposes and requirements;

•  To be capable of selecting and applying the tools that are more appropriate to address a particular problem/situation.

Work Placement(s)

No

Syllabus

Looking at Quality Management as a management philosophy based on a set of principles and methodologies, this course unit presents its main components and tools. Such acquaintance gives students an understanding of the theoretical foundations of Quality Management and helps them to know how to put Quality in practice, in solving problems and improving processes.

The following topics are addressed:

1) The Quality movement. Origins and evolution of the Quality concept.

2) Principles of Total Quality Management. Customer focus, people involvement and continuous improvement.

3) Barriers and motivations for quality implementation. Critical success factors.

4) Quality assurance and Quality Management Systems. ISO standards and the certification phenomenon.

5) Quality tools for problem solving. Integrating the seven basic tools into the PDCA cycle.

6) Integrated approaches to fight waste: 5S, Lean and Six Sigma

7) Fundamentals of Quality in Services. Specificities and determinants    

Head Lecturer(s)

Patrícia Helena Ferreira Lopes de Moura e Sá

Assessment Methods

Assessment
Presentation and discussion in class of case-studies/exercises in groups - 40%; Participation - 10%: 50.0%
Frequency: 50.0%

Bibliography

EVANS, James R. ; LINDSAY, William M. - Managing for quality and performance excellenc. 8th ed.. Mason : South-Western/Cengage Learning, 2011. [BP 658.5 EVA]

PIRES, António Ramos – Sistemas de gestão da qualidade : ambiente, segurança, responsabilidade social, indústria, serviços, administração pública e educação. Lisboa : Edições Sílabo, 2012.

ROSA, Maria João; SÁ, Patrícia Moura e & SARRICO, Cláudia (Org.) – Qualidade em Ação. Lisboa: Sílabo 2014