Quality Management

Recommended Prerequisites

Organizational Theory.   

Teaching Methods

-Individual written assessment

 Application of case studies to solve in the classroom (working groups)
- Analysis and interpretation of a scientific paper (with empirical results) about quality management (an article for each student).    

Learning Outcomes

It is intended to convey to students the concepts of quality management and total quality, the main approaches and models of quality management, as well as knowledge of measuring instruments and quality assurance in public and private organizations.
It is intended that students master the concepts of quality management and other related concepts, models and know the quality systems and know how to apply the metrics and forms of assessment in practical life of modern organizations, emphasizing the ability of student to critical and analyze the organizations.

Work Placement(s)

No

Syllabus

I. Quality Management: Context, Concept and applicability

- characteristics and importance of quality

 - Historical perspective of quality management: an evolving century

- Top quality approaches

- The quality of the Total Quality Management: Concepts associated

 

II Quality Management Service

- Service concept and characteristics

- Models of Quality of Service

- Measuring service quality

- Excellence as a competitive advantage: the EFQM Model

 

III Planning and Implementation of Quality Management

- Planning the system

- Implementing of a total quality program

- Japanese approach to productivity: the JIT

 

IV Measurement, Evaluation and Quality Improvement

- Costs of prevention, inspection and failures

- Control, inspection and metrology

- Technical and quality control tools

- International Organization for Standardization: ISO 9001: 2008

 

V Quality Management and organizational competitiveness

- Other approaches versus Quality Management.     

Head Lecturer(s)

Maria do Céu Colaço Santos

Assessment Methods

Assessment
Research work: 30.0%
Resolution Problems: 30.0%
Frequency: 40.0%

Bibliography

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

Branco, R.F. (2008). O Movimento da Qualidade em Portugal. Vida Económica: Porto.

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

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

Castro, J.A.T., Cunha, A.C., e Leal, M.J. (2008). Organizações em tempo real – O papel dos sistemas de informação. Lisboa: Edições Sílabo.

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

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.