Teaching Methodologies
Expository and student-centered with the resolution and discussion of practical cases and group work.
Learning Results
Provide students with conceptual and structuring knowledge within the scope of quality management, in order to be able to understand and make quality management understood as an integral part of any management system and any organization, particularly in the public sector. Students will know how to decide and apply the best quality models and tools for public services.
They will know how to implement a quality management system, according to the principles according to the type of organization/service and context, as well as the constraints to be overcome.
They will also be able to implement the system with a view to certification, in accordance with the ISO 9000, ISO 9001 and ISO 9004 references and support the perspective of continuous improvement.
Program
1. Introduction:
1.1. Framing quality in the governance model of organizations
1.2. Quality theories, evolution, concepts, objective
1.3. Challenges, limitations, costs and quality cycle
1.4. Applied quality management – systems, products and services
1.5. Service Quality Management Systems
1.6. Process management
2. – Sources of information for quality
3. – The quality professional:
3.1. Ethical principles, roles, authority and responsibility
3.2. Technical and behavioral skills
4 – Quality models and tools for Public Services
5 – Quality management standards and systems
5.1. International and National Standards
5.2. Portuguese Quality System: Standardization, Metrology and Qualification
6 – Quality Management System: from design to certification
6.1. Principles, fundamentals and vocabulary
6.2. The implementation of the quality management system
6.3. The certification process
6.4. Quality audits and continuous improvement
Internship(s)
NAO
Bibliography
Pires, AR. (2023), Sistemas de Gestão da Qualidade – Ambiente, Segurança, Responsabilidade Social,
Indústria e Serviços; 3ª Ed., Silabo
Pires, AR.(2022)Qualidade – Melhoria e Inovação no Ciclo de Vida, Ed. Silabo
Silvério, Jorge et al, (2018), Sistemas De Gestão Da Qualidade Na Administração Pública, Ed. CEO
Store;
Pinto, A. E Soares, Iolanda, (2018), Sistemas de Gestão da Qualidade – Guia para a sua implementação,
2ª Ed. Silabo
PIRES, AR, (2019), Qualidade no Ensino Superior, Lisboa, Ed. Silabo;
PIRES, AR. (2018), Estatística para a Qualidade, Lisboa, Ed. Silabo
ANTÓNIO, N. e TEIXEIRA, A. (2009), Gestão da Qualidade- De Deming ao modelo de excelência
da EFQM, Lisboa, Ed. Silabo;
IPQ (2015). NP EN ISO 9000:2015 – Fundamentos e Vocabulário da Qualidade. IPQ: Lisboa.
IPQ (2015). NP EN ISO 9001: 2015 – Requisitos do Sistema de Gestão da Qualidade, IPQ: Lisboa.
IPQ (2019) NP EN ISO 9004: 2019 – Linhas de orientação para atingir o sucesso sustentado. IPQ:
Lisboa.