Quality Management

N/A

The syllabus will be developed using: a) lectures, b) theoretical-practical sessions and case analysis of research studies, c) pratical work in class and extra-class.

Continuous or Periodic Evaluation: a) Test or individual written test – 40.0%, b) Face-to-face participation in class work and completion of proposed individual tasks – 20.0%, c) Project/group work – 40.0%

Exam Evaluation: Individual written test – 100.0%

At the end of semester, students need to Know:

1) Learn to design, implement, execute and evaluate a policy of Quality Management using the main theories, models and standards available.

2) Know and value the importance of implementing a quality management system.

3) Know how to use the major tools of Quality Management

1) Definition of quality

2) History of the quality movement and characterization of the contribution of some of its principal authors

3) Models of service quality evaluation (TQM, ServQual, Gap model, EFQM, Kaizen…)

4) Benchmarking and quality awards

5) The quality culture in organizations, functions of the manager and the quality of the teams

6) Tools, techniques, methodologies and implementation strategies of perceived services quality

• - Exam - 100.0%

• - Individual and/or Group Work - 40.0%
• - Attendance and Participation - 20.0%
• - Frequency - 40.0%

NAO

António, N., Teixeira, A., Rosa, A. (2019). Gestão da qualidade. De Deming ao modelo de excelência da EFQM. Sílabo.

Antunes, M. (2019). Qualidade para principiantes. Sílabo.

Branco, R. (2012). O movimento da qualidade em Portugal. VidaEconómica

Juran, J. (1986). The quality trilogy. Quality Progress, 19(8), 19-24.

Juran, J. (1995). Managerial breakthrough. McGraw Hill.

Lopes, A., Capricho, L. (2018). Manual de gestão da qualidade. RH Ed

Neves, J. & Vinagre, M. H (2018). Qualidade de serviço: Diagnosticar para intervir – O Gap Model. Silabo.

Neves, J., Pinto, J. (2014). Pensamento Lean. A filosofia das organizações vencedoras. Lidel.

Pires, A. (2016). Sistemas de gestão qualidade ambiente, segurança responsabilidade social. Sílabo.

Rosa, M. J. et al (2014). Qualidade em ação. Silabo.

Vinagre, M (2018). Qualidade de serviço. Silabo.

Zeithaml, V.et al (1990). Delivering quality service. The Free Press.