1. PART 1: Quality Management
1.1. Historical approaches to Quality Management
1.2. Quality fundamentals
1.3. Measuring service quality
1.4. Basic tools for improving quality
1.5. Quality costing
1.6. Total Quality Managmenet: The European Foundation for Quality Management model
1.7. Research in Quality Management
2. PART 2: Quality management standards
2.1. Quality Assurance
2.2. ISO and Quality Management Standards
2.3. The ISO 9001:2015 and ISO 9004:2009 standards
2.4. Supporting Quality Management Standards: ISO 10002:2014, ISO 10020:2010, …
2.5. Integration of Management Systems (ISO 9001:2015, ISO 14001:2015, OSHAS 18001, …)
3. PART 3: Service Management
3.1. Services: Concept and quality
3.2. Standarizing service management
3.3. ISO 20000:2011 : Analysis and practical implementation
The final mark will be assigned as follows:
Final Mark = 0,10 x Course reading 1 + 0,10 x Course reading 2 + 0,30 x Presentation + 0,50 x Final exam
Criteris específics de la nota «No Presentat»:
The students that don't present the final exam will not be evaluated.