Estudia

• Process management
• Analytical thinking
• Managing a quality management system within an organization
• Knowing how to integrate it with other implemented management systems
• Working in the main areas of research in the field

1. PART 1: Quality management: An overview

          1.1. Quality fundamentals

          1.2. Historical approaches to Quality Management

          1.3. Measuring service quality

          1.4. Basic tools for improving quality

          1.5. Quality costing

          1.6. 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 9001:2000 and ISO 9004:2000 standards

          2.4. Implementation of Quality Management standards

          2.5. Supporting Quality Management Standards: ISO 10002:2004, ISO TS 10020, …

          2.6. Integration of Management Systems (ISO 9001:2000, ISO 14001:2004, OSHAS 18001: 1999, …)

3. PART 3: Total Quality Management

          3.1. Total Quality Management principles

          3.2. The European Foundation for Quality Management model

          3.3. Tools and techniques for Total Quality Management

          3.4. The future of Quality Management

• Dale, Barrie G. (cop. 2003). Managing quality (4th ed.). Malden: Blackwell.
• Casadesús Fa, Martí, Heras Saizarbitoria, Iñaki, Merino Díaz de Cerio, Javier (cop. 2005). Calidad práctica : una guía para no perderse en el mundo de la calidad. Madrid [etc.]: Prentice-Hall Financial Times.

Activitats d'avaluació:

The final mark will be assigned as follows:
Final Mark = 0,15 x Debates + 0,15 x Presentations + 0,25 x Course readings + 0,45 x Final exam

The used handbook and the articles will be provided during the course.


Course readings 1. Choose one of these readings:

Gavin P.M. Dick , Gavin P.M. (2000), “ISO 9000 certification benefits, reality or myth?”, The TQM Magazine, Vol. 12, Nº6, pp. 365-371

Karapetrovic, S. (1999), “ISO 9000: the system emerging from the vicious circle of compliance”, The TQM Magazine, Vol. 11, Nº 2, pp. 111-120

Karapetrovic, S.; Willborn, W. (1998), “System View for the Clarification of Quality Vocabulary, International Journal of Quality & Reliability Management, Vol. 15, Nº 1, pp. 99-120


Course reading 2. Choose one of these standards:

SPAIN: UNE 66176: Quality management systems — Guide for measuring, monitoring and analyzing customer satisfaction

FRANCE: AFNOR NFX50-722 Measurement and monitoring for improving service quality — Recommendations

INDIA: MSD3 (164) Guidelines for measurement of customer satisfaction

ITALY: UNI 11098 Guidelines for the assessment of customer satisfaction

GERMANY: VDA 10. Quality management in the automotive industry. Customer satisfaction in the supply network

CANADA: ICCS. Customer survey manual

AUSTRALIA / NEW ZEALAND: AS/NZS Customer satisfaction measurement. AS-CS Handbook


Course reading 3. Choose one article related to the students interest on the quality management field.