The course aims to prepare the student on theoretical, methodological and managerial aspects related to different  business models, analyzing the causes of the changes in the production techniques and the effects that these changes result in the industrial system. The course provides the knowledge, methodologies and tools to manage organizations for quality. Particular attention will be dedicated to human resource management. In fact the knowledge of human resources is fundamental in every decision act.

Definitions and terminology of Quality. History and evolution of the concept of Quality. From product control to process control. From the control to the management of the Quality. The Quality factor in the company from cost to value.

The principles of Quality and the evolution towards Total Quality Management (TQM).

Customer care: the theoretical approach. The 5 gap model and the Kano model; the client's listening tools.

Process management: the process; functions and processes; classification and mapping of processes; the Quality of the process; the methodology for implementing process management.

The improvement: the PDCA logic; strategic planning; operational microplanification; the tools of improvement; the methods of improvement.

Leadership and human resources. The role of the leader. The role of human resources.

Mutual relations with suppliers. Vertical / horizontal integration.

The teaching material prepared by the lecturer in addition to recommended textbooks (such as for instance slides, lecture notes, exercises, bibliography) and communications from the lecturer specific to the course can be found inside the Moodle platform › blended.uniurb.it

The educational material provided by the teacher can be found, along with other support activities within the Moodle> blended.uniurb.it platform

Teaching

The course involves the use of different teaching methods:

- frontal lessons;

- testimonies from entrepreneurs;

- group works and preparation of papers on case studies;

- classroom discussions.

In particular, during the course, group works will be carried out with the aim to involve students in the analysis of business cases. Students will be divided into groups and each group will deepen the analysis of one of the cases presented in the classroom. Each group will have to produce a written report which will then be presented and discussed in the classroom along with the rest of the class.

Attendance

Compulsory attendance  is not expected. However attending student (at least 75% of hours attended) will benefit from a different evaluation method.

Course books

Lecture notes and other materials made available on Moodle> blended.uniurb.it platform.

Assessment

The evaluation is realized through written test consisting of 30 multiple choice questions on the main topics covered during the course. The time available to answer these questions is 45 minutes. In order to be eligible, the sufficiency threshold is to answer in a correct way to 21 questions out of 30.

Attending student, considering not only the written paper, but also the presentation in class and the discussion of the group works, can acquire up to 5 bonus points for the final evaluation.

Disability and Specific Learning Disorders (SLD)

Students who have registered their disability certification or SLD certification with the Inclusion and Right to Study Office can request to use conceptual maps (for keywords) during exams.

To this end, it is necessary to send the maps, two weeks before the exam date, to the course instructor, who will verify their compliance with the university guidelines and may request modifications.

Course books

Lecture notes and other materials made available on Moodle> blended.uniurb.it platform.

Assessment

The evaluation of non-attending students is made by a written test consisting of 30 multiple choice questions integrated with a semi-structured one. The time available to answer questions is 45 minutes. In order to be eligible, the sufficiency threshold is to answer in a correct way to 21 questions out of 30 and also to answer in a fully and substantially corrected way the semi-structured question.

Disability and Specific Learning Disorders (SLD)

Students who have registered their disability certification or SLD certification with the Inclusion and Right to Study Office can request to use conceptual maps (for keywords) during exams.

To this end, it is necessary to send the maps, two weeks before the exam date, to the course instructor, who will verify their compliance with the university guidelines and may request modifications.