Università degli Studi di Urbino Carlo Bo / Portale Web di Ateneo


A.Y. Credits
2018/2019 6
Lecturer Email Office hours for students
Federica Murmura The office hours for students will be communicated at the beginning of lessons and published on the School of Economics website
Teaching in foreign languages
Course with optional materials in a foreign language English
This course is entirely taught in Italian. Study materials can be provided in the foreign language and the final exam can be taken in the foreign language.

Assigned to the Degree Course

Economics and Management (L-18)
Date Time Classroom / Location
Date Time Classroom / Location

Learning Objectives

The course aims to prepare students on theoretical and methodological aspects related to quality, analyzing the causes of the changes in the quality concept and control and the effects that these changes result in the organizations. 


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.

Teaching Material

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

Supporting Activities

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

Didactics, Attendance, Course Books and Assessment


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.


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.


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.

Additional Information for Non-Attending Students

Course books

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


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.

« back Last update: 19/07/2018


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