THEORY AND TECHNIQUES OF QUALITY (PASS/FAIL COURSE)
TEORIA E TECNICHE DELLA QUALITÀ (IDONEITÀ)
| A.Y. | Credits |
|---|---|
| 2020/2021 | 6 |
| Lecturer | 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
| Date | Time | Classroom / Location |
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| Date | Time | Classroom / Location |
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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.
Program
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
Teaching, Attendance, Course Books and Assessment
- Teaching
The course involves the use of different teaching methods:
- frontal lessons;
- testimonies from entrepreneurs;
- classroom discussions.
- Attendance
Compulsory attendance is not expected.
- 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 30 minutes. In order to be eligible, the sufficiency threshold is to answer in a correct way to 18 questions out of 30.
- Disabilità e DSA
Le studentesse e gli studenti che hanno registrato la certificazione di disabilità o la certificazione di DSA presso l'Ufficio Inclusione e diritto allo studio, possono chiedere di utilizzare le mappe concettuali (per parole chiave) durante la prova di esame.
A tal fine, è necessario inviare le mappe, due settimane prima dell’appello di esame, alla o al docente del corso, che ne verificherà la coerenza con le indicazioni delle linee guida di ateneo e potrà chiederne la modifica.
Additional Information for Non-Attending Students
- 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. The time available to answer questions is 30 minutes. In order to be eligible, the sufficiency threshold is to answer in a correct way to 18 questions out of 30.
- Disabilità e DSA
Le studentesse e gli studenti che hanno registrato la certificazione di disabilità o la certificazione di DSA presso l'Ufficio Inclusione e diritto allo studio, possono chiedere di utilizzare le mappe concettuali (per parole chiave) durante la prova di esame.
A tal fine, è necessario inviare le mappe, due settimane prima dell’appello di esame, alla o al docente del corso, che ne verificherà la coerenza con le indicazioni delle linee guida di ateneo e potrà chiederne la modifica.
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