| Lectures and exercises |
hours |
| Topics |
Specific contents |
|
| INTRODUCTION |
Total Quality Management (TQM): principles and application; the Kano model; the stakeholders. |
4
|
| THE CONTINUOUS IMPROVEMENT PROCESS |
Self assessment, balanced scorecard, the quality awards. The ISO 9000 series of standards: contents of ISO 9001, summary of ISO 9001:2008, the certification, auditing, industry-specific interpretations, the debate on the effectiveness of ISO 9000 |
10
|
| METHODOLOGIES FOR THE QUALITY MAGEMENT |
The Design of Experiments (DOE), the Benchmarking, the Failure Mode and Effect Analysis (FMEA), Six Sigma, the Just in Time (JIT). |
10
|
| STANDARS FOR THE QUALITY MANAGEMENT |
ISO 14000 environmental management standards, the global social accountability standard SA8000, the OHSAS 18001. |
10
|
| CASE STUDIES |
Case studies: AICQ, ATON, CALLIGARIS, TELECOM ITALIA, FINCANTIERI, LUXOTTICA, INTERNA, KPMG. |
16
|
| Total hours for lectures and exercises |
50 |
| for exercises only |
4 |
|
Further educational activities
|
hours
|
| Labs |
0 |
| Tutorials / Seminars |
0 |
| Workshops |
0 |
| Guided tours |
0 |
| |
0 |
| Total hours for further educational activities |
0 |
| Total hours |
50
|