Objectives and competences
1. Understandingnderstand that quality is a measurable attribute of a process, product or service;
2. Understanding the quality management system and several standards defining requirements for quality management system (ISO 9001, 14000, etc);
3. Understanding TQM principles, concepts and models;
4. Awareness of key quality management methods like customer focus, 20 keys, benchmarking, quality costs, etc;
5. Awareness of the most important quality management tools: SPC, matrix diagrams, control cards, etc.
Content (Syllabus outline)
Quality: definition and historical evolution.
Quality model and quality metrics.
Quality management systems, standards and auditing.
Quality planning.
Total Quality Management (TQM) - principles and key methods.
TQM models and EFQM model.
Quality costs, customer focus and benchmarking.
20 key method
BSC – Balanced Score Card method
QFD - Quality Function Deployment
FMEA - Failure Mode and Effect Analysis
TQM tools
Process capability
Graphical methods
Statistical quality control
Quality deployment
Learning and teaching methods
Case studies
Team Work
Presentation of student's seminar work
Discussion
Readings
Dale B.G. Managing Quality. Fourth Edition. Blackwell Publishing, 2003.
Beauregard M.R.A practical Guide to Statistical Quality Improvement. Van Nostrand Reinhold, 1992.
John S. Oakland Statistical Process Control. BH, 1996.
Kolarik J.W. Creating Quality. Mc Graw Hill, 1995
