Quality Management

Scholar Year: 2023/2024 - 1S

Courses

Head Teacher Responsability Henrique Manuel Pimentel Reis Head

Weekly workload Hours/week T TP P PL L TC E OT OT/PL TPL O S Type of classes 1 2 Lectures Type Teacher Classes Hours Theoretical Totals 1 1,00 Henrique Reis   1,00 Practices Totals 2 4,00 Henrique Reis   4,00

Teaching language

Portuguese

Intended learning outcomes (Knowledges, skills and competencies to be developed by the students)

Understand the intra-company relations in terms of quality management, relating to strategic options.
• Understand the inter-relationship between management of quality and quality management.
• Create the ability to perceive the use of basic tools and techniques.
• Understand the implementation of the quality management system.
• Understand the quality management in all aspects of economic activities.
• Know the Portuguese quality system.

Syllabus

1. General Aspects
1.1. Basic concepts
1.1.1. Organizations, Management and Managers
1.1.2. Resources, effectiveness and efficiency
1.1.3. Process management and management as a system
1.1.4. Strategy, Innovation, Quality.
1.2. Thematic framework
1.2.1. Quality management and management of quality.
1.2.2. Historical evolution
1.2.3. Principles of quality management
1.2.4. Implementing a Quality Management System (QMS)
1.2.5. Total Quality
2 Standards, Models and Tools
2.1. ISO 9000: 2005
2.2. ISO 9001: 2008
2.3. ISO 9004: 2009
2.4. EFQM model
2.5. Tools of Quality Control
3 Quality and Services
3.1. Relevant features of the Services
3.2. Quality Management in Services Environment
3.3. Industrial Environment and Services Environment.
3.4. The multiplier effect of quality
3.5. The SERVQUAL model
4 Quality and Public Sector
4.1. Public Goods and Public Services
4.2. Principles of GQ in the Public Sector
4.3. Quality and Benchmarking
4.4. Examples of Good Practice
5 The Portuguese Quality System
5.1. Features and components of the SPQ
5.2. Certification Systems

Teaching methodologies

•Expository and participatory methods in the presentation of theoretical concepts.
• Method of solving exercises, case discussions and analysis of concrete examples in the most practical component.

Assessment methodologies and evidences

Continuous evaluation
The assessment of knowledge is constituted by the performance of a Theoretical Test, an Individual Portfolio and a Group Work.

Final Score = 0.40TT + 0.30PI + 0.30TG

The TT note is the theoretical test grade and must be at least 10 values. The PI note is the Individual Portfolio note, which will consist of the average of the results of 3 practical exercises, done in the practical classes, case analysis or articles or other texts considered relevant by the respective teacher, and must be, at least, equal to 10 values. The TG note is the grade of the Group Work and must be at least equal to 10 values. The TG grade can only be higher than 13 if the work is discussed with the teacher. The TG must be delivered in paper form and sent by e-mail. Only those works that merit a mark higher than 13 values ​​will be discussed. The discussions imply the presence of all elements of the group. Groups must have 4 elements. The Group Work can include the analysis of a concrete situation of a QMS in an Organization, the performance of a diagnosis and proposal for the implementation of a QMS in an Organization, the critical appraisal of a situation explored in a mystery client system, or another Considered relevant. The Group Works can not have more than 30 pages, including the theoretical framework and the references to applied techniques or tools.

Final evaluation
The Final Assessment consists of an examination of the whole subject and of a Group Work with the same rules as continuous assessment. In the final evaluation the student can ask the teacher to perform TG individually. The Group Work will have to be delivered and discussed, if it fulfills the premises for such, before the date of the examination. Students should contact the respective teacher for TG delivery marking and possible discussion.

Final Score = 0.50TT + 0.50TG


Time of Resource |
The evaluation system is the same as in the Final Evaluation.


Special Season
The evaluation system is the same as in the Final Assessment.

Bibliography

Essential:
• Pires, A. Ramos (2007), “Qualidade – Sistemas de Gestão da Qualidade”, 6ª ed., Lisboa, Edições Sílabo.
• Paladini, Edson Pacheco (2000), “Gestão da Qualidade”, 1ª ed., São Paulo, Editora Atlas, S.A..
• Lopes, Albino e Capricho, Lina (2007), “Manual de Gestão da Qualidade”, 1ª ed., Lisboa, Editora RH, Lda..

Additional:
• Reis, Henrique e Rodrigues, Jorge (2011), “Controlo de Gestão: Ao Encontro da Eficiência”, Lisboa: Escolar Editora, (pág. 41-58).
• Lopes dos Reis, Rui e Reis, Henrique Pimentel (2005), “Benchmarking e Reforma da Administração Pública: Ao Encontro das Boas Práticas”, Lisboa: Universidade Lusíada Editora, (pág. 19-30, pág. 39-44, pág. 67-112).
• Lopes dos Reis, Rui e Reis, Henrique Pimentel (2008), “Gestão Estratégica Aplicada a Instituições do Ensino Superior”, Lisboa: Escolar Editora, (pág.38-45, pág. 70-78, pág. 87-94, pág. 147-165).
• Pinto, Abel e Soares, Iolanda (2011), “Sistemas de Gestão da Qualidade: Guia para a sua Implementação”, 1ªed., Lisboa, Edições Sílabo.
• Antunes, Maria de Lurdes (2010) “ Qualidade para Principiantes”, 2ª ed., Lisboa, Edições Sílabo.