Docente

prof. Marco SARTOR

Credits

6 CFU

Language

Italian

Objectives

This course covers tools, methodologies, approaches to quality management. Balanced scorecard, benchmarking, failure mode and effect analysis, technical analysis and management of customer satisfaction, stakeholder management techniques are described theoretically. Their applications are showed in a variety of business contexts. Ample space is also given over to the topic of certifications: ISO 9000, ISO 14001, EMAS, SA8000, OHSAS 18001.

Acquired skills

- To know basic principles, methods and techniques of quality management.
- To recognize and manage the stakeholders.
- To know quality management system standards.
- To know practical experiences of quality management (thanks to the analysis of leading case studies).

Lectures and exercises (Topics and specific content)

The quality management evolution: the quality evolution from the homemade to the mass production; Total Quality Management (4 hours).
Stakeholder management: the company and its stakeholder; principles of stakeholder management; the Fincantieri case study (4 hours).
Quality awards: Deming Application Prize; Malcom Baldrige National Quality Award; EFQM; the self assessment; the AICQ case study (4 hours).
Balanced scorecard: balanced Scorecard principles; communication and links of the balanced scorecard; key performance indicators (4 hours).
Benchmarking: benchmarking: origin and evolution; the benchmarking process (2 hours).
Customer satisfaction analyses: the customer satisfaction; the customer satisfaction analyses; the SERVQUAL approach; the customer experience; the GENERTEL case study (4 hours).
Lean Management: origin and application of lean management; the lean company (2 hours).
FMEA: Failure Mode and Effect Analysis: the FMEA development; the Risk Priority Number (RPN); opportunities and problems in applying a FMEA (4 hours).
Six Sigma: origin and evolution; the DMAIC methodology; the LUXOTTICA case study (4 hours).
Standards for the quality management: ISO 9000; ISO 14000; EMAS; SA 8000; OHSAS 18001; ISOTS16949; ISO27001 (10 hours).
Case studies: Interna, Vistra and other cases (8 hours).
Exercises (10 hours).

References

- Sartor M., Mazzaro V. "La Guida del Sole24ORE alla Qualita'", IlSole24ORE, Milano, 2010

Type of exam

Written and oral

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