ISLA IPGT 5244

Quality Management

• ApresentaçãoPresentation

  Quality Management focuses on the management activities regarding quality in organisations. It aims to build and maintain a system of planning, organisation, direction and control of the activities inherent to the quality of each organisation. The overall objective of this curricular unit is to enable the student to recognize the importance of Quality and its involvement in a modern business management, based on a culture of customer satisfaction, employees, shareholders and other stakeholders in Tourism, Hotel and Restaurant businesses.
• ProgramaProgramme

  1.     Introduction 1.1   Scope and objectives of the Curricular Unit - Quality Management 2.     Fundamental Concepts 2.1   Concept of Quality 2.2   The evolution of the concept of Quality 2.3   Portuguese Quality System 3.     Quality Gurus 3.1   Walter Andrew Shewhart 3.2   William Eduards Deming 3.3   Joseph Moses Juran 3.4   Armand Valin Feigenbaum 3.5   Philip Bayard Crosby 3.6   Kaoru Ishikawa 3.7   Genichi Taguchi 4.     The standards of the ISO 9000 family 4.1   The evolution of standards 4.2   NP EN ISO 9001:2015 standard 4.3   Principles of quality management 4.4   Process approach 4.5   Risk-based thinking 4.6   Continuous improvement 5.     Quality tools 5.1   Basic quality tools 5.2   Other quality tools 5.3   Quality costs
• ObjectivosObjectives

  Skills to be developed: Students should acquire theoretical and practical skills that enable them to meet the objectives set out in the previous point, namely: Interpret the evolution of concepts related to QUALITY; Know the Portuguese Quality System; Know the world pioneers of the Quality movement, called gurus, their approaches and main contributions; Know the Principles of Quality Management; Know and apply the normative requirements of NP EN ISO 9001:2015; Know and apply Quality tools.
• BibliografiaBibliography

  ANTÓNIO, Nelson; TEIXEIRA, António; ROSA, Álvaro - Gestão da Qualidade - De Deming ao modelo da excelência da EFQM. 3.ª edição. Lisboa: Edições Sílabo, 2019. NORMAS da família ISO 9000 (9000, 9001 e 9004). PINTO, Abel; SOARES, Iolanda - Sistemas de Gestão da Qualidade, Guia para a sua implementação. 2.ª edição. Lisboa: Edições Sílabo, 2018.  
• MetodologiaMethodology

  Use the principle of the inverted classroom.  Providing topics for students to work on.
• LínguaLanguage

  Português
• TipoType

  Semestral
• ECTS

  5
• NaturezaNature

  Mandatory
• EstágioInternship

  Não