Estudia

• To analyse, to evaluate and to synthesize the strong and weak points related to any professional act, also about the own professional activities, in order to start an improving process
• To collect and to select relevant information which permit to develop an original research
• To analyze, to evaluate and to synthesize critically and creatively new and complex ideas in scientific texts
• To manage processes
• To use tools and systems to make decisions about innovation and technology management
• To communicate in English language in different contexts and formats, about the own speciality
• To promote reflections to improve the ecological, the economical and the human sustainability

• To manage a quality management system within an organization
• To manage an environmental management system within an organization.
• To integrate it with other implemented management systems

1. PART 1: Quality Management

          1.1. Historical approaches to Quality Management

          1.2. Quality fundamentals

          1.3. Measuring service quality

          1.4. Basic tools for improving quality

          1.5. Quality costing

          1.6. Research in Quality Management

2. PART 2: Quality management standards

          2.1. Quality Assurance

          2.2. ISO and Quality Management Standards

          2.3. The ISO 9001:2000 and ISO 9004:2000 standards

          2.4. Implementation of Quality Management standards

          2.5. Supporting Quality Management Standards: ISO 10002:2004, ISO TS 10020, …

          2.6. Integration of Management Systems (ISO 9001:2000, ISO 14001:2004, OSHAS 18001: 1999, …)

3. PART 3: Total Quality Management

          3.1. Total Quality Management principles

          3.2. The European Foundation for Quality Management model

          3.3. Tools and techniques for Total Quality Management

          3.4. The future of Quality Management

4. PART 4: The context of Corporate Environmental Management

          4.1. The corporate response to sustainable development: historical overview

          4.2. Corporate strategy, competitiveness and the environment

5. PART 5: The tools of Corporate Environmental Management

          5.1. Directive 96/61/EC concerning integrated pollution prevention and control (IPPC Directive)

          5.2. Environmental Management Systems

          5.3. The ISO 14001:2004 standard

          5.4. The Eco-Management and Audit Scheme (EMAS)

• Dale, Barrie G. (cop. 2003). Managing quality (4th ed.). Malden: Blackwell.
• Casadesús Fa, Martí, Heras Saizarbitoria, Iñaki, Merino Díaz de Cerio, Javier (cop. 2005). Calidad práctica : una guía para no perderse en el mundo de la calidad. Madrid [etc.]: Prentice-Hall Financial Times.
• Sroufe, Robert Sarkis, Joseph (cop. 2007 ). Strategic sustainability : the state of the art in corporate environmental management systems . Sheffield: Greenleaf. Catàleg

Activitats d'avaluació:

The final mark will be assigned as follows:
Final Mark = 0,15 x Debates + 0,15 x Presentations + 0,25 x Course readings + 0,45 x Final exam

The used handbook and the articles will be provided during the course.


Course readings Part 1:

Bunney, H.S.; Dale, B.G.(1997), "The implementation of quality management tools and techniques: a study", The TQM Magazine, Vol. 9, Nº 3, pp. 183-189

Dale, B.G.; Williams, R.T.; Barber, K.D.; van del Wiele, T.; (1997), "Managing quality in manufacturing versus services: a comparative analysis", Managing service quality, Vol. 7, Nº 5, pp. 242-247

Karapetrovic, S.; Willborn, W. (1998), “System View for the Clarification of Quality Vocabulary, International Journal of Quality & Reliability Management, Vol. 15, Nº 1, pp. 99-120



Course readings Part 2:

Gavin P.M. Dick (2000), “ISO 9000 certification benefits, reality or myth?”, The TQM Magazine, Vol. 12, Nº6, pp. 365-371

Karapetrovic, S. (1999), “ISO 9000: the system emerging from the vicious circle of compliance”, The TQM Magazine, Vol. 11, Nº 2, pp. 111-120


Choose one of these management standards for presentation in Part 2:

SPAIN: UNE 66176: Quality management systems — Guide for measuring, monitoring and analyzing customer satisfaction

FRANCE: AFNOR NFX50-722 Measurement and monitoring for improving service quality — Recommendations

INDIA: MSD3 (164) Guidelines for measurement of customer satisfaction

ITALY: UNI 11098 Guidelines for the assessment of customer satisfaction

GERMANY: VDA 10. Quality management in the automotive industry. Customer satisfaction in the supply network

CANADA: ICCS. Customer survey manual

AUSTRALIA / NEW ZEALAND: AS/NZS Customer satisfaction measurement. AS-CS Handbook



Course readings Part 3:

Dale, B.G.; Williams, R.T.; van der Wiele, T. (2000), "Marginalisation of quality: is there a case to answer?", The TQM Magazine, Vol. 12, Nº 5, pp. 266-274

Dale, B.G.; van del Wiele, T.; Williams, R.T. (2001), "Quality- Why do organisations still continue to get it wrong?", The TQM Magazine, Vol. 11, Nº 4, pp. 241-248