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Quality Management 2017/2018

  • 5 ECTS
  • Taught in Portuguese
  • Continuous Assessment


The student should be able to:

Have knowledge and skills in TQM that will enable them to easily integrate organizations that adopt or are willing to adopt Total Quality Management, namely:
* Describe the procedures for Total Quality Management;
* Build,implement and improve the Quality Management Systems;
* Evaluate and explain the other management systems(Environment,Safety and Health at Work).

Classes also develop skills for work and individual research, analysis of case studies and articles as well as in-class presentations and discussion.

Recommended Prerequisites


Teaching Metodology

Exposition method for theoretical presentation of the topics of the syllabus.
Application of demonstrative and active methods with real situation analysis and in-class discussion.
Guided problem solving.
Discussion of course-works presented by students in class, indicating their strengths and also the areas for improvement in future course-works.

Body of Work

1.Basic concepts.
2.Quality costs.
3. Quality management gurus.
4.Quality Methodologies.
5.Environment Management Systems.
6.Health and Security at Work.
7.Total Quality Management.
8.Models of Excellence and Quality Awards.
9.Service Quality Management.

Recommended Bibliography

Branco,Rui Fazenda (2012),O Movimento da Qualidade em Portugal O contributo da gestão da qualidade para a gestão global das organizações, Edição/reimpressão, Edições Vida Económica.
David L.Goetsche Stanley Davis(2012), Quality Management for Organizational Excellence: Introduction to Total Quality, 7th Edition, Prentice Hall
Romana, Fernando (2013), O Gestor Lean, edições IPAM (Associação Portuguesa para a Qualidade) (American Society for Quality) (Estrutura Comum de Avaliação – Common Assessment Framework) (European Foundation for Quality Management) (Instituto Português da Qualidade) (International Organization for Standardization)

Complementary Bibliography

Feigenbaum, A. (1991), “Total Quality Control”, 3rd. Ed., McGraw-Hill.
Juran, Joseph e Gryna, F. (1993), “Quality Planning and Analysis”, 3rd. Ed. McGraw-Hill.
Pinto, A. e Soares, I. (2009), “Sistemas de Gestão da Qualidade – Guia para a sua implementação”, Ed. Sílabo.
Saraiva, M. e Teixeira, A. (2009), “A Qualidade numa perspectiva multi e interdisciplinar”, Ed. Sílabo.

Weekly Planning

1.Presentation. Hints for course-work elaboration. Basic concepts.
2.Basic concepts.
3.Quality gurus.
4. Quality costs.
5.Quality Movement in Portugal.
6. Portuguese Quality System.
7. Norms ISO 9000.
8. Quality Methodologies.
9.Environment Management Systems.
10.Health and Security at Work.
11.Total Quality Management.Models of Excellence and Quality Awards.
12.Complaint Management.Course-work presentation.
13.Service Quality Management. Course-work presentation.
14. Course-work presentation.
15. Course-work presentation.

Demonstration of the syllabus coherence with the curricular unit's objectives

The syllabus of the course is suited to the objectives and are developed in accordance with developments in learning, from the Portuguese quality system, through environmental management and other management systems,being thus adapted to the various parties in which the proposed program is divided.

The syllabus allow the student to develop an integrated knowledge of this particular area of organizational management.

Demonstration of the teaching methodologies coherence with the curricular unit's objectives

The exposition method of the topics considered in the syllabus, with student active in-class participation, as well as the application of active and demonstrative methodologies allow the students to familiarize with the concepts and to be able to apply to real situations.
The methods of assessment adopted value individual learning and enforce critical thinking and arguing capabilities.

relevant generic skillimproved?assessed?
Achieving practical application of theoretical knowledgeYesYes
Adapting to new situations  
Analytical and synthetic skillsYesYes
Balanced decision makingYes 
Commitment to effectivenessYesYes
Commitment to qualityYesYes
Ethical and responsible behaviourYesYes
Event organization, planning and managementYesYes
Information and learning managementYesYes
Initiative and entrepreneurship capabilityYesYes
Problem Analysis and AssessmentYesYes
Relating to othersYes 
Research skillsYesYes
Written and verbal communications skillsYesYes
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