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ISCTE-IUL  >  Education  >  PGCGP

Management Control and Total Quality (2 º Sem 2019/2020)

Program

Management Control and Total Quality

Post Graduation Program in Management Control and Performance

Program

CP1. Historical overview of TQM 1.1. Historical background of TQM 1.2. The influence of the scientific and human relations schools CP2. Main features of TQM 2.1. Basic concepts of quality 2.2. Evolving into TQM: from the orientation towards functions to the orientation towards processes 2.3. The specific language of quality 2.4. Benchmarking CP3. Main quality approaches 3.1. Deming's philosophy 3.2. Juran's trilogy 3.3. Crosby approach CP4. Service Quality CP5. Management control and quality 5.1. Conformance and design costs 5.2. The quality costs: prevention costs, appraisal costs, internal failure costs and external failure costs 5.3. Methods for identifying quality faults 5.4. Relevant costs and benefits of improving quality 5.5. Non-financial measures of quality and of customer satisfaction