ISCTE-IUL > Education > MC , ME , MG , MGRHCO

Quality Management (2nd Cycle) (2 º Sem 2018/2019)

Code:	M0653
Acronym:	M0653
Level:	2nd Cycle
Basic:	No
Teaching Language(s):	English, Portuguese
Friendly languages:

Be English-friendly or any other language-friendly means that UC is taught in a language but can either of the following conditions:
1. There are support materials in English / other language;
2. There are exercises, tests and exams in English / other language;
3. There is a possibility to present written or oral work in English / other language.

Semester	ECTS Credits	Theoretical Lesson (T)	Theoretical and Pratical Lesson (TP)	Practical and laboratorial lesson (PL)	Seminary (S)	Field Work (TC)	Training Period (E)	Tutorial Orientation (OT)	Contact Hours	Autonomous Work	Others (O)	Total Load Hours [?]Contact Hours + Autonomous Work
1	6.0	0.0 h/sem	30.0 h/sem	0.0 h/sem	0.0 h/sem	0.0 h/sem	0.0 h/sem	1.0 h/sem	31.0 h/sem	119.0 h/sem	0.0 h/sem	150.0 h/sem


Since year	2016/2017
Pre-requisites	NA
Objectives	To introduce the participants to the fundamental notions of the quality thinking and therefore, the main objective is to discuss and interpret the theoretical foundations of those authors who have developed the management theory of quality.
Program	PC1. Concepts of Quality and Total Quality Management PC2. Main authors of Quality Movement PC3. Quality Tools PC4. Service Quality PC5. Systems of Quality Management
Evaluation Method	The continuous evaluation includes: a) An individual test (70%). (LG 1, 2, 3). b) A group assignment (30%). (LG 1, 2, 3). The continuous evaluation requires that students attend at least 80% of classes. In this mode of evaluation, the students shall achieve a minimum grade of 8.5 valores in the individual test and 10 valores in the team assignment. Otherwise, they shall go for the final exam.
Teaching Method	The classes are conducted in the basis of theoretical-practical. The following learning methodologies (LM) will be used: LM1. Expositional, to the presentation of the theoretical reference frames; LM2. Participative, with analysis of scientific papers; LM3. Active, with the realization of group assignment; LM4. Self-study, related with autonomous work (AW) by the student, as is described in the Class Planning.
Observations
Basic Bibliographic	António, N, A. Teixeira e A. Rosa (2016). Gestão da Qualidade: de Deming ao modelo de excelência da EFQM, Ed. Sílabo Pires, A. (2012) Sistemas de Gestão da Qualidade, Ed. Sílabo Foster, S. (2013) Managing Quality: Integrating the Supply Chain 5th Edition, Pearson
Complementar Bibliographic	Deming, E. (1986) Out of crisis, Cambridge University Press Zeithamal, V., A. Parasuraman & L. Berry (1990) Delivering Quality Service, Free Press Imai, M. (2012) Gemba Kaizen, McGraw-Hill