Management of technologies, innovation and sustainability

Part One: General aspects of total quality Quality evolution: the different approaches to quality from control to management. The costs of quality. Zero defects philosophy. Part Two: The strategies of total quality Customer satisfaction. Techniques for measuring customer satisfaction. The role of top management. Kano Model Servqual Model. The relationship with suppliers. Leadership Internal promotion of quality. Human resources. Process management. Continuous improvement. Quality total tools The PDCA method. The seven statistical tools. The seven management tools. Benchmarking. Lean Model. QFD. Part Tree: The quality management models. the quality management system TQM. The quality certification. ISO Models The awards for the quality. EFQM Model. Six Sigma Model FMEA Balanced Scorecard

Recommended knowledge in statistics and economics

"Management della qualità", Lucio Cappelli - Francesca Maria Renzi, CEDAM,2010. «La gestione della qualità – Strumenti, metodi e standard", Marco Sartor – Guido Orzes , Mc Graw Hill, 2020.

Attendance recommended but not required

The exam takes place in written form and possibly in oral form. If the grade of the written test is less than 25/30, the learner can refuse the grade or record the grade. If the grade of the written test is between 25/30 and 27/30, the learner can refuse the grade or record the evaluation of 25/30 or access the oral evaluation. If the evaluation of the written test is between 28/30 and 31/30, the learner can refuse the grade or record the evaluation of 26/30 or access the oral evaluation. Content and evaluation method of the writings: 31 multiple choice questions. Time avalaible 45 minutes. 1 point is awarded for each correct question. Evaluation method of the oral exam: Contents of the interview on the topics of the course program.

Frontal lessons with team work, application of TQM tools and business cases.