Module A - 6 ECTS
1. Quality: concepts and methods
2. Quality Management Models:
• Evolution of the concept of Quality
• Main models for Quality Management:
from product control to process control;
from Quality as a characteristic to Quality as a value
• Principles and methods of TQM
• Assessment and self-assessment systems of Quality awards
• The Gurus of Quality
3. The ISO 9001 standard
4. Auditing of Management Systems
5. Methods, techniques and tools for Quality improvement:
• Problem Finding and Problem Solving
• The 7 tools of Ishikawa
• Quality improvement tools of first, second and third necessity
6. Human capital: the real Quality
7. Sustainability drivers and tools:
• Social Life Cycle Assessment (S-LCA): theoretical model
Module B - 3 ECTS
8. S-LCA and Social Organisational LCA (SO-LCA): an in-depth analysis
9. Quality Function Deployment (QFD)
10. Quality in services (Servqual, etc.)
11. The Kano and A-Kano models
12. Lean 6 sigma
