Guia docente

DATOS IDENTIFICATIVOS

2017_18

Asignatura

QUALITY MANAGEMENT

Código

01728219

Enseñanza

M.EUROPEO UNIVERSITARIO EN DIR. DE EMPRESAS

Descriptores

Cr.totales

Tipo

Curso

Semestre

Obligatoria

Segundo

Idioma

Ingles

Prerrequisitos

Departamento

DIREC.Y ECONOMIA DE LA EMPRESA

Responsable

MIGUEL DÁVILA , JOSÉ ÁNGEL

Correo-e

jamigd@unileon.es
gsang@unileon.es

Profesores/as

MIGUEL DÁVILA , JOSÉ ÁNGEL

SÁNCHEZ GONZÁLEZ , GLORIA

Web

http://

Descripción general

Tribunales de Revisión

Tribunal titular
Cargo	Departamento	Profesor
Presidente	DIREC.Y ECONOMIA DE LA EMPRESA	NIETO ANTOLIN , MARIANO
Secretario	DIREC.Y ECONOMIA DE LA EMPRESA	GONZALEZ ALVAREZ , NURIA
Vocal	DIREC.Y ECONOMIA DE LA EMPRESA	HERRERA , DANNY LILIANA

Tribunal suplente
Cargo	Departamento	Profesor
Presidente	DIREC.Y ECONOMIA DE LA EMPRESA	MARTINEZ CAMPILLO , ALMUDENA
Secretario	DIREC.Y ECONOMIA DE LA EMPRESA	CABEZA GARCIA , LAURA
Vocal	DIREC.Y ECONOMIA DE LA EMPRESA	GARCíA RAMOS , CONSTANTINO

Competencias

Tipo A	Código	Competencias Específicas
	A14748	1728CA45 Define quality and TQM
	A14749	1728CA46 Describe the ISO international quality standards
	A14750	1728CA47 Explain Six Sigma
	A14751	1728CA48 Explain how benchmarking is used
	A14752	1728CA49 Explain quality robust products and Taguchi concepts
	A14754	1728CA50 Use the seven tools of TQM
	A14755	1728CA51 Explain the meaning of TQM
	A14756	1728CA52 Identify the costs of Quality
	A14757	1728CA53 Describe the evolution of TQM
	A14758	1728CA54 Identify Quality leaders and their contributions
	A14759	1728CA55 Identify key features of the TQM philosophy
	A14760	1728CA56 Describe tools identifying and solving quality problems
	A14761	1728CA57 Describe quality awards and quality certifications
Tipo B	Código	Competencias Generales y Transversales
Tipo C	Código	Competencias Básicas

Resultados de aprendizaje

Resultados	Competencias
The students will be able to identify or define quality, Awards in quality, European Foundation Quality Management, ISO 9000:2000, etc.	A14748 A14749 A14759 A14761
The students will be able to explain why quality is important, Total Quality Management, continuous improvement, benchmarking, quality service, etc.	A14750 A14751 A14752 A14754 A14755 A14756 A14757 A14758 A14760
The students will be able to measure service quality and manage knowledge to maintain service quality	A14748 A14759

Contenidos

Bloque	Tema
Defining quality	Dimensions of Quality Our Definition of Quality Why Quality is important
Costs of quality	The 7 sources of wastes
History of QM
Quality Gurus	W. Edwards Deming Joseph M. Juran Philip B. Crosby
Awards & Standards	International Quality Standards Quality Awards ISO 9000: 2000 ISO 14000: 2000 MBNQA Deming Prize EFQM
Total Quality Management	Definition of TQM (BS4778:1991) Evolution of QM to TQM Implementing TQM TQM Philosophy: Concepts / Elements TQM Philosophy: Continuous Improvement TQM Philosophy: Six Sigma TQM Philosophy: Employee empowerment TQM Philosophy: Benchmarking TQM Philosophy: Just in Time TQM Philosophy: Lean Manufacturing TQM Philosophy: Knowledge of TQM Tools
TQM Tools	TQM Tools: Check sheets TQM Tools: Scatter Diagram TQM Tools: Cause-and-effect diagrams TQM Tools: Pareto charts TQM Tools: Flow charts (Process diagram) TQM Tools: Histograms TQM Tools: Statistical Process control Chart TQM Tools: Taguchi Concepts TQM Tools: Quality Function Deployment (QFD)
TQM in services

Planificación

Metodologías :: Pruebas
	Horas en clase	Horas fuera de clase	Horas totales
Estudio de caso	8	24	32

Prácticas de campo / salidas	8	0	8

Sesión Magistral	4	6	10


(*)Los datos que aparecen en la tabla de planificación són de carácter orientativo, considerando la heterogeneidad de los alumnos

Metodologías

Metodologías ::

	descripción
Estudio de caso	Teaching based on participation & cases study.
Prácticas de campo / salidas	Some firms will be visited during the course.
Sesión Magistral

Tutorías

descripción

Evaluación

	descripción	calificación
Estudio de caso	Evaluation based on participation & cases study with short questions and test item about the cases and the theoretical lessons.	40%
Prácticas de campo / salidas	Some firms will be visited during the course and the students must make a report about the firm.	40%
Otros		20%

Otros comentarios y segunda convocatoria
For the rest of calls the student must pass the corresponding test.

Fuentes de información

Acceso a la Lista de lecturas de la asignatura

Básica
	Fitzsimmons J. / Fitzsimmons M.: Service Management: Operations, Strategy, Information Technology, Mcgraw-Hill Higher Education, 2007. Hoyle, D. (2007): Quality. Management Essentials, 2007. Mitra, A.: Fundamentals of Quality Control and Improvement, 1998. Oakland, J.S.: Oakland on Quality Management, 2004. Oakland, J.S.: Total Quality Management, 2003.
Complementaria

Recomendaciones