Quality Management in Services

Code:

2GS109

Acronym:

GQS

Keywords
Classification	Keyword
OFICIAL	Management Studies

Instance: 2011/2012 - 2S

Active?	Yes
Responsible unit:	Management
Course/CS Responsible:	Master in Services Management

Cycles of Study/Courses

Acronym	No. of Students	Study Plan	Curricular Years	Credits UCN	Credits ECTS	Contact hours	Total Time
EGC	2	Bologna Official Syllabus	1	-	4,5	28	121,5
EGI	0	Bologna Official Syllabus	1	-	4,5	28	121,5
GS	27	Bologna Official Syllabus	1	-	4,5	28	121,5

Teaching language

Portuguese

Objectives

This course aims at introducing a basic conceptual framework intending to reinforce the skills to develop, implant, analyse and continuously improve the principles of service quality management.

Program

1. Introduction
2. Quality management history
3. Managing service quality
4. Total Quality Management in services
5. Service quality models
6. Managing continuous improvement
7. Identifying quality problems
8. The Portuguese Quality System
9. Using the norm NP ISO 9001:2008 in the services context
10. Managing complaints and conflicts (norms NP ISO 10001, NP ISO 10002 and NP ISO 10003)
11. Excellence models and quality awards
12. Managing public services quality

Mandatory literature

Feigenbaum, A.; “Total Quality Control”, 3rd. Ed. , McGraw-Hill, 1991
Grönroos, C.; Service Management and Marketing: Customer Management in Service Competition, 3rd Edition, John Wiley, 2007. ISBN: 978-0-470-02862-9
Instituto Português da Qualidade; "NP EN ISO 9001:2008 – Sistemas de Gestão da Qualidade", IPQ, Costa da Caparica, 2008
Juran, Joseph e Gryna, F.; “Quality Planning and Analysis”, 3rd. Ed., McGraw-Hill, 1993. ISBN: 0-07-033183-9

Complementary Bibliography

Branco, Rui Fazenda; "O Movimento da Qualidade em Portugal" , Edições Vida Económica, 2008. ISBN: 978-972-788-261-8
Garvin, D. A.; "Managing Quality", New York Free Press, 1988
Pinto, Sofia S.; "Gestão dos Serviços - A Avaliação da Qualidade", Verbo, 2003

Teaching methods and learning activities

The theoretical explanation of theories, concepts and frameworks using IT devices is complemented with case-study presentation, analysis and discussion, in order to stimulate participative learning.

Evaluation Type

Distributed evaluation without final exam

Calculation formula of final grade

50% course work presentation
50% final examination