Total Quality Management

Code:

EIG0028

Acronym:

GQT

Keywords
Classification	Keyword
OFICIAL	Operations Management
OFICIAL	Quantitative Methods

Instance: 2012/2013 - 1S

Active?	Yes
E-learning page:	https://moodle.fe.up.pt/
Responsible unit:	Department of Industrial Engineering and Management
Course/CS Responsible:	Master in Engineering and Industrial Management

Cycles of Study/Courses

Acronym	No. of Students	Study Plan	Curricular Years	Credits UCN	Credits ECTS	Contact hours	Total Time
MIEIG	91	Syllabus since 2006/2007	4	-	6	56	160
MIEM	36	Syllabus since 2006/2007	5	-	6	56	160

Teaching language

Portuguese

Objectives

1. BACKGROUND

Nowadays, quality management methods and tools are ubiquitous within the activity of an industrial engineer. From product design to production management and procurement, quality management is always present. Therefore, an industrial engineer should master the quality management methods and techniques, and should have the ability to develop quality management systems and manage quality improvement projects.

2. AIMS

The course aims at providing students with a deep understanding of quality management principles and a comprehensive knowledge of the fundamental methods, techniques and skills required for the design of industrial quality management systems as well as quality improvement projects.

3. PREVIOUS KNOWLEDGE

Statistics Course (I and II)

• Descriptive statistics and elementary probability theory;
• Random variables and fundamental univariate discrete and continuous distributions;
• Random sampling and sampling distributions;
• Statistical inference: confidence intervals and hypothesis testing;
• Analysis of variance: Models with one factor with fixed effects.

4. PERCENTUAL DISTRIBUTION

• Scientific component: 50%
• Technological component: 50%

5. LEARNING OUTCOMES

At the end of the course the students should:

• understand the fundamental principles of quality control, quality assurance and quality management;
• be able to identify, model and analyze business processes;
• be able to develop quality management systems according to ISO9001 standard;
• know the fundamental quality tools and understand the problem solving methodology;
• use statistical methods and other problem-solving techniques to improve the quality of products and services (with software tools);
• use statistical process control tools to achieve process stability and improve process capability.

Program

1. FUNDAMENTAL QUALITY MANAGEMENT CONCEPTS AND PRINCIPLES

Definitions of quality: product, services and processes. Cost of quality. Quality control, quality assurance and quality management. Total quality management.

2. BUSINESS PROCESS ANALYSIS AND MODELING

Identification, analysis and representation of business processes. Modeling and analysis tools and techniques. Practical examples.

3. MODELS AND STANDARDS FOR QUALITY MANAGEMENT
ISO 9000 family. Process approach. Analysis of the standard ISO9001. Auditing and certification of quality management systems. The excellence model of the European Foundation for Quality Management.

4. QUALITY METHODS AND TOOLS

Statistical process control methods and techniques - data collection and analysis, check sheets, Pareto analysis, cause-and-effect diagrams, histograms, correlation and regression analysis, statistical inference, Shewart control charts. The concept and analysis of process capability.
Quality in product development: Failure modes and effects analysis.

Mandatory literature

Américo Azevedo - José Faria; Material de Apoio à Disciplina
José António Cabral - Henriqueta Nóvoa; Slides de Apoio à Disciplina

Complementary Bibliography

Montgomery, Douglas C.; Introduction to statistical quality control. ISBN: 0-471-30353-4
Juran, Joseph M.; Quality planning and analysis. ISBN: 0-07-033183-9
Feigenbaum, Armand Vallin; Total quality control

Teaching methods and learning activities

- Theoretical classes: Presentation and explanation of subject matter;
- Tutorial Classes: Problem solving, analysis of case studies and technical papers;
- Lectures by invited speakers;
- Individual and team work.

Evaluation Type

Distributed evaluation with final exam

Assessment Components

Description	Type	Time (hours)	Weight (%)	End date
Attendance (estimated)	Participação presencial	52,00
Final examination	Exame	2,00
Individual work	Trabalho escrito	30,00
Teamwork	Exame	27,00
	Total:	-	0,00

Amount of time allocated to each course unit

Description	Type	Time (hours)	End date
Regular study	Estudo autónomo	25
Preparation for the final examination	Estudo autónomo	20
Invited Lectures	Frequência das aulas	4
	Total:	49,00

Calculation formula of final grade

- Individual work: 20%
- Teamwok: 20%
- Final examination: 60%