Total Quality Management

Code:

EIG0028

Acronym:

GQT

Keywords
Classification	Keyword
OFICIAL	Operations Management

Instance: 2020/2021 - 1S

Active?	Yes
Web Page:	https://moodle.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
MIEGI	112	Syllabus since 2006/2007	4	-	6	49	162

Teaching language

Portuguese

Objectives

• Objective 1: To understand the fundamental principles of quality control, quality assurance and quality management;


• Objective 2: To be able to understand the principles, organization and requirements of ISO9001 standard;


• Objective 4: To know the fundamental quality tools and understand problem solving methodology;


• Objective 5: To use able to use statistical methods and other problem-solving techniques to improve the quality of products and services (with software tools);


• Objective 6: To be able to use statistical process control tools to achieve process stability and improve process capability.


• Objective 7: To know and master other benchmarks, methodologies and tools within the quality management.

Learning outcomes and competences

At the end of the course the students should:

• understand the fundamental principles of quality control, quality assurance and quality management;
• be able to develop quality management systems according to ISO9001 standard;
• be able to analyze and document procedures and work processes;
• 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.

Working method

Presencial

Pre-requirements (prior knowledge) and co-requirements (common knowledge)

Statistics Course:
• 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.

Program

PART 1 - FUNDAMENTAL QUALITY MANAGEMENT CONCEPTS AND PRINCIPLES

• Definitions of quality: products, services, processes and organizations;
• Quality control, quality assurance and quality management concepts;
• Quality management principles (process approach, customer focus, continual improvement, involvement of people, leadership, factual approach to decision making)
• Quality costs;
• Case study analysis.

PART 2 - MODELS AND STANDARDS FOR QUALITY MANAGEMENT

• Analysis of the principles and organization of ISO 9000 family of standards, with an emphasis on the ISO 9001 standard;
• Analysis of documentation and working procedures within the context of ISO 9001 standards;
• Sistemas de Gestão da Qualidade (SGQ) de acordo com a norma ISO 9001. Análises de casos práticos.
• Auditing and certification of quality management systems;
• Reference to other management frameworks and standards, i.e. environmental health, safety and social responsibility.

PART 3 - QUALITY METHODS AND TOOLS

• Structured problem solving approaches and an introduction to the Six Sigma framework;
• Historical evolution of the statistical quality improvement methods: acceptance sampling, statistical process control and design of experiments;
• The seven improvement tools - fluxograms, check sheets, histograms, Pareto charts, cause-and-effect diagrams, scatter plots, Shewart control charts;
• Statistical process control: Shewart control charts for attributes and variables;
• The concept of process capability;
• Acceptance sampling: the ISO 2859 standard;
• Measurement and systems analysis;
• Evolution of Quality Improvement Methodologies: from Total Quality Management to Lean Six Sigma. An holistic perspective of quality improvement methodologies.

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. 

Software

Minitab Software

Evaluation Type

Distributed evaluation with final exam

Assessment Components

Designation	Weight (%)
Exame	60,00
Participação presencial	5,00
Trabalho escrito	35,00
Total:	100,00

Amount of time allocated to each course unit

Designation	Time (hours)
Elaboração de projeto	30,00
Estudo autónomo	76,00
Frequência das aulas	56,00
Total:	162,00

Eligibility for exams

Class attendance  according to the General Evaluation Rules of UP

Calculation formula of final grade

Weighted average of the following components:
- Continuous assessment (attendance and participation in lectures and tutorials): 5%
- Written test: 60%
- Assignments (individual and group): 35%

In order to get course approval, the student is required to achieve the following minimum ratings:
- Continuous assessment (attendance and participation in lectures and practical): minimum of 50%
- Written test: minimum of 40%
- Home assignments (individual and group): minimum of 40%

In case there is a difference higher than 3 points (on a scale 0-20) between the marks obtained in the home assignments and the written test, then the higher rating will be reduced until the difference has a maximum value of  3 points.

 

Special assessment (TE, DA, ...)

For students who enjoy a special status that exempt them from attending classes, the evaluation component "class participation" will be replaced by an oral examination. This oral examination will be held during the month of January and will have the same weight of the component “class participation” (10%) and will be subject to the same minimum score (50%). Students in these conditions can also opt for the regular evaluation of ordinary students. In that case, they should communicate their option to teachers by the end of the 3rd week of classes (September 28), the latest.

Classification improvement

In order to improve the final grade, only the classification obtained  in the written exam can be improved in a second exam.

 

Observations

Students who apply for a final exam for completion of the course will not be excused from performing a set of practical work to define by the teachers, case-by-case.