Teaching code

4S008100

Teacher

Giovanni Goldoni

Coordinatore

Giovanni Goldoni

Credits

6

Also offered in courses:

• Quality in service management of the course Master’s degree in Business Management (Vicenza)

Language

Italian

Scientific Disciplinary Sector (SSD)

SECS-P/13 - COMMODITY SCIENCES

Period

secondo semestre magistrali dal Feb 24, 2020 al May 29, 2020.

Lessons timetable Moodle Seminars

Learning outcomes

The course provides knowledge of some fundamentals concepst of quality management. The main expected results are: KNOWLEDGE: 1. know and distinguish the quality of products and services, and customer satisfaction 2. learn about quality control tools and customer satisfaction monitoring 3. know the relationship between quality and customer satisfaction,on one side, and company’s revenues and costs, on the other side; SKILLS: 4. correctly read data derived from quality control and customer satisfaction monitoring; 5. understand their relationship with costs and revenues 6. define the best quality improvement strategies for the markets of the company

Program

The first part of the program deals with the relations that links quality to cost and revenue variables, to product and service typology, and, last but not least, to customers satisfaction. The second part explores the design of products and services, quality control tools and measurement of customer satisfaction as indispensable bases for improvement policies. At the end of the course the student will have acquired the skills necessary to understand the dimensions of quality in manufacturing and service companies, and to identify the consequent policies to improve quality and customers satisfaction.

1) Defining quality;
2) Some basic categories of quality costs;
3) Quality in manufacturing and in service organizations;
4) The relationship between quality and customer satisfaction;
5) The effects of customer heterogeneity and variability;
6) Quality dimensions, quality attributes and customer behaviour;
7) The role of quality in strategy definition;
8) Design of products, processes and services;
9) Measures of customer satisfaction and instruments for quality control;
10) Policies for quality and customers satisfaction improvement.

Lecture-based class. Weekly office hours will be posted on the professor web page.

Teaching materials will be made available on the elearning platform of the course.

Examination Methods

Written exam. The assessment will be mainly referred to the analytical skills demonstrated by the student, especially for what concerns the identification and explanation of relationships between quality management and other variables