Teaching code

4S008100

Teacher

Giovanni Goldoni

Coordinator

Giovanni Goldoni

Credits

6

Language

Italian

Scientific Disciplinary Sector (SSD)

SECS-P/13 - COMMODITY SCIENCES

Period

Primo semestre (lauree magistrali) dal Oct 3, 2022 al Dec 23, 2022.

Lessons timetable Moodle Seminars 0

Learning objectives

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

Prerequisites and basic notions

There are no specific requirements

Program

The first part of the program deals with the relationships that binds quality to the economic variables of cost and revenue of the company, to the type of product or service, and, last but not least, to customer satisfaction. The second part explores the design of products and services according to predefined customer and quality targets, and the state of the technology; the main models useful for understanding how customer satisfaction is formed and its link with quality; the strategies adopted by companies to improve both aspects.
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 for improving quality and customer satisfaction.

1) The concept of quality;
2) Basic economics of quality costs;
3) The vision of quality in manufacturing production and in the service sectors;
4) Dimensions of quality, qualitative attributes and customer behaviors;
5) The design of products and services;
6) The heterogeneity and variability of customers;
7) The main models applied to understand how customer satisfaction is formed and its link with quality;
8) The role of quality in business strategies.

Didactic methods

The teaching method consists of lectures in the classroom with the use of slides. The University may introduce changes to the teaching method adopted, based on the evolution of the epidemiological situation.

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

Learning assessment procedures

The final exam will be written as far as the epidemiological situation will permitt. Online exam will be admitted on student request and in respect of University deliberations.

Evaluation criteria

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

Criteria for the composition of the final grade

single test

Exam language

Italiano