Università Roma Tre

The course is organized into two complementary modules: managerial and statistical. It contributes to increase the knowledge of Total Quality Management fields and to provide tools and methodology for assuming managerial decision making in private and public organizations. Moreover, it illustrates the statistical methodologies to achieve a quality analysis. Some elements of descriptive statistics will be included (histogram, Pareto diagram, box plot). In order to use the following variables and attributes control charts, indicate the process capacity indicators and analyze the external quality.

The course is designed by developing the different aspects related to the TQM both theoretically and operationally.
Managerial module contents:

• Evolution of the quality concept and TQM principles

• Customer feedback approaches

• Processes management

• Continuous improvement

• Continuous improvement methodologies (Lean model, Six Sigma, Daily Routine Work, Benchmarking, Quality Function Deployment)

• Quality certification

• Excellence models (EFQM, CAF)
Statistical module contents:

• Descriptive statistical tools for analyzing and improving quality

• Review on statistical models for process quality (binomial and normal model)

• Basics on inference of indicators of manufacturing process services (estimators of the arithmetic mean, variance and proportion, confidence intervals and hypothesis tests)

• Theory and methods of statistical process control

• Control charts for variables

• Control charts for attributes

• Process capacity analysis

Cappelli L., Renzi M.F., (2010), «Management della Qualità», Cedam, Padova
“Controllo statistico di qualità” di Douglas C. Montgomery. McGraw-Hill (2005)
Teachers will provide other materials we propose during the course and it will be available on the website.