Università Roma Tre

Aim of the course
The course has the aim to prepare students on theoretical, methodological, managerial and quantitative aspects on TQM.
The course provide methodologies and tools for managing organizations in the lens of continuous improvement, developing competences for planning and implementing the quality of strategy in every industries. The course is organized in 2 modules, one managerial and one quantitative, introducing students to the statistical quality control.
The course is organized in 2 modules: the first is on Quality management; the second is on Statistical Quality Control.
The I module of Quality Management has the aim to prepare the Master’s degree students regarding the topics of Total Quality management, providing knowledge and tools useful for developing managerial competences in the private and public industry. The course provide theory and practice.
Main topic
- The quality concept and the main pillars of TQM
- Economic theory and quality
- Customer satisfaction management
- Customer feedback tools and methodologies
- Process management
- Continuous improvement
- Lean production
- Quality Function Deployment
- Excellence models (EFQM and CAF)
- Quality management systems

The module of Statistical Quality Control illustrates statistical methodologies for plan and developing a quality analysis. Main topic:
- Pareto diagram
- Bar chart
- Box plot
- Process control chart.
The theory will be supported by practice through the use of the software Minitab.

Text books:
Bo Bergman, Bengt Klefsjo (2010), Quality from customer needs to customer satisfaction, Studentlitteratur
Douglas C. Montgomery. Introduction to Statistical Quality Control, McGraw-Hill (2005)

Cappelli, L., Renzi, M.F., 2010, Management della Qualità, CEDAM