Teacher
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RUGGIERI Alessandro
(syllabus)
The course studies the principles of quality. In particular, the course studies the evolution of the concept of quality which has gone from a technical approach to a management approach, based on the customer. The course also provides knowledge about the different models of excellence: ISO and TQM. Synthesis of topics 1) General principles: definition of quality; approaches to quality; management models: TQM, ISO 9000, EFQM. 2) Principles of quality management: quality and business strategy; process management; role of top management; leadership; customer relations and customer satisfaction; relationship with suppliers; human resource management; just in time; analysis and data management; continuous improvement; principles of performance measurement; organizational culture and quality; quality control and management control; quality in production and services. 3) Quality assurance: definition of certification; standardization and accreditation; quality systems; ISO 9001; terminology and concepts; scope of certification; certification process; requirements of ISO 9001; audits; corrective actions; the professionals; product certification; environmental certification; the integrated quality-environment-safety; social impact of quality: SA 8000 certification and ethics; the food industry: HACCP standards, disciplinary production and supply chain, BRC
(reference books)
Lecture notes and teaching materials provided by the professor
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