Quality Management Principles and Tools

Code UE : USM30G

  • Cours
  • 4 crédits

Responsable(s)

Emmanuel CAILLAUD

Public, conditions d’accès et prérequis

Master in Management MIM M1

Objectifs pédagogiques

The lectures will help apprehending quality management  and intend to provide participants with the basics of a quality process, an understanding of principles, tools and main elements to apply in their own business environment.

Compétences visées

Skills to be acquired
At the end of this course, students will be able to carry out different approaches based on reasoning, standards and tools to :
- Diagnose their situation,
- Build key processes,
- Propose beneficial orientations,
- Rely on a facilitating governance,
- Implement procedures adapted to the requirements and risks incurred,
- Analyze its perceived and measured results,
- Identify opportunities for improvement

 

Contenu

Concepts
  • Quality Definitions  & Historic Development (pioneers contribution)
  • Key Elements of Total Quality
  • Relationship between Quality & Competitiveness
 
Quality Culture
  • Quality Culture vs. Traditional Cultures
  • Activating  and Facilitating the Change
  • Establishing and Maintaining a Quality Culture
 
The Customer Focus
  • Understanding Customer-Defined Quality
  • Identifying Customer Needs
  • Communicating with Customers
  • Customer Satisfaction Process
  • Customer Loyalty Model
 
ISO9000
  • Definition & Principles
  • The Benefits for the organization
  • ISO9000 vs. Total Quality
 
Tools & Techniques
  • The 7 Basic Tools
  • The Quality Circle Methodology
 
 

Modalité d'évaluation

Achievement assessed by continuous assessment

Bibliographie

  • GOETSCH L. : Quality Management for Organizational Excellence
  • TANGUE R.N. : The Quality Toolbox

Cette UE apparaît dans les diplômes et certificats suivants

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Contact

Cnam - IIM - EPN stratégies - Programmes Master in Management (MIM)
EPN15, 2 rue Conté bureau 31.2.31
75003 Paris
Tel :00 33 1 58 80 85 64
Sophie Le Liboux
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