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Risorse bibliografiche
Risorsa bibliografica obbligatoria
Risorsa bibliografica facoltativa
Scheda Riassuntiva
Anno Accademico 2015/2016
Scuola Scuola di Ingegneria Industriale e dell'Informazione
Insegnamento 097323 - QUALITY MANAGEMENT
Docente Brun Alessandro
Cfu 5.00 Tipo insegnamento Monodisciplinare

Corso di Studi Codice Piano di Studio preventivamente approvato Da (compreso) A (escluso) Insegnamento
Des (Mag.)(ord. 270) - BV (1092) DESIGN DEGLI INTERNI - INTERIOR DESIGN*AZZZZ098628 - QUALITY MANAGEMENT
Des (Mag.)(ord. 270) - BV (1097) DESIGN FOR THE FASHION SYSTEM - DESIGN PER IL SISTEMA MODA*AZZZZ098628 - QUALITY MANAGEMENT
Des (Mag.)(ord. 270) - BV (1159) PRODUCT SERVICE SYSTEM DESIGN - DESIGN PER IL SISTEMA PRODOTTO SERVIZIO*AZZZZ098628 - QUALITY MANAGEMENT
Des (Mag.)(ord. 270) - BV (1160) DESIGN DEL PRODOTTO PER L'INNOVAZIONE*AZZZZ098628 - QUALITY MANAGEMENT
Des (Mag.)(ord. 270) - BV (1161) INTERIOR DESIGN*AZZZZ098628 - QUALITY MANAGEMENT
Des (Mag.)(ord. 270) - BV (1162) DESIGN DELLA COMUNICAZIONE*AZZZZ098628 - QUALITY MANAGEMENT
Des (Mag.)(ord. 270) - BV (1164) PRODUCT SERVICE SYSTEM DESIGN*AZZZZ098628 - QUALITY MANAGEMENT
Ing Ind - Inf (Mag.)(ord. 270) - BV (479) MANAGEMENT ENGINEERING - INGEGNERIA GESTIONALE*AZZZZ097323 - QUALITY MANAGEMENT

Programma dettagliato e risultati di apprendimento attesi

Overview

 

The first part of the course focuses on the concept of Quality and on its evolution, in particular during XX Century, thanks to the contribution of several companies and the works of the Quality Gurus.

The second part introduces the Six Sigma methodology, which was developed in the 80’s by Motorola, and elevated to a managerial philosophy by General Electric in the 90’s. Considered as an evolution of Total Quality Management, Six Sigma aims at improving quality by aligning the output of a company’s processes to market requirements.

In the last part of the course, students will be provided with a “tool-box”, containing a number of quality management tools and techniques, which could be applied in a large number of situation, in both industrial and service companies.

 

 

Programme

1)     Course objectives and contents

The course aims at offering fundamental criteria, reference frameworks and tools to manage continuous improvement of operations of manufacturing and service organizations.

The first part focuses on the concept of quality, its evolution over time, in particular during XX Century thanks to the works and preaching of various companies and quality gurus. The second part presents the main quality improvement approach of Six Sigma (a quality management initiative first carried out in Motorola in the 80's), namely the DMAIC cycle (Define-Measure-Analyse-Improve-Control). In the last part, the course will present tools and techniques useful to ensure quality of new products or services to offer to the market.

 

2)     Main topics

Part I – Products and services Quality Management

-        Introduction to the Concept of Quality

-        The History of Quality Management

-        Quality Philosophies: Juran, Deming, Taguchi, Crosby, Ishikawa

-        Organization of the Quality Management Department

-        Quality Management Systems and the ISO 9000 set of standards

 

Part II – Six Sigma

-        Six Sigma organization

-        Six Sigma project management

-        performance measurement of Six Sigma improvement projects: efficiency (costs) vs effectiveness (customer satisfaction) indicators; statistical thinking and measuring process capability

 

Part III – tools and techniques for quality improvement

-        Voice of the Customer techniques:

o   The VoC approach in Six Sigma

o   ServQual model to measure service quality

o   Measuring Customer Satisfaction

-        Tools and techniques to improve existing processes

o   DMAIC approach in Six Sigma

o   Quality Management tools: problem solving tools

o   Quality Management tools: how to correctly represent data with a graph

-        Tools and techniques for new products/processes

o   Six Sigma DFSS approach

o   Quality Function Deployment technique

o   Design of Experiment and Taguchi’s robust design

-        Tools and techniques to improve quality of supplies

o   Acceptance sampling

o   Vendor rating


Note Sulla Modalità di valutazione

 

- Homework assignment – 1 groupwork assignment - Weight on final score = 30%
- Exam on Theory - Weight on final score = 30%
- Exercises – OPEN BOOK - Weight on final score = 40%

Bibliografia
Risorsa bibliografica obbligatoriaJames R. Evans and William M. Lindsay, The Management and Control of Quality , Editore: Thomson South-Western
Risorsa bibliografica obbligatoriaAlessandro Brun, Matteo Casadio Strozzi and Xixi Fan, Quantitative Methods for Quality Management, Editore: Esculapio - Bologna

Mix Forme Didattiche
Tipo Forma Didattica Ore didattiche
lezione
30.0
esercitazione
20.0
laboratorio informatico
0.0
laboratorio sperimentale
0.0
progetto
0.0
laboratorio di progetto
0.0

Informazioni in lingua inglese a supporto dell'internazionalizzazione
Insegnamento erogato in lingua Inglese
Disponibilità di materiale didattico/slides in lingua inglese
Disponibilità di libri di testo/bibliografia in lingua inglese
Possibilità di sostenere l'esame in lingua inglese
Disponibilità di supporto didattico in lingua inglese
schedaincarico v. 1.6.1 / 1.6.1
Area Servizi ICT
28/01/2020