Risorse bibliografiche
Risorsa bibliografica obbligatoria
Risorsa bibliografica facoltativa
Scheda Riassuntiva
Anno Accademico 2018/2019
Scuola Scuola di Ingegneria Industriale e dell'Informazione
Docente Brun Alessandro
Cfu 5.00 Tipo insegnamento Monodisciplinare

Corso di Studi Codice Piano di Studio preventivamente approvato Da (compreso) A (escluso) Insegnamento

Obiettivi dell'insegnamento
The course aims at offering fundamental criteria, reference frameworks and tools to manage continuous improvement of operations of manufacturing and service organizations.
The course fits into the overall program curriculum pursuing some of the defined general learning goals. In particular, the course contributes to the development of the following capabilities:
  • Understand context, functions, processes in a business and industrial environment and the impact of those factors on business performance - in particular wrt products and services quality
  • Identify trends, technologies and key methodologies in a specific domain (managing quality of products and services)
  • Design solutions applying a scientific and engineering approach (Analysis, Learning, Reasoning, and Modeling capability deriving from a solid and rigorous multidisciplinary background) to face problems and opportunities in a business and industrial environment

Risultati di apprendimento attesi
Expected learning outcomes:
Regarding "Understand context"
  • knowing the history of quality management and quality management tools
  • know and be able to apply the 5 perspectives of quality
Regarding "identify trends":
  • know the concepts of process control and process capability and how they come to use
  • know the basic principles of Six Sigma and its masterpiece, the DMAIC methodology
Regarding "design solutions":
  • be able to design and apply tools for improving quality of a newly developed (or improved) product: FMEA, QFD, DoE
  • be able to use tools for acceptance sampling
  • be able to design and apply control chart systems 

Argomenti trattati


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. 


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.

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


A minimum knowledge of Basics of Statistics (in particular how to handle a normal distribution and how to use the normal distribution table) is required.

Modalità di valutazione

- Homework assignment – 1 groupwork assignment - Weight on final score = 20%

- Exam on Theory - Weight on final score = 30%

- Exercises – CLOSED+OPEN BOOK - Weight on final score = 50%

Risorsa bibliografica obbligatoriaAlessandro Brun e Matteo Casadio Strozzi, Manuale Six Sigma per le Green Belt, Editore: CreateSpace, Anno edizione: 2016

Disponibile su Amazon in versione cartacea e Kindle (gratuito per gli utenti KindleUnlimited)

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

Forme didattiche
Tipo Forma Didattica Ore di attività svolte in aula
Ore di studio autonome
Laboratorio Informatico
Laboratorio Sperimentale
Laboratorio Di Progetto
Totale 50:00 75:00

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