Publication in the Diário da República: Despacho nº 7835/2019 de 05/09/2019
6 ECTS; 2º Ano, 1º Semestre, 60,0 TP , Cód. 608015.
Lecturer
- Ana Paula Gerardo Machado (1)(2)
(1) Docente Responsável
(2) Docente que lecciona
Prerequisites
Not applicable.
Objectives
At the end of the curricular unit, students should have the skills to: understand the principles of quality management in an integrated perspective; identify organizational context and relevant stakeholders; apply the PDCA approach to processes; identify the standards applicable to standardized management systems, their requirements and implementation method; understand the role of internal auditing in the systems and principles associated with its performance; identify and apply the main quality tools; identify and apply methodologies for monitoring and measuring the satisfaction of customers and relevant stakeholders.
Program
1. Introduction
1.1. Concepts and meanings
1.2. Historic evolution
1.3. World quality panorama
1.4. Portuguese Quality System
1.5. main authors
1.7. Reflection on the vision of quality and integrated management systems, from the perspective of chemical and organizational processes
2. Quality Management
2.1. Principles of quality management
2.2. Practical application of quality management principles, from the perspective of chemical and organizational processes
2.3. Development of quality management principles from the perspective of relevant stakeholders and integrated systems
3. Standardized Base Management Systems
3.1 Context of normalization
3.2 ISO 9001 Standard
3.3 ISO 14001 Standard
3.4 ISO 45001 Standard
3.5 Complementary standards for integrated management systems from a sustainability perspective
4. Audits
4.1 Context of audits and the ISO 19011 standard
4.2 Internal audits
4.3 External audits
5. Quality Tools
5.1 Main quality tools
5.2 Application of quality tools to chemical and organizational processes
6. Customer Satisfaction
6.1 Monitoring and measuring customer satisfaction
6.2 Compliments and complaints
Evaluation Methodology
Student assessment, at all times, is carried out following the continuous assessment model using a work (TP) with the application of concepts to real cases (LAB.IPT Laboratories) and a written test (TE). Final Classif ( CF)= 0.5 TE + 0.5 TP. Approval condition: minimum of 40% of the quotation, in each component, and approval with CF equal or greater to 10 points (out of 20).
Bibliography
- António, N. e Teixeira, A. e Rosa, A. (2016). Gestão da Qualidade - De Deming ao modelo de excelência da EFQM. Lisboa: Edições Sílabo
- Pires, A. (2016). Sistemas de Gestão da Qualidade. Ambiente, Segurança, Responsabilidade Social, Indústria e Serviços. Lisboa: Edições Sílabo
- Santos, G. (2013). Sistemas Integrados de Gestão - Qualidade, Ambiente e Segurança. Porto: Publindústria
- Soares, I. e Pinto, A. (2018). Sistemas de Gestão da QUALIDADE Guia para a sua implementação. Lisboa: Edições Sílabo
Teaching Method
In the theoretical component, the expository method is used. In the theoretical-practical component, case studies and the resolution of practical situations are carried out.
Software used in class
Microsoft Office
