Gestão da Qualidade nos Serviços Financeiros

Gestão e Administração Bancária (Pós-Laboral)
4 ECTS; 2º Ano, 2º Semestre, 30,0 T + 15,0 P


Not applicable.

On completion of this module the students be familiar with TQM systems and be able to develop a quality system in compliance with ISO Standard 9001:2008 as well as solve problems in a structured manner using appropriate tools.

1. Definition and evolution of the quality concept 2. Quality gurus. 3. Portuguese Quality System. 4. The process approach and requirements of ISO Standard 9001:2008. Application process for the certification of a QMS. The QMS documentation. 5. The QMS audits. 6. The seven classic tools, problem-solving methods(PDCA); benchmarking 6. Quality Costs.

Evaluation Methodology
Theoretical essay with oral presentation.
Practical assignment - preparation of a quality manual.
Written test (minimum grade of 7/20).

- Pires, A. (2004). Qualidade - Sistemas de Gestão de Qualidade. Lisboa: Edições Sílabo
- Gryna, F. e Juran, J. (1988). Juran's Quality Control Handbook. New York: Mcgraw-Hill
- Soares, I. e Pinto, A. (2010). Sistemas de gestão da Qualidade – Guia para a sua implementação. Lisboa: Edições Sílabo

Method of interaction
Lectures and practical classes supported by case study analysis.

Software used in class