Quality Management in Financial Services

Bank Management and Administration
4 ECTS; 2º Ano, 2º Semestre, 30,0 T + 15,0 P

Lecturer

Prerequisites
Not applicable.

Objectives
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.

Program
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).

Bibliography
- 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