Quality Management in Financial Services
Bank Management and Administration
4 ECTS; 2º Ano, 2º Semestre, 30,0 T + 15,0 P
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.
Theoretical essay with oral presentation.
Practical assignment - preparation of a quality manual.
Written test (minimum grade of 7/20).
- Pinto, A. e Soares, I. (2010). Sistemas de gestão da Qualidade ? Guia para a sua implementação. Lisboa: Edições Sílabo
- Juran, J. e Gryna, F. (1988). Juran's Quality Control Handbook. New York: Mcgraw-Hill
- Pires, A. (2004). Qualidade - Sistemas de Gestão de Qualidade. Lisboa: Edições Sílabo
Method of interaction
Lectures and practical classes supported by case study analysis.
Software used in class