Quality Management Principles

Code UE : USM30G

  • Cours
  • 4 crédits

Responsable national

Thomas DURAND

Responsable opérationnel

Brigitte THIECK REGAL

Public et conditions d'accès

Master in Management MIM M2 group: Sustainable Development and Global Quality Management 

Objectifs pédagogiques

 
The idea of " Quality " is far larger than business. 
 
We talk about quality in all parts of our lives - in judging art, in evaluating the things that we make, in describing our experience. We even talk about quality time and quality relationships. In the broadest sense, quality is that which adds value, that which makes our lives better.
 
Then the industrial revolution came and changed the way we live our lives, especially the relationship between science and industry. For the first time the question was asked to make technology and business work better: the scientific method was applied to the world of engineering.  
 
The key element of the scientific method is that the experiment and its results are written down precisely; that allows others to repeat the experiments so that they can be verified, or so that they can be challenged.
 
That is the fundamental of Quality Management.
 
The lectures will help apprehending quality management  and intend to provide participants with the basics of a quality process, an understanding of principles, tools and main elements to apply in their own business environment.

Contenu

 
Philosophy & Concepts
  • Quality Definitions  & Historic Development (pioneers contribution)
  • Key Elements of Total Quality
  • Relationship between Quality & Competitiveness
Quality Culture
  • Quality Culture vs. Traditional Cultures
  • Activating  and Facilitating the Change
  • Establishing and Maintaining a Quality Culture
The Customer Focus
  • Understanding Customer-Defined Quality
  • Identifying Customer Needs
  • Communicating with Customers
  • Customer Satisfaction Process
  • Customer Loyalty Model
ISO9000
  • Definition & Principles
  • The Benefits for the organization
  • ISO9000 vs. Total Quality
Tools & Techniques
  • The 7 Basic Tools
  • The Quality Circle Methodology
 

Bibliographie

  • GOETSCH L. : Quality Management for Organizational Excellence
  • TANGUE R.N. : The Quality Toolbox

Cette UE apparaît dans les diplômes et certificats suivants

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  • Enseignée en formation présentielle et/ou partiellement à distance : Paris
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    Contact

    Cnam - IIM - EPN stratégies - Programmes Master in Management (MIM)
    EPN15, 2 rue Conté bureau 31.2.31
    75003 Paris
    Tel :00 33 1 58 80 85 64
    Sophie Le Liboux - Alice de la Pradelle

    Voir les dates et horaires, les lieux d'enseignement et les modes d'inscription sur les sites internet des centres régionaux qui proposent cette formation

    Enseignement non programmé en 2017/2018