Lectures

The course aims to provide students with an understanding of the basic concepts of quality and the necessity of practicing management using quality tools in all the activities of a company, in the sense that practicing Total Quality Management adds value and prestige to the company and satisfaction to the customer.

The Knowledge, skills and competences of the course are as follows:

Knowledge: to recognize the principles and rules of quality in all activities of a business. Recognize the need for continuous measurement and improvement of customer satisfaction as a tool for measuring quality within businesses. Understand the importance of leadership and management commitment in making quality a strategic issue. To form a culture of quality in the working environment with the consensus of all employees. To define appropriate tools for identifying and solving quality problems. Design and implement quality awards and certificates.

Skills: To adapt the operation of a company to implement an ISO quality standard. Identify the contribution of IPM to the success of a company or organization.

Competencies: To manage the quality management tools and techniques applied in modern business. Select appropriate statistical tools for quality control. Evaluate the implementation of a specific quality standard in an enterprise

A graduate who has successfully completed the course will, in addition to the general and specific competences acquired, have the ability to:

- search, analyse and synthesise, data and information using both

using the necessary technologies

- make decisions either independently or through teamwork

- work in an international environment

Introduction to Quality and Total Quality Management

The basic philosophical approaches and theoreticians of DOP (Deming, Juran, Ishikawa) The four eras of quality

Quality Tools and Techniques

ISO 9000 Quality Assurance Systems

Quality Certification Process

Environmental Management – ISO 14001, EMAS

Methodology¬ Six Sigma

Business Excellence Models EFQM/ MBNQA/CAF

Cost of Quality

The future of TQM

A written final examination including:

- Multiple-choice questions (40%)

- Topic development (20%)

- Exercise solution (40%)

Dale, B. G. and Plunkett, J. J., (2017), Quality Costing. 3rd ed., Routledge

Backford, J., (2016), Quality: A Critical Introduction, 4th ed., Routledge

Dale, B.G., Bamford, D. and Van der Wiele, T. (eds.), (2016), Managing Quality: An essential guide and resource gateway. 6th ed., John Wiley & Sons

Tsiotras, G., (2016), Total Quality Management, Broken Hill Publishers Ltd, Nicosia

Goetsch, D. and Davis, S., (2014), Quality Management for Organizational Excellence: Introduction to Total Quality, 7th edition, Pearson

Oakland, J.S., (2014), Total quality management and operational excellence: text with cases. 4th ed., Routledge

Bergman, B. and Klefsjö, B., (2010), Quality from customer needs to customer satisfaction, 3rd ed., Studentlitteratur AB

Evans, J.R., Lindsay, W.M., (2010), The Management and Control of Quality, 8th ed., West

Oakland, J.S., (2008), Statistical Process Control, 6th ed., Heinemann: London

Oakland, J.S., (2003), Total Quality Management: text with cases, 3rd ed., Butterworth Heinemann, Oxford

Oakland, J.S., (2001), Total Organizational Excellence: Achieving World-class Performance. Routledge

JamesP., (1998), Total Quality Management, Keydarithmos Publications, Athens, Greece