The course presents the basic concepts associated with the management of the quality in both production systems and service enterprises, as well as, the analysis of the main procedures for the successful implementation of quality assurance systems in an enterprise. The aim of the course is to clarify to the students the important role of quality as a means of improving the competitiveness of enterprises. Students have the opportunity to understand the concept of quality through the different definitions which have been given and learn how to measure, control and improve quality while taking into account the related cost of quality. Moreover, the course presents the philosophy of TQM, its basic principles and objectives, its differences with the traditional approach of management, its advantages and implementation issues. Particular emphasis is given to the application of Statistical Quality Control techniques for the determination of the ability of processes and finished products to meet specific requirements and for the improvement of outgoing quality, such as Acceptance Sampling and Statistical Process Control (SPC). Finally, the Hellenic and international standards for quality assurance and control are presented and analyzed.
Course Content (Syllabus)
Week 1: Introduction to Quality Management . Definitions, strategic importance and dimensions of quality . TQM , definition and basic principles.
Week 2 : Quality of services. Differences between products and services and the general context for the analysis of service systems. Customer satisfaction. Evolution of quality management, different approaches (Juran, Crosby, etc.) and the current domestic practice.
Week 3 : Economic analysis of quality. Cost of good and bad quality, optimal quality level. Reduction of the cost of quality. Suppliers evaluation.
Week 4: Methods and Tools for Quality Management. Techniques for the development of TQM, simple graphical methods and administrative tools.
Week 5: Workshop 1: Applications for quality assurance using commercial software.
Week 6: Statistical Quality Control: the necessity of sampling and the evaluation of the statistical properties of sampling plans.
Week 7 : ELOT 389.0-398.1 and ISO 2859 standards for lot-by-lot acceptance sampling for attributes.
Week 8: ISO 3951 and ANSI / ASQC Z1.9-1980 standards for lot-by-lot acceptance sampling by variables.
Week 9: Workshop 2 : Applications of ELOT 389.0-389.1 (ISO 2859) and ISO 3951 standards using commercial software.
Week 10: Statistical Quality Control. Methods, philosophy and charts development.
Week 11: Applications of statistical quality control for managing services quality (public sector, bank, telecommunications) .
Week 12: Lab 3: Application of the methodology of process capability analysis using commercial software.
Week 13: Quality assurance systems. ISO 9000 standards. Advantages and disadvantages. Certification procedure and certifying bodies. Critical examination of the domestic practice.
Statistical Quality Control, Acceptance Sampling, Statistical Process Control, Services
Course Bibliography (Eudoxus)
Ταγαράς, Γ., «Στατιστικός Έλεγχος Ποιότητας», Εκδόσεις Ζήτη, Θεσσαλονίκη, 2001.
Αυλωνίτης Σ.Α., «Στοιχεία Ελέγχου και Διασφάλισης Ποιότητας», Εκδόσεις Ίων, Αθήνα, 2004.
Additional bibliography for study
James, P., «Μάνατζμεντ Ολικής Ποιότητας», Εκδόσεις Κλειδάριθμος, Αθήνα 1998.
Λογοθέτης, Ν., «Μάνατζμεντ Ολικής Ποιότητας», 2η έκδοση, Εκδόσεις Interbooks, Αθήνα, 2005.
Evans, J.R., «Total Quality: Management, Organization and Strategy», 4th edition, South-Western College Pub; 2004.
Goetsch, D.L., Davis, S.B., «Quality Management: Introduction to Total Quality Management for Production, Processing, and Services», 4th edition, Prentice Hall, 2003.
Montgomery, D.C., «Introduction to Statistical Quality Control», 3rd edition, Willey and Sons, 1997.