Aim of the course is to offer a pragmatic approach to quality management. The first part analyze the numerous and complex relations between: quality management and firm’s revenues and costs, quality management and product-service typology, and, last but not least, quality management and customer satisfaction. The second part is mainly concerned to discuss major problems in the measurement and interpretation of quality levels and customer satisfaction, which remain an indispensable basis to continuous improvement policies. The third part illustrates some techniques and instruments for the implementation of continuous improvement, mainly in the project activity, in the use of technology to manage customer-relationship and in maintenance activities.
Oral exam. Students could ask for a written test at the end of the course