Quality Management
Abbreviation: UPRKV Load: 30(L) + 20(E) + 0(LE) + 10(S) + 0(FLE) + 0(PEE)
Lecturers in charge: dr. sc. Diana Božić
Lecturers: prof. dr. sc. Marinko Jurčević ( Lectures )
doc. dr. sc. Diana Božić ( Seminar, Exercises )
Course description: The notion of quality and specificity of service quality. Quality Theory and Models (Deming, Malcolm Baldridge, EQA). Development of a quality management system. Technical and exploitation parameters of quality of postal and telecommunication services. Statistical quality control. Tools for Quality Control ( <<7 tools>>). Process flowcharts, checklists, histograms, control charts. Cause-and-effect (CE) diagrams and Pareto priority analysis. Quality control of postal services. Quality control of communication services. Software quality. Application of the ISO 9000 family. Total Quality Management (TQM) services. Manage quality improvement teams and projects. Examples and tasks of statistical inference in quality control. Representativeness of samples. Testing string coincidence. Application of control charts for numerical and attribute characteristics.
Lecture languages: - - -
Compulsory literature:
1. Božić, D.: Autorizirana predavanja (objavljeno na e-studentu)
2. Skoko, H.: Upravljanje kvalitetom, Sinergija d.o.o., Zagreb, 2000.
3. Foster, S.T.: Managing Quality-An Integrative Approach (2nd ed.), Prentice-Hall, UPS, New York, 2004.
Recommended literature:
4. Juran, J.M., Blanton Godfrey, A.: Juran s Quality Handbook, Mc Graw Hill, 1999.
5. Lawrence, J.A., Pasternack, B. A.: Applied Management Science, Wiley, 2002
L - Lectures
E - Exercises
LE - Laboratory exercises
S - Seminar
FLE - Practical foreign language exercises
PEE - Physical education excercises
* - Not graded