D1. KNOWLEDGE AND UNDERSTANDING.
At the end of the course, students will have to demonstrate knowledge and understanding of the basic concepts and principles on which the strategies and methodologies for quality management oriented towards excellence, social responsibility and sustainability are based.
D2. APPLYING KNOWLEDGE AND UNDERSTANDING.
At the end of the course, students will have to be able to:
- identify the approaches and the tools adopted by a company for quality management
- and know how to recognize the reference models adopted by a company for Social Responsibility.
D3. MAKING JUDGMENTS
At the end of the course, students will have to demonstrate that they have not only acquired knowledge and concepts but also the ability to provide appropriate judgments.
D4. COMMUNICATION SKILLS
At the end of the course, students will have to be able to express themselves and argue through the specific terminology acquired with the lessons provided, the teaching material or the textbook.
D5. LEARNING SKILLS
At the end of the course, students will have to demonstrate that they are able to apply the knowledge, skills, and competencies described in this syllabus.

This course does not involve specific prerequisites.

PART ONE – The quality definitions and customer-driven models. PART TWO – The business approaches for quality management: from quality control to the excellence of the organization. PART THREE – Sustainable Quality and Social Responsibility.

Sartor M., Orzes G., La Gestione della Qualità. 1ed., Mc GrawHill, 2020. ISBN-10, ‎8838698856 ; ISBN-13, ‎978-8838698859.

PART ONE – THE QUALITY DEFINITIONS AND CUSTOMER-DRIVEN MODELS
• Evolution of the definitions of quality concept: from specification compliance to sustainable excellence.
• The Garvin's eight-dimensional model to assess product quality strategically.
• The Kano model to classify product attributes according to their impact on the final customer or user satisfaction.
• The ServQual model to assess service quality and for a gap analysis when a discrepancy between expected and perceived service quality occurs.

PART TWO – THE QUALITY APPROACHES
• The methods and standards for quality control and quality assurance.
• The Japanese model for total quality: the Plan-Do-Check-Act cycle, the Quality Circles and the Ishikawa quality tools for problem-solving and continuous improvement.
• Total Quality Management (TQM) and the quality awards for business excellence. The Deming Prize, the Malcolm Baldrige National Quality Award, the EFQM Excellence Award.
• Introduction to the Six Sigma methodology for quality management.
The ISO 9000 standards: ISO 9000 quality management principles the ISO 9001. The new High-Level Structure (HLS) for the ISO Management System Standards (MSS) Type-A. The ISO 9004 standard: quality management to achieve sustained success.

PART THREE – SUSTAINABILITY AND SOCIAL RESPONSIBILITY
• Corporate Social Responsibility (CSR): standards, reference models and CSR development stages. Introduction to the European Directives for Sustainability.
• Introduction to the UNI ISO 26000 standard – “Guidance on Social Responsibility”: the general scheme and a brief content analysis.

The recording of the frontal lessons and the seminars held by managers is ensured so that they can also be used in asynchronous mode.

The teacher will provide the teaching materials, which will be downloadable
from MS Teams (lesson slides and scientific papers).

For attending students (also in asynchronous mode), the exam can be prepared using slides and recordings of the lessons, which will be uploaded to the dedicated team on the MS Teams platform.

The oral exam, articulated in the form of an interview, includes a minimum of three questions and has an average duration of about 20 minutes to verify the level of knowledge of the topics covered in class for attending students and the ones in the textbook for non-attending students, the level of mastery of specialised language and the ability to develop reasoning by applying theoretical knowledge to concrete cases. The exam is based on the entire course program. The evaluation grid adopted is the following: - Excellent (30 | 30 cum laude): excellent knowledge of the topics, language skills, and analytical skills of the student; s/he can brilliantly apply theoretical knowledge to concrete cases. - Very good (27 - 29): good knowledge of the subjects, remarkable language properties, good analytical skills of the student; s/he can correctly apply theoretical knowledge to concrete cases. - Good (24-26): good knowledge of the main topics and good language skills of the student; s/he shows an adequate ability to apply theoretical knowledge to concrete cases. - Satisfactory (21-23): the student does not show complete mastery of the course's main topics, despite possessing the fundamental knowledge; however, s/he shows satisfactory language properties and sufficient ability to apply theoretical knowledge to concrete cases. - Sufficient (18-20): minimal knowledge of the course's main topics and technical language, limited ability to adequately apply theoretical knowledge to concrete cases. - Insufficient: the student does not have adequate knowledge of the contents of the different topics of the program.

This course explores topics closely related to the following United Nations 2030 Agenda for Sustainable Development Goals (SDGs):