063MGQLL3

Total Quality Management

Measuring quality in general and service quality in particular has become a key issue in any organization who’s funders require maximum impact with minimum investment to keep on supporting. Quality models and tools used since the 80s have proven to be strategic tools to gain users satisfaction, operational efficiency and continuous improvement in the organizational performance.


Temps présentiel : 15 heures


Charge de travail étudiant : 5 heures


Méthode(s) d'évaluation : Participation et assiduité, Travail personnel, Examen final


Référence :
Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry, Delivering quality service: Balancing customer perceptions and expectations, Simon and Schuster, 1990 John S. Oakland, Total quality management and operational excellence: text with cases, Routledge, 2014

Planification
JourPeriodeSalle
Ven 08/02/201911:00 - 12:15CST-IGE-2-09
Ven 15/02/201911:00 - 12:15CST-IGE-2-09
Ven 22/02/201911:00 - 12:15CST-IGE-2-09
Ven 01/03/201911:00 - 12:15CST-IGE-2-09
Ven 08/03/201911:00 - 12:15CST-IGE-2-09
Ven 15/03/201911:00 - 12:15CST-IGE-2-09
Ven 22/03/201911:00 - 12:15CST-IGE-2-09
Mar 26/03/201913:00 - 14:30CST-Amphithéâtre Jean Ducruet-0-Salle annexe
Ven 05/04/201911:00 - 12:15CST-IGE-2-09
Ven 12/04/201911:00 - 12:15CST-IGE-2-09
Ven 03/05/201911:00 - 12:15CST-IGE-2-09
Ven 10/05/201911:00 - 12:15CST-IGE-2-09
Ven 17/05/201911:00 - 12:15CST-IGE-2-09
Mar 28/05/201912:30 - 15:30CST-Amphithéâtre Jean Ducruet-0-Salle annexe
Mer 12/06/201915:45 - 18:45CST-IGE-1-08
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