INTRODUCTION

Quality Systems

Prof. Maria Francesca Renzi

Dott.ssa Roberta Guglielmetti

Short bio Prof. Maria Francesca Renzi • Full professor at the Department of Business Studies, University of Rome

Tre. She teaches “Quality management”, “Quality systems” and “Corporate

social responsibility.

• The main areas of interest are: Customer satisfaction management;

operations management and lean organization; Cultural heritage

management visitors attitude, satisfaction and behavior; Quality

management in the public sector.

• She is coordinator of several national and international research projects

related to the above areas of interest, in which there are involved different

kind of public institutions and private companies (Poste Italiane, Department

of Public Function, Revenues Agency, INPS, ACI, AdR, Formez).

• She is member of NetMuse international Project, Italian Academy of

Commodity Science and International Society of commodity Science and

Technology.

• She is Chair of Master Degree Program in Economics and Management;

Coordinator of Executive Master program in “Quality in the public sector”;

Delegate of the Rector for the project “Policies, Quality and Communication

of the University of Roma Tre”; Member of the Evaluation Board of the

University of Viterbo “La Tuscia”; (has been) Vicar Director of the

Department in Business Economic and Law - University of Roma Tre.

Short bio Dott. Roberta Guglielmetti

Mugion

– Professor on contract, Department of Business Studies, University of Roma

Tre in:

– Quality Systems and Operations Management

– Commodity and quality certification.

– PhD in Commodity Science and Quality Management

– Research interests:

• Principles, methods and models of Quality Management in the

Public Sector

• Lean approach

• Consumer behavior and Customer satisfaction management

• Service Improvement

• Food quality and safety

• Cultural heritage management

• Corporate social responsibility.

• Involved in national and international projects in the Cultural Heritage and

Public sector.

Short bio Laura Di Pietro

• PhD candidate in Commodity Science and Quality Management at

Department of Business Studies of Roma Tre University. On May she will

defence her thesis on "Cultural Technological District and cultural visitors

behaviour".

• Her research interests are linked to principles, methods and models of

Quality Management applied in different areas. In particular she is

interested in Cultural Heritage Management, Customer Satisfaction

Management and Service Improvement in public and private sector.

• During her Ph.D. she focused her attention on Cultural Heritage

Management, studying new methods to measure visitors satisfaction,

attitude and behaviour, the technological implementation for the provision of

innovative services and new models for managing cultural sites.

• Laura Di Pietro took part at different national project on cultural heritage

services and public sector improvement. She is member of NetMuse

international Project, Italian Academy of Commodity Science and

International Society of commodity Science and Technology.

QUALITY SYSTEMS

o The aim of this course is to prepare students about theorethical and

technical aspects of Quality Systems&Operations Management:

• Managing Quality Systems (QS need to be designed and

• implemented considering the customer feedback tools; voluntary

• certification that means cosnistancy with international standards)

• Improving the Operations (focus on continuous improvement of

• internal and external perfomances).

o During the course we are going to analyze the following topics:

• Models, methods and tools of TQM Philosophy, with particular

• attention to: customer focus, process design, improving operations

• and statistical tools for quality control.

• Operations on Quality Systems (Inspection, control and audit) and International Quality Standards

• Lean Approach and Operations.

TRAINING OBJECTIVES

• FOCUS on voluntary certification systems

• During the course we are going to analyse the most important International Standards that companies can apply to obtain the voluntary certification

• We will examine the Standards together in the classroom in order to study them in details

• Exercises and case study on this standards, and in particular about ISO 9000, will be used

LEARNING OBJECTIVES

Explore the definition of quality

Understand operational and customer-based measures of quality

Understand techniques for quality improvement from operational and

customer perspective

Understand the philosophy of Total Quality Management (TQM)

Describe the concept of Lean Six Sigma improvement

Understand the objective of the ISO 9000 quality standards

Understand the use of statistical tools in process control and decision

making.

Learning in Practice The course will provide case studies, practical applications,

Project Works and external contributions.

Exam schedule

It is composed of a written exam with multiple choise questions and

of a voluntary oral test

We have planned two intermediate exams (April and May 2014)

References

David Hoyle, Quality Systems Handbook, updated for the ISO

standard 9001:2008, Sixth edition, BH, 2009

Andrew Greasley, Operations Management, Wiley,

Third edition, 2013

ISO Standars (9001, 9004,19011), OHSAS 18001

EXAM

• It is composed of a written exam in English

with multiple choise questions and of a

voluntary oral test

• We have planned two intermediate exams

that are voluntary:

• Second week of April

• Second week of May

CONSULTING HOURS

• Prof. Renzi: Tuesday 3pm -4pm

• Dott. Guglielmetti: Tuesday 3pm -4pm

On the web site you can check for news.

What is a management system?

• A management system describes the set of

procedures an organization needs to follow in order to

meet its objectives.

• In a small organization there may not be an official

system, just ‘our way of doing things’. Often ‘our way

of doing things’ is not written down, instead it is in the

head of the staff.

• However, the larger the organization the more likely it

is that there are written instructions about how things

are done. This makes sure that nothing is left out and

that everyone is clear about who needs to do what,

when and how. When an organization systemizes how

it does things, this is known as a management system.

VOLUNTARY CERTIFICATION

A CERTIFICATION BODY VERIFIES THE CONFORMITY OF A

SYSTEM, PRODUCT OR PERSON TAKING INTO CONSIDERATION

A VOLUNTARY STANDARD

THE CERTIFICATE PROVIDES

EVIDENCE THAT AN ORGANIZATION HAS THE CAPABILITY TO MEET

CUSTOMER REQUIREMENTS AND REGULATORY REQUIREMENTS

RELATING TO THE SUPPLY OF CERTAIN GOODS/SERVICES

VOLUNTARY CERTIFICATION

• Products/services

• The quality management system

• Competences of people

Standards:

– Quality: Family of ISO 9000

(9001:2008 and 9004:2009)

– Others: • Environment (Iso 14000)

• Safety and Security (OHSAS 18000)

• Social responsibility (ISO 26000)

• Food security (ISO 22000)

• Information security (27000)

ISO survey 2012

Summary of statistics

ISO survey 2012

Summary of statistics

ISO survey 2012

Summary of statistics The latest edition reveals a healthy growth

across the board for all certifications at the end

of 2012, exhibiting a worldwide total of

1 504 213 certificates across 191 countries.

All seven ISO management system

standards are showing an increase

compared to 2011

China remains in the top 10 countries for

six out of the seven standards covered in

this survey

PROCESS OF CERTIFICATION

ISO 9001

IT IS CONFORMED

TO ISO 9001:2008 for its quality management system

A QUEST FOR CONFIDENCE

BUSINESS TO CONSUMER

• Customers demand

confidence for quality and

safety of products

• They can select their

suppliers considering:

– Past experiences, word of

mouth

– Assessing the capability of

potential suppliers

themselves

– An assessment of capability

performed by a third party

BUSINESS TO BUSINESS

• Every firm have to decide the criteria to choose its suppliers

• A supplier that has the ISO 9001 certification is a guarantee

• To be certificated ISO 9001 means that your firm works taking into consideration the quality management principles

• So, your products and the processes of production respect some common standards of quality and security

ISO 9001 CERTIFICATION is the ANSWER

for giving confidence

• To improve its performances in terms of efficiency

• To satisfy the customers and suppliers needs and requirements

• Companies can use the certicate to communicate to customers/suppliers

• To shorten the gap of information between companies and customers

• To be alligned to the market changes

• To gain competitiveness

• To win business outside

its community from customer that

have no knowledge of its capability

The quality system

is conformed

to ISO 9001:2008

Logo CB

REASONS WHY A FIRM SEEKS ISO

9001 CERTIFICATION

COMPANY

MARKET

MAIN BENEFITS TO BE CERTIFIED

ISO 9001

• The value of an independent external audit

of the management system

• The pressure to formalize the

management system

• The acknowledgement that certification

brings in the market place