INTRODUCTION. Quality Systems. Prof. Maria Francesca Renzi Dott.ssa Roberta Guglielmetti

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1 INTRODUCTION Quality Systems Prof. Maria Francesca Renzi Dott.ssa Roberta Guglielmetti

2 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.

3 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.

4 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.

5 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.

6 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

7 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.

8 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

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10 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

11 CONSULTING HOURS Prof. Renzi: Tuesday 3pm -4pm Dott. Guglielmetti: Tuesday 3pm -4pm On the web site you can check for news.

12 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.

13 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

14 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)

15 ISO survey 2012 Summary of statistics

16 ISO survey 2012 Summary of statistics

17 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 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

18 PROCESS OF CERTIFICATION ISO 9001 IT IS CONFORMED TO ISO 9001:2008 for its quality management system

19 A QUEST FOR CONFIDENCE 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 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 ISO 9001 CERTIFICATION is the ANSWER for giving confidence

20 COMPANY REASONS WHY A FIRM SEEKS ISO 9001 CERTIFICATION 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 MARKET 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 Logo CB The quality system is conformed to ISO 9001:2008

21 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

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