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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 : Examen final, Examen partiel, Participation et assiduité


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
Mer 20/01/202109:30 - 10:45CST---
Mer 27/01/202109:30 - 10:45CST---
Mer 27/01/202116:30 - 17:45CST---
Mer 03/02/202109:30 - 10:45CST---
Mer 10/02/202109:30 - 10:45CST---
Mer 17/02/202109:30 - 10:45CST---
Mer 24/02/202109:30 - 10:45CST---
Mer 03/03/202109:30 - 10:45CST---
Mar 09/03/202109:30 - 10:30CST---
Mer 17/03/202109:30 - 10:45CST---
Mer 24/03/202109:30 - 10:45CST---
Mer 31/03/202109:30 - 10:45CST---
Mer 07/04/202109:30 - 10:45CST---
Mer 14/04/202109:30 - 10:45CST---
Mer 21/04/202109:30 - 10:45CST---
Mer 28/04/202109:30 - 10:45CST---
Lun 10/05/202112:00 - 14:00CST-Amphithéâtre Jean Ducruet-0-Salle annexe
Ce cours est proposé dans les diplômes suivants
 Licence en hospitality management
Licence en marketing et publicité
Licence en arts culinaires et management de la restauration