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