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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

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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