- Docente: Massimo Mamoli
- Credits: 2
- SSD: SECS-P/10
- Language: Italian
- Teaching Mode: Traditional lectures
- Campus: Bologna
- Corso: Second cycle degree programme (LM) in Nursing and Midwifery Sciences (cod. 8488)
Course contents
1 - Introduction to the Company
Company's Concept : Economic (Zappa) and Legal (art. 2555 cc)
General Systems Theory (Ludwig Von Bertalanffy, 1968)
Corporate Social Responsibility's ; Theory and the Stakeholders
Bain's Theory (1959): Structure - Conduct - Performance
2 - Organizational theories:
Taylor - Fayol - Mayo
Maslow - Mc Gregor - Herzberg
Mintzberg
3 - Management Quality Systems
Some definitions: ISO 8402/1986; Q. Expected - Q. Actual - Q. Perceived (Customer Satisfaction Questionnaire)
Technical definition: Juran, 1951 and Crosby, 1979.
Commercial definition: Drucker, 2006.
Q. developed by Parasuraman, 1988
The 8 basic principles of Quality
The subjects of the Quality System: Companies - State - Certification bodies - Accreditation bodies
The certification process: the tools of Quality System (Quality Manual - Procedure Manual - Register of Complaints - Incentives)
The cost of "non Quality" developed by Crosby.
The models to analyze the Q. = A) The 6 P's of Q. ; B) the Ishikawa's "fishbone" ; C) the continuous improvement developed by Deming ; D) Kaizen's 5 S.
Correlation between Behavior - Quality - Customer Satisfaction: 1) Gallup Research; 2) Servqual model; 3) Rosander-ASQC model
Team work: reflections on the role of the Best Manager
Teaching methods
Lecturers with discussion of some cases reported to the health care.
Assessment methods
Written, open questions
Office hours
See the website of Massimo Mamoli