| Abbreviation: UPRKV
|
Load: 30(L)
+ 20(E)
+ 0(LE)
+ 10(S)
+ 0(FLE)
+ 0(PEE)
|
| Lecturers in charge: |
dr. sc. Diana Božić |
| Lecturers: |
prof. dr. sc. Marinko Jurčević
(
Lectures
)
doc. dr. sc. Diana Božić
(
Seminar, Exercises
)
|
| Course description: The notion of quality and specificity of service quality. Quality Theory and Models (Deming, Malcolm Baldridge, EQA). Development
of a quality management system. Technical and exploitation parameters of quality of postal and telecommunication services.
Statistical quality control. Tools for Quality Control ( <<7 tools>>). Process flowcharts, checklists, histograms, control
charts. Cause-and-effect (CE) diagrams and Pareto priority analysis. Quality control of postal services. Quality control of
communication services. Software quality. Application of the ISO 9000 family. Total Quality Management (TQM) services. Manage
quality improvement teams and projects. Examples and tasks of statistical inference in quality control. Representativeness
of samples. Testing string coincidence. Application of control charts for numerical and attribute characteristics.
|
| Compulsory literature: |
| 1. |
Božić, D.: Autorizirana predavanja (objavljeno na e-studentu) |
| 2. |
Skoko, H.: Upravljanje kvalitetom, Sinergija d.o.o., Zagreb, 2000. |
| 3. |
Foster, S.T.: Managing Quality-An Integrative Approach (2nd ed.), Prentice-Hall, UPS, New York, 2004. |
| Recommended literature: |
| 4. |
Juran, J.M., Blanton Godfrey, A.: Juran s Quality Handbook, Mc Graw Hill, 1999. |
| 5. |
Lawrence, J.A., Pasternack, B. A.: Applied Management Science, Wiley, 2002 |
|