597 Models, Methods And Techniques Of Quality Management

597 Models, Methods And Techniques Of Quality Management

  • Study programme and level: Master’s joint study programme Management in Administration 2nd Cycle
  • 2nd year
  • 7 ECTS
  • Course type: proffesional elective
  • Lectures: 21
  • Seminar: 11
  • Other study activities: 118
  • Individual work: 60
  • Language: English, Serbian, Slovene
  • Lecturer: Jovan Filipović, PhD


1. Content (Syllabus outline)

Modern understanding of concepts of industry and services. The dimensions of quality.
Effectiveness and efficiency. The trilogy of quality. The systematic approach to quality.
Quality system. The system for quality management. Definitions of methods, techniques and tools. Tools for process design (statistical experiment, Tague method, QFD method, show-Yoke). Basic tools of quality. PDCA cycle. The quality and organizational structure. Quality costs. ISO 9000:2000. Models QMS. ISO 9000:2000 Series Standards. Accreditation and certification.
Solving problems, analysis of case studies on methods, techniques, tools. Review of the practices of European countries in the implementation of standards.

2. Readings

  • J. Filipović, Osnove kvaliteta, 2008 FON, Beograd,
  • J. Evans and W. Lindsay, The Management and Control of Quality, 2004 South Western College Publishing,.
  • S. Thomas Foster, Jr., Differing Perspectives on Quality, 2004 Prentice-Hall

3. Objectives and competences

Mastering the concepts and terminology, models, methods, techniques and tools of quality management.

  • To understand the importance of quality for administration, as well as the ways to plan, control, improve and assure it.
  • Ability to assess applicability of certain quality management models, methods and techniques for particular situations in specific segments of administration.
  • Ability to apply a palette of models, methods and techniques in the field of administration.


4. Intended learning outcomes:

Knowledge and understanding:
Acquired knowledge provides training for the application of the concepts, terminology, skills and tools of quality management.


5. Learning and teaching methods:

The curriculum is implemented through interactive lectures, literature study, work in teams, case studies, workshops and discussion groups.


6. Assessment

Type (examination, oral, coursework, project):

  • Student paper 40%
  • Oral or written exam 60%