Lectures, reading materials, case studies related to quality management technologies

''Quality management technologies'' is an interactive course based on blended learning and usage of MOODLE Learning Management System (LMS). Teaching material covers several topics related to customer focus in Quality management, and here are mentioned only materials related to standards:
* Text book and reading material
* Relationship between standards and markets (PPT presentation, case study, on-line test, discussion forum, wiki)
* Identification of customer requirements (3 PPT presentations, 2 case studies, 2 on-line tests, discussion forum)
* Measuring customer satisfaction (3 PPT presentations (introduction to ISO 10004), case study, 2 on-line tests, discussion forum)
* Complaints management (4 PPT presentations (complaints prevention; internal complaints handling, external dispute resolution, introduction to ISO 10001, ISO 10002 and ISO 10003), 4 case studies, 2 on-line tests, discussion forum)
* Relationships among ISO 9001 and ISO 10001, ISO 10002, ISO 10003 and ISO 10004 (PPT presentation, on-line test, discussion forum, wiki)

Original title: Predavanja, pripremni materijali, studije slučaja za kurs Tehnologija upravljanja kvalitetom

Original abstract:

Tehnologije upravljanja kvalitetom su interaktivni kurs koji se zasniva na korišćenju on-line sadržaja uporedo sa klasičnom nastavom u učionici (blended learning - MOODLE Learning Management System). Nastavni materijal pokriva nekoliko oblasti menadžmenta kvaliteta prevashodno u oblasti odnosa sa korisnicima. Navedeni su materijali u kojima se obrađuju standardi:
* Skripta i tekstovi
* Veza između standarda i tržišta (PPT prezentacija, studija slučaja, on-line test, forum za diskusije, wiki)
* Identifikacija zahteva korisnika (3 PPT prezentacije, 2 studije slučaja, 2 on-line testa, forum za diskusije)
* Merenje zadovoljstva korisnika (3 PPT prezentacije (prikaz mogućnosti za korišćenje ISO 10004), studija slučaja, 2 on-line testa, forum za diskusije)
* Menadžment prigovorima (4 PPT prezentacije (prevencija prigovora, postupanje sa prigovorima u organizaciji, eksterno rešavanje sporova, uvod u ISO 10001, ISO 10002 and ISO 10003), 4 studije slučaja, 2 on-line testa, forum za diskusije)
* Veza između standarda ISO 9001, ISO 10001, ISO 10002, ISO 10003 i ISO 10004 (PPT prezentacija, on-line test, forum za diskusije, wiki)

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Keywords:

Customer satisfaction, ISO standards, Quality management

Additional information:

Language(s):Serbian
AuthorsMijatovic, Ivana (Faculty of Organizational Sciences, University of Belgrade)
Publisher:Faculty of Organizational Sciences, University of Belgrade
First published / Last update: 2010 / 2012
Courses:1. Bachelor Level University programme at Faculty of Organizational Sciences, University of Belgrade, Serbia Course: Quality Management Technologies 2. Master II (specialized academic studies) University programme at Faculty of Organizational Sciences, University of Belgrade, Serbia Course: Standardization