Study Guide

Objective

The student knows different quality viewpoints and basic quality improvement tools. The student knows the principles of the most common quality- and environmental systems.The student is familiar with logistics service quality dimensions in demand-supply chains and common quality indicators and can analyse logistics service quality.

Content

Viewpoints and dimensions of qualityTQMquality improvement toolsquality and environmental systemsISO9000, EFQM, EMAS. Viewpoints of logistis services and measuring service quality.

Location and time

The student can take the course together with an older study group

Materials

The material is informed in Moodle

Teaching methods

Scheduled track:
The student proceeds in accordance the timetable

Independent track:
The student can perform the course or part of it integrated in work life if he/she works in quality management tasks

Blended track:
The student can take the course together with an older study group

Employer connections

No practical training included in the course

Exam schedules

Service Quality: on 21.1.2019 and 4.2.2019

Completion alternatives

The student can perform the course or part of it integrated in work life if he/she works in quality management tasks

Student workload

The student´s work loud is in average about 135 h

Further information

The course consists of two parts: Quality and environmental management and Service quality

Evaluation scale

1-5

Assessment methods and criteria

Service quality: assessment is based on exams

Assessment criteria, fail (0)

Service quality: grade for one or both of the exams < 50 %

Assessment criteria, satisfactory (1-2)

Service quality: grade for the exams in total 50 - 69 %

Assessment criteria, good (3-4)

Service quality: grade for the exams in total 70 - 89 %

Assessment criteria, excellent (5)

Service quality: grade for the exams in total 90 - 100 %