Università degli Studi di Napoli "Parthenope"

Teaching schedule

Academic year: 
2014/2015
Belonging course: 
Course of Bachelor's Degree Programme on BUSINESS ADMINISTRATION
Location: 
Napoli
Disciplinary sector: 
MANAGEMENT (SECS-P/08)
Credits: 
6
Year of study: 
3
Teachers: 
Cycle: 
First Semester
Hours of front activity: 
48

Language

ITALIAN and ENGLISH (some topics will be explained in English according to the students’ requests).

Course description

The course provides the students the basic knowledge about theorethical issues, as well as about methodological and managerial concerns belonging to the Total Quality Management. Particulalry, the course provides methodologies and tools to manage firms in the most effective way, be them industrial and service organizations.

Prerequisites

Quality Management may be chosen within a group of other suggested disciplines. The course is addressed to bachelor students in Management belonging to the third year. As a consequence, basic knowledge about Management, as well as about the teachings belonging to the first and the second years is required.

Syllabus

Total Quality Management and the Six Sigma - Operations consulting and reengineering - Project management - Supply Chain Management – Operations Management - Material Requirements Planning - Operations Scheduling - Synchronous manufacturing - Theory of Constraints – Relevance and Diffusion of services – Types of services – Relevance of customers’ needs, expectations and perceptions – Differences between services and goods – Notion of experiences – Importance of planning services – Theoretical background and tools to plan services - Importance of planning with improvisation-service quality and customer satisfaction: what differences? -The main models of service quality - Gap analysis model/Servqual – Drivers of Perceived Quality and Expected Quality – Safety, environment and social responsibility: sustainability and CSR– Quality and environmental sustainability in industry: the empirical evidence of eco-friendly productions – Environmental certifications – Quality and Sustainability in Human Resource Management - Quality and Sustainability in modern economy: the development of Medical Tourism.

Teaching Methods

The course will be organized in lessons and discussions of the suggested readings

Textbooks

Chase R.B., Jacobs R.F., Grando A., Sianesi A. (2011), Operation Management nella produzione e nei servizi, McGraw-Hill, Milano, limitatamente ai seguenti capitoli 4, 7, 8, 9, 13, 14, 16, 17, 18.
Bateson J.E.G., Douglas Hoffman K., (2000), Gestire il Marketing dei Servizi, Apogeo, Milano, limitatamente ai capitoli 11 e 14
Zeithman V.A., Bitner M.J (2002), Il Marketing dei Servizi (a cura di Enrico Bonetti, McGraw-Hill, Milano), capitoli 1, 5 e 8
Mariano L. (2008), Responsabilità Etica d’Impresa. Teoria e Buone Prassi, Liguori Editore, Napoli, capitolo 2.
Canestrino R. Battisti E.; Bonfanti A.; Castellani P.; Pasqualino L.; Rossato, C. (2015), Do the Investments in Architectural Design help Companies to be more Sustainable? Findings from an Exploratory Study, Conference Book of Proceedings of 8th Annual Conference of the Euromed Academy of Business “Innovation, Entrepreneurship and Sustainable Value Chain in a Dynamic Environment”, University of Verona, September 16-18, 2015, Proceedings edited by Demetris Vrontis, Yaakov Weber and Evangelos Tsoukatos, EuroMed Press, pp. 205-218; ISBN: 978-9963-711-37-6
Canestrino R., Magliocca P., Guarino A., Environmental Sustainability and Organic Wine Production: Evidences from Italian Industry, Mercati e Competitività, 2/2016, pp. 83-111,: ISSN 1826-7386, ISSNe 1972-486
Canestrino R.; Ferulano E., Pierro B.; Magliocca P. (2016), Trasformare l’utopia in realtà mediante percorsi di Social Innovation: l’esperienza di Chikù, Quaderni di Economia Sociale, 2/2016, pp. 51-58
Canestrino R.; Magliocca P.; Nigro C., Drivers and Implications of Medical Tourism: a neo-institutional perspective, in “Sinergie” – The Italian Journal of Management, 33 (97), pp. 271-289, ISSN 0393-5108
Carroll, A. B. (1991). The pyramid of corporate social responsibility: Toward the moral management of organizational stakeholders. Business Horizons, 34(4), 39-48.
Colurcio, M., & Mele, C. (2007), Quality Management, Creatività e Talenti, atti del convegno Società Italiana di Marketing, “IL MARKETING DEI TALENTI”, Roma, 5-6 ottobre 2007
Pizzurno, E. (2011). Le opportunità della gestione ambientale d'impresa: il caso Palm. Luic Paper, 243, 1-34.

Learning assessment

The examination will include a written test about all the issues about all the examined topics, and an oral interview aiming to assess the learning achievements.

More information

The course will be organized in multiple blocks of classes. The duration of each block will depend on the students’ knowledge and on their familiarity with the basic concepts of business management.
In general, the classes will be organized as following:
I block (30 hours): QUALITY MANAGEMENT AND PLANNING
Total Quality Management and the Six Sigma - Operations consulting and reengineering - Project management - Supply Chain Management – Operations Management - Material Requirements Planning - Operations Scheduling - Synchronous manufacturing - Theory of Constraints
II block (9 hours): QUALITY IN SERVICES
Relevance and Diffusion of services – Types of services – Relevance of customers’ needs, expectations and perceptions – Differences between services and goods – Notion of experiences – Importance of planning services – Theoretical background and tools to plan services - Importance of planning with improvisation-service quality and customer satisfaction: what differences? -The main models of service quality - Gap analysis model/Servqual – Drivers of Perceived Quality and Expected Quality
III block (9 hours): FROM QUALITY MANAGEMENT TO SUSTAINABILITY
Safety, environment and social responsibility: sustainability and CSR– Quality and environmental sustainability in industry: the empirical evidence of eco-friendly productions – Environmental certifications – Quality and Sustainability in Human Resource Management - Quality and Sustainability in modern economy: the development of Medical Tourism.

Mutuazioni