PART ONE – QUALITY MANAGEMENT AND CERTIFICATION
Main definitions of the concept of quality in the business field. Garvin’s model for defining a product's quality, the quality gap models, and Kano’s model for customer satisfaction analysis. Evolution of quality business approaches: from product and process control to the systemic approaches oriented to customer satisfaction and continuous improvement. Quality standards: scope, purpose, and definitions. The main bodies for standardization, accreditation, and certification at national, European and international level. Evolution of the ISO 9001 standard for quality systems: from 'quality assurance' to 'quality management'. Introduction to the ISO 9001 requirements for the quality management system certification. The main steps for the implementation and certification of quality management systems. Quality system audit: types and purpose.
PART TWO – ENVIRONMENTAL MANAGEMENT AND CERTIFICATION
The dimensions, pillars and principles for corporate sustainability. Evolution of business strategies for the environment: management models and the ‘cleaner technologies’. The voluntary approaches for the environmental sustainability of the organisations: the ISO 14001 standard and the European Eco-management and audit scheme (EMAS). The environmental sustainability of production and consumption. The 'Life-Cycle Thinking' approach for the labels and declarations of the green products. The EU Ecolabel.
