In view of the increasing market transparency fuelled by modern technologies and the constantly growing expectations of customers, quality management is becoming more and more strategically important: it is intended to ensure the long-term competitiveness of companies in the long term.
In recent years, quality management has therefore produced a large number of innovative methods for analysing and optimising company processes, including established approaches such as Six Sigma and lean management. At the same time, digital technologies such as chatbots and social media are opening up new opportunities to align quality management projects even more closely with the needs of customers (voice of the customer). Software quality also plays a key role, particularly with regard to efficient processes.
Course Content:
Foundations and methods of quality management (QM). Special focus on:
- Process-orientated QM with Six Sigma: Basics of Six Sigma and quality techniques with Six Sigma
- Use of chatbots to support operational QM: Potential of chatbots at the customer interface and AIML (Artificial Intelligence Markup Language)
- Statistical approaches to QM: Concept of process capability and concept of process stability
- Social media analysis for QM: Use of social media analyses for QM initiatives
- Complaint management for QM: Basics of complaint management and software support for complaint management
- Software quality: Dimensions and meaning of "software quality" and approaches to measuring software quality
Qualification Goals of the Module:
On degree of the module, students will be able to name and describe central objectives, tasks and methods of QM. They will be able to explain the basic idea of process-orientated QM with Six Sigma and demonstrate quality techniques to support the phases of the DMAIC cycle and apply them to specific problems. Students are familiar with various statistical approaches and methods of QM and are able to apply them. They will also be able to explain and apply various metrics and methods for measuring software quality and interpret the results. At the same time, students are familiar with the main features of operational complaint management.
The exercise has deepened the content of the lecture using examples and enabled students to analyse practical problems using selected tools (e.g. "RUPERT - Regensburg University Process Excellence and Reengineering Toolkit" and Six Sigma Tool) and derive practical recommendations for action.
| Course Language | Frequency | Hours per Week | ECTS | Exam |
|---|---|---|---|---|
| German | Summer semester | 2 lectures + 2 exercises (in compact course) | 6 | 60-minute written exam (open book) |
- Teaching staff involved: Prof. Dr Florian Johannsen, Isabel Reuter
- The documents for the course will be made available via GRIPS (script and screencast).
- Course-related achievements: A partial examination, which is included in the final grade, is not required.
- Literature:
- Will be announced continuously in the lecture. Basic works are e.g:
- Schmitt, R., Pfeifer, T.: Qualit?tsmanagement: Strategien, Methoden, Techniken, Hanser-Verlag.
- Zollondz, H.-D.: Grundlagen Qualit?tsmanagement, 3rd edition, Oldenbourg Verlag, Munich.