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fct Faculdade de
Ciências e Tecnologia
da Universidade Nova de lisboa

UNIDEMI

Research and Development Unit for Mechanical and Industrial Engineering

Education and Research Service



Quality in Services

 

 

What it is

 

Service provision has several characteristics different from those in manufacturing environments, which requires specific approaches and research as regards quality management and control.

 

Services provided:

 

 

Research

-       Lean and six-sigma in services

-       SPC in services, notably new approaches to process capability in services

-       Service quality and recovery for different service typologies

-       New Services Development

-       Service & Quality in the Public Sector (Health Care, Education, Govern, …)

 

Training

Courses at MSc & PhD level, post-graduation programs and in-company courses on:

-       Assessment of service capability

-       Construction and analysis of customer satisfaction surveys

-       Lean and six-sigma in services

-       Statistical Techniques for service quality

-       Service quality framework

 

Sponsors

-       Services industry and Public Sector

 

 

© 2017 UNIDEMI
Projeto Estratégico PEst-OE/EME/UI0667/2014