fct Faculdade de
Ciências e Tecnologia
da Universidade Nova de lisboa


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:




-       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, …)



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



-       Services industry and Public Sector



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