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6 Março 2023, 11:00 • Rita Sousa

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1. The EFQM Model of Excellence
2. The RADAR Model
3. The DMAIC Process and Methodology

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1 Março 2023, 12:30 • Rita Sousa

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1. Why adopt SQM?
2. The concept of Excellence

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1 Março 2023, 11:00 • Rita Sousa

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1. Level of Service
2. Measurement tools for Service Quality

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27 Fevereiro 2023, 12:30 • Rita Sousa

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1. What is Service?
2. Characteristics of the Services

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27 Fevereiro 2023, 11:00 • Rita Sousa

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1. Quality Management Tools:
   1. Cause-Effect Diagram (Pratical Exercice)
   2. Histogram
   3. Charts
   4. Control Charts