7/25/2019 Managementul calitii procesului educaional
1/49
UNIVERSITATEA VALAHIA DIN TRGOVITE
FACULTATEA DE TIINE ECONOMICE
SPECIALIZAREA MANAGEMENT
Managementul calitii procesului
educaional al Liceului TehnologicNicolae Ciornescu
Prof. ndru!"or# M$r%&' Du$%!
Au"or#
M'"'%(& R!)*'n
T+r,o*$-"&
/01
7/25/2019 Managementul calitii procesului educaional
2/49
Introducere
Managementul este cea mai nou dintre tiine i cea mai veche dintre arte
A d&%$2 2! r&'3$)&) '%&'2"! 3u%r'r& n"ru%+" ' fo2" &3&* 3' L$%&u3 T&(no3o,$%
4N$%o3'& C$or!n&2%u5 d$n T+r,o*$-"&6 -$ $7' dor$" %' 8r$n un%' &' 2! 8o" 'du%&
*'3o'r& 'd!u,'"! '%&2"u$ 3$%&u n %'r& &u ' n*!9'" : 'n$.
;n 3u%r'r&' d& f'9! *&9$ ,!2$ $nfor'9$$ $8or"'n"& d&28r& 'n',&&n"u3 %'3$"!9$$6
d&28r& %'3$"'"&' n*!9!+n"u3u$ d'r -$ d&28r& 2$2"&u3 d& 'n',&&n" d$n 3$%&u.Lu%r'r&' &2"& 2"ru%"ur'"! 8& 8'"ru %'8$"o3& du8' %u ur&')!#
7 C'8$"ou3 0 %u8r$nd& no"$un$ "&or&"$%& d&28r& %on%&8"u3 d& %'3$"'"&6 'n',&&n"
'3 %'3$"!9$$6 %'3$"'"&' n 2$2"&u3 d& n*'9!+n"6 %+" -$ $nfor'9$$ d&28r& 8r$n%$8$$3&
'n',&&n"u3u$ %'3$"!9$$.
7 ;n %'8$"o3u3 ' r&'3$)'" o 2%ur"! 8r&)&n"'r& ' L$%&u3u$ T&(no3o,$% 4N$%o3'&
C$or!n&2%u56 8orn$nd d& 3' $2"or$%6 %ondu%&r&' -%o3$$6 &%($8' 'n',&r$'3!6 d$',no2"$%u3
"&(n$% -$ "&r$n+nd %u 'n'3$)' r&2ur2&3or u'n&.
7 C'8$"ou3 1 %u8r$nd& $nfor'9$$ d&28r& S$2"&u3 d& M'n',&&n"6 *$)$un&' -$
$2$un&' 3$%&u3u$6 %
7/25/2019 Managementul calitii procesului educaional
3/49
CUPRINS
CPIT!LUL "# Managementul calitii $ noiuni teoretice
0.0. Con%&8"u3 d& %'3$"'"& -$ %on%&8"u3 d& 'n',&&n" '3 %'3$"!9$$.......... 8. :0.. A2$,ur'r&' -$ &*'3u'r&' %'3$"!9$$ n &du%'9$&.......................................8. .O.T...............................................................................8. 1B
C!NCLU-II SI PR!PUN.RI...............................................................8. :1
/I/LI!(R0I.......................................................................................8. :B
N.1.
1
7/25/2019 Managementul calitii procesului educaional
4/49
CPIT!LUL "# Managementul calitii $ noiuni teoretice
"2"2 Conceptul de calitate 3i conceptul de management al calitii
C'3$"'"&' r&8r&)$n"! o 3'"ur! &2&n9$'3! ' 8rodu2&3or -$ 2&r*$%$$3or. ;n %onfor$"'"&
%u 2"'nd'rd&3&6 4calitatea reprezint ansamlul de proprieti i caracteristici ale unui
produs sau serviciu care i con!er acestuia aptitudinea de a satis!ace necesitile
e"primate sau implicite ale clientului0.
;n"r7o d&f$n$$& fo'r"& ,&n&r'3! d$n#icionarul e"plicativ al limii romne #$%
online 2& 'f$r!# C'3$"'"&' &2"& "o"'3$"'"&' n2u$r$3or $ 3'"ur$3or &2&n$'3& n *$r"u"&'
%!ror' un 3u%ru &2"& %&&' %& &2"&6 d&o2&=$ndu72& d& %&3&3'"& 3u%rur$. ;n2u-$r& =un! 2'u
r&'6 f&3 d& ' f$ =un 2'u r!u.
S"'nd'rdu3 ISO B:/ d&f$n&-"& %'3$"'"&' %' r&8r&)&n"+nd 'n2'=3u3
%'r'%"&r$2"$%$3or un&$ &n"$"!9$6 %'r& $ %onf&r! '8"$"ud$n&' d& ' 2'"$2f'%& n&*o$3& &8r$'"&
2'u $83$%$"&.
Confor '%&2"&$ d&f$n$9$$#
%'3$"'"&' nu &2"& &8r$'"! 8r$n"r7o 2$n,ur! %'r'%"&r$2"$%!6 %$ 8r$n"r7un 'n2'=3u d&
%'r'%"&r$2"$%$
%'3$"'"&' nu &2"& d& 2$n& 2"!"!"o'r&6 &' &$2"! nu'$ n r&3'9$' %u n&*o$3& %3$&n9$3or
%'3$"'"&' &2"& o *'r$'=$3! %on"$nu! -$ nu d$2%r&"!
8r$n %'3$"'"& "r&=u$& 2'"$2f'%u"& nu nu'$ n&*o$3& &8r$'"&6 d'r -$ %&3& $83$%$"&.
En%$%3o8&d$' r$"'n$%! of&r! o d&f$n$$& ' %'3$"!9$$ n f$3o)of$& # o 8ro8r$&"'"& %'r&
2& '83$%! o=$&%"&3or %on2$d&r'"& 2&8'r'"6 n %on"r'2" %u r&3'$' %'r& 2& '83$%! o=$&%"&3or
3u'"& n 8&r&%($6 %"& "r&$ &"%....
0PRUTEANU6O.6 M'n',&&n"u3 C'3$"!9$$ To"'3&6 Jun$&'6 I'-$6 8. /
:
7/25/2019 Managementul calitii procesului educaional
5/49
D& &n9$on'" %! d$%9$on'r&3& 2'u 3$"&r'"ur' d& 28&%$'3$"'"& of&r! nu&ro'2& '3"&
d&f$n$9$$ '3& %'3$"!9$$6 %' d& &&83u#
C'3$"'"&' &2"& 2'"$2f'%&r&' %3$&n"u3u$ K%u2"o&r 2'"$2f'%"$on5
C'3$"'"&' &2"& '8"$"ud$n&' d& ' f$ %or&28un)!"or u"$3$)!r$$ Kf$"n&22 for u2&5
C'3$"'"&' &2"& %&&' %& %3$&n"u3 & d$28u2 2! 83!"&'2%! n fun%9$& d& %&&' %& o=9$n& -$
*'3or$f$%!.
E2&n9$'3 &2"& %' n %'3$"'"& d& 8rodu%!"or$6 furn$)or$ 2'u 8r&2"'"or$ d& 2&r*$%$$ 2!
d&"&r$n! n&%&2$"!9$3& %3$&n9$3or no-"r$ -$ 2! 3& 2'"$2f'%& 3' un 'nu$" 8r&9. Pu"&6 8r$n
ur'r&6 2! '$ d! -$ ur!"o'r&' d&f$n$9$& %'3$"!9$$#
&alitatea este aptitudinea de utilizare potrivit i valoarea o!erit pentru anii
cheltuii' toate acestea avnd n vedere' permanent' (satis!acerea clienilor).
R&)u3"! d& '$%$ %! "&r&nu3 d& %'3$"'"& 'r& un n9&3&2 '$ 3'r, %u8r$n)+nd o 3'"ur!
"&(n$%! 2'u $n"r$n2&%! 2"r$%" 3&,'"! d& %'r'%"&r$2"$%$3& 8rodu2u3u$ 2'u 2&r*$%$u3u$6 un ,r'd
d& u"$3$"'"& %& 2& r&f&r! 3' !2ur' n %'r& '%&2"' 2'"$2f'%& n&%&2$"!9$3& %3$&n"u3u$ -$ &*$d&n"6
o %o8on&n"! &%ono$%! d&"&r$n'"! d& %o2"ur$3& $83$%'"& d& 8ro%ur'r&' -$ u"$3$)'r&'
8rodu2u3u$1.
Conceptul de calitate total
Co8&"$"$*$"'"&' un&$ f$r& & d&"&r$n'"! d& of&r"' 2'6 %& "r&=u$& 2! f$&
%'r'%"&r$)'"! 8r$n"r7un 8rodu2 '"r'%"$*6 '*+nd o %'3$"'"& 'd&%*'"!6 3' un 8r&9 %o8&"$"$*6 -$
'*+nd %' 8r$ o=$&%"$* 2'"$2f'%&r&' n&%&2$"!9$3or %3$&n"u3u$.
C'3$"'"&' "o"'3! r&8r&)$n"! un nou od&3 &*o3u"$* d& 'n',&&n" %'r& $n%3ud&
8r'%"$%$6 $n2"ru&n"& -$ &"od& d& 'n,r&n'r& ' n"r&,u3u$ 8&r2on'36 '*+nd %' o=$&%"$*
2'"$2f'%&r&' %3$&n"u3u$ n"r7un &d$u 'f3'" n"r7o 2%($='r& %on"$nu!. C'3$"'"&' "o"'3! 8o'"&
f$ d&f$n$"! %' un 'n2'=3u d& 8r$n%$8$$ -$ &"od& r&un$"& n"r7o 2"r'"&,$& ,3o='3!6 8u2! n
2PRUTEANU6O.6 M'n',&&n"u3 C'3$"!9$$ To"'3&6 Jun$&'6 I'-$6 8. :3CIOANU M 6-6'6 In,$n&r$' C'3$"!9$$ Ed.Pr$n"&%(6 8.
7/25/2019 Managementul calitii procesului educaional
6/49
'83$%'r& n"r7o 2o%$&"'"& %o&r%$'3! 8&n"ru ' =un!"!9$ %'3$"'"&' 8rodu2&3or -$ 2&r*$%$$3or
2'3&6 %'3$"'"&' fun%9$on!r$$ 2'3&6 8r&%u -$ %'3$"'"&' o=$&%"$*&3or 2'3&:. S%o8u3 '83$%!r$$
2"r'"&,$&$ %'3$"!9$$ "o"'3& &2"& d&)*o3"'r&' n"r&8r$nd&r$$6 '2$,ur'r&' r&n"'=$3$"!9$$ '%&2"&$'6
2'"$2f'%&r&' -$ '"r',&r&' 28r& f$d&3$"'"& ' %3$&n9$3or.
G&2"$un&' %'3$"!9$$ r&8r&)$n"! un nou %on%&8" d& '2$,ur'r& ' %'3$"!9$$ 8rodu2&3or6 %&
2& =')&')! 8& no$ r&,u3$ %o8'r'"$* %u odu3 "r'd$"$on'36 n*&%($"6 d& '2$,ur'r& '
%'3$"!9$$.
Top Related