Class Quality Management

This curricular unit introduces concepts and principles of quality management, necessary to implement and maintain a quality management system according to ISO standards and World Tourism Organization (UNWTO). The quality in services and tourism products is thus a distinguishing factor for tourist destinations, namely for hotels and restaurants of these destinations. For these reasons, it is vital the implementation of quality management systems, as well as the certi¿cation of tourism companies, through internationally accepted technical standards. There is a pressing need for academia to work together with the market that is still in the beginning of this certi¿cation process in Portugal.

1. Conceptual framework

1.1. Concept of Quality in Tourism

1.2. Quality and the visitor/customer

1.3. Quality Standardization in Tourism

2. From theory to practice: Quality implementation - management and tools

2.1. Quality in tourism products and services

2.2. Implementation of quality management

2.3. Quality Marketing

2.4. Tools for Quality

2.5. Personal quality management

2.6. New quality management technologies

3. Quality management certification and auditing

3.1. Quality warranty

3.2 Quality standards

3.3. The culture of quality in human resources

Theoretical classes with exposition of the subject and discussion of themes using the expositive and interrogative methods.

Practical classes, privileging active methods, using practical exercises, case studies, analysis and discussion of scienti¿c articles.

Study visits, for on-site observation and contact with the different actors of the tourism system.

Evaluation:

Written test 40% Practical work 50% Participation 10%

• ISO (International Organization for Standardization), 2015, Norma NP EN ISO 9001: 2015-Sistemas de Gestão da Qualidade - Requisitos, Tradução do original do Instituto Português da Qualidade.
• Pinto, Abel; Soares, Iolanda (2011) Sistemas de Gestão da Qualidade. Guia para a sua Implementação, Edições Sílabo.
• Teixeira, S.J. (2019). ?Quality Management in Tourism Services - A Literature Review and Case Study?. Revista Turismo & Desenvolvimento, n.32, pp. 9 ? 24.