Class Quality Management in Tourism

This curricular unit introduces quality management concepts and principles aimed at tourism. It brings the main skills and technical knowledge necessary to implement and maintain a quality management system in accordance with the Portuguese quality standards for tourism, ISO 9001:2015 and the World Tourism Organization (UNWTO). The quality of tourist services and products thus constitutes a distinguishing factor for tourist destinations. For the above reasons, it is essential to implement quality management systems, as well as the certification of tourist companies, through internationally accepted technical standards.

-  Concepts of Quality and total quality.

- Portuguese Quality System.

- Quality Management Systems (NP EN ISO 9001)

Evolution of the standards system

Direct and associated processes

- Quality tools and techniques:

Self-assessment; Ishikawa Diagram, Pareto Rule and ABC; Histograms, Control Charts

- EFQM model and the RADAR approach

The course includes an approach that enables the apprehension of practical knowledge to develop management strategies for quality service of tourism resources aligned with the development model of the respective destinations.

The expository and interrogative lessons (points 1 to 2 of the course contents) will focus on understanding key concepts.

The demonstrative and application lessons (points 3 to 5) will include the realization of works aimed at the quality management of a tourism service.

Continuous assessment will include the following elements:

- Group work, carried out and delivered in several stages throughout the academic semester: 40%.

- Individual work developed in class: 40%;

- Participation and assiduity: 20%.

As an innovative methodology to support the teaching-learning process, Microlearning and Online Collaborative Learning will be used.

• Assaf, A. G., & Tsionas, E. G. (2015). Incorporating destination quality into the measurement of tourism performance: A Bayesian approach. Tourism Management, 49, 58-71.

• Akroush, M. N., Jraisat, L. E., Kurdieh, D. J., AL-Faouri, R. N., & Qatu, L. T. (2016). Tourism service quality and destination loyalty–the mediating role of destination image from international tourists’ perspectives. Tourism Review.

• David, L. G., Davis, S. Quality Management for Organizational Excellence: Introduction to Total Quality, 7th Editions. Pearson. Harlow. (2014).