Quality Management in Tourism
Master's degree in Development of Cultural Tourism Products
6 ECTS; 1º Ano, 2º Semestre, 30,0 T + 15,0 TP
Basic knowledge of statistics.
On completion of this unit students should be able to develop and implement quality control and assurance systems, analyse quality costs and implement statistical control systems.
1 - Introduction - The historical context of Quality.
2 - Quality management systems. Quality assurance standards.
3 - Certification. Standard ISO 9001. Accreditation of organisations. ISO 17025.
4 - Audits.ISO Standard 19011.
5 - Service quality.
6 - Statistical control of the process.
Theoretical component: written test. Theorical-practical component: report on literature review.
Final mark is the average of the two components. Minimum pass mark is 10/20 in both components.
- Sarmento, M. (2003). GESTÃO PELA QUALIDADE TOTAL NA INDÚSTRIA DO ALOJAMENTO TURÍSTICO. Lisboa: Escolar Editora
- Martins, A. e Sarmento, M. (2011). ECONOMICS AND MANAGEMENT OF TURISM - TRENDS AND RECENT DEVELOPMENTS. Lisboa: Universidade Lusíada Editora
- Pires, A. (2007). Qualidade - Sistemas de Gestão da Qualidade. Lisboa: Edições Sílabo
- Hoyle, D. (2005). ISO 9000 QUALITY SYSTEMS HANDBOOK. Oxford: Butterworth-Heinemann
Method of interaction
Lectures supported by case study analysis and exercise solving.
Software used in class