IPLUSO 23221

Quality Management in Tourism

• ApresentaçãoPresentation

  The complexity and globalization of competitiveness has made quality one of the most important factors for destinations and tourist companies to achieve a competitive advantage over competitors. The quality of services and tourism products is thus a distinguishing factor for tourist destinations and their operators. For these reasons, it is vital to implement quality management systems, as well as the certification of tourist companies, through internationally accepted technical standards. As the tourism system consists of such a vast and distinct set of products and services, it is of the utmost importance to address the quality of each of these components, in order to achieve total quality.
• ProgramaProgramme

  1.  Introduction to Quality Management 2.  Implementation of Quality Management Systems 3.  Quality Management Certification 4.  Quality audits 5.  Quality in Tourism Products and Services
• ObjectivosObjectives

  This Curricular Unit aims to provide students with knowledge on quality management in the tourism system. It is intended that students explore the concepts related to the implementation of quality systems, the certification of tourist companies in tourist destinations. At the end of the semester, the student must be able to: 1.  Understand the scope of the concept of quality in the tourism system; 2.  Understand the process of implementing a quality system; 3.  Understand the concepts of quality certification and accreditation; 4. Identify the requirements to establish, document, implement and maintain a quality      management system in accordance with ISO 9001 and the guidelines of the Technical Commission for Standardization for Tourism - CT 144; 5. Recognize the importance of quality in the different components and operations of tourism and tourist destinations.
• BibliografiaBibliography

  ISO (International Organization for Standardization). (2015). Norma NP EN ISO 9001:2015 - Sistemas de gestão da qualidade: Requisitos. Instituto Português da Qualidade. Pires, A. R. (2007). Qualidade: Sistemas de gestão da qualidade (4ª ed.). Edições Sílabo. Pinto, A., & Soares, I. (2011). Sistemas de gestão da qualidade: Guia para a sua implementação. Edições Sílabo.  
• MetodologiaMethodology

  Expository method in classroom sessions and discussion of themes, guided practice sessions, and development of practical work. It is planned to use the "Problem-Based Learning" (PBL) methodology, which promotes active learning centered on students, confronting them with complex real-world problems. Continuous assessment: Written group work, with oral presentation (100%). Final exam assessment: The final grade to be awarded matches the grade obtained in the final exam.
• LínguaLanguage

  Português
• TipoType

  Semestral
• ECTS

  5
• NaturezaNature

  Mandatory
• EstágioInternship

  Não