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UdG 30 anys

Estudia a la UdG

Dades generals

Curs acadèmic:
Estudi i aplicació del sistema de processos i protocols de producció i servei-venda dels productes hotelers i de restauració
Crèdits ECTS:


Grup A

Idioma de les classes:
Castellà (40%), Anglès (60%)


  • Dissenyar, controlar i millorar els processos de planificació i organització l'activitat turística i hotelera
  • Desenvolupar l'habilitat per argumentar i expressar-se de manera coherent i intel · ligible per elaborar textos escrits comprensibles i organitzats, així com per exposar resultats oralment i en públic
  • Desenvolupar la capacitat de diagnosticar i resoldre problemes mitjançant la recerca d'informació de diferents fonts per tal de prendre les decisions més encertades
  • Valorar críticament els procediments utilitzats en l'aprenentatge per obtenir dades rellevants en les diferents àrees d'estudi


1. 1. Introduction to quality and process management in the restaurant companies: 1. The value chain. Describe how leadership, vision/mission statements and application of resources influence an organization’s customer service focus. 2. The value for effort strategy. Develop an integrated approach to customer service process management. 3. The gastronomy and service dimensions. 4. Quality systems for a restaurant company. Understand current practices in customer and market requirement definition, satisfaction/retention, and product and process design. 5. Certification process of a quality system.

2. 2. The process strategy in a restaurant company: 1. Benefits and advantages. 2. Building a process map of the restaurant business. Develop operating systems that support excellent customer service. 3. Structure and development of a process guide for a restaurant. 4. Service blueprint for a restaurant. 5. Process implementation. Process documentation, people and restaurant organization. 6. Lean model management in restaurants. 7. Case study.

3. 3. The continuous improvement process in F&B: 1. The PDCA model. A Continuous quality improvement model. 2. Key performance indicators. Develop and implement a balanced scorecard to measure and predict process performance. 3. The problem-solving tool. A framework to identify, reduce and eliminate sub-optimal processes. 4. Auditing the management system process in a restaurant. Tools and techniques for conducting the audit engagement. 5. Case study.


Tipus d’activitat Hores amb professor Hores sense professor Hores virtuals amb professor Total
Elaboració individual de treballs 8,00 21,00 0 29,00
Prova d'avaluació 4,00 17,00 0 21,00
Sessió expositiva 13,00 0 0 13,00
Sessió participativa 12,00 0 0 12,00
Sessió pràctica 35,00 40,00 0 75,00
Total 72,00 78,00 0 150


  • Robert C. Ford, Michael C. Sturman, Cherrill P. Heaton (2011). Managing Quality Service In Hospitality: How Organizations Achieve Excellence In The Guest Experience (Hospitality Management) . Cengage Learning.
  • Douglas Robert Brown (2007). The Restaurant Manager's Handbook: How to Set Up, Operate, and Manage a Financially Successful Food Service Operation 4th Edition. Atlantic Publishing Group Inc.
  • Jorge Puig-Durán Fresco (2006). Certificación y modelos de calidad en hostelería y restauración. Díaz de Santos.
  • Jose Antonio Pérez Fernández de Velasco (2012). Gestión por procesos. ESIC .
  • Senlle, Andrés ; Vilar, Joan (1996). ISO 9000 en empresas de servicios. Gestión 2000.
  • Poder y mercado. Tratado de principios de economía. Recuperat , a
  • Cómo conseguir que nuestro equipo se comprometa con los cambios. Recuperat , a
  • El valor en la restauración. Recuperat , a
  • Malcolm Gladwell: Choice, happiness and spaghetti sauce . Recuperat , a
  • Noodles & Company-Service Process Design . Recuperat , a

Avaluació i qualificació

Activitats d'avaluació:

Descripció de l'activitat Avaluació de l'activitat % Recuperable
Practical application of subject contents, including the so-called “clases cerradas” Tutor reports (20% Kitchen; 20% Restaurant and bar) 40 No
Case 1: Design of process map.
Case 2: Development of a hotel and restaurant process strategy.
Case 3: The continuous improvement plan. PDCA.
Topic 1: Proposed solution (5%).
Topic 2: Proposed solution (10%).
Topic 3: Proposed solution (20%).

35 No
Final exam: individual case study analysis Proposed solution 25 No


Types of assessment

The ordinary evaluation system is Continuous Evaluation for all students. Global Evaluation (no class attendance required) is limited to students from previous courses and, in some very special cases, students who are explicitly authorized by the Academic Board of Directors to undergo global evaluation in this subject.

For Continuous Evaluation, a minimum of 80 % class attendance is required, regardless of any justification for non-attendance. Only those absences which are reported by the Academic Board of Directors will not be counted as non-attendance. Students who do not meet the attendance requirement will lose the benefits and partial grades of Continuous Evaluation and must sit a global evaluation, without any further re-sit.
In the event that a non-attendance reported by the Academic Board of Directors affects an assessment activity, an alternative will be considered to the extent that the activity requires it.
For practical application classes, see below.

In the case of students with special needs and whose situation has been communicated by the Academic Direction, an appropriate adaptation of the evaluation will be considered in order to guarantee equal opportunities.

The final marks of Continuous Evaluation will be communicated before the end of the teaching period, and in any case before the Global Evaluation period begins.

Both in Continuous Evaluation and in Global Evaluation there is an option of re-evaluation (re-sit) if the passing grade is not reached; the conditions are detailed below. Any fraudulent practice in any of the evaluable exercises, presentations, tests, exams, etc. will result in a zero fail mark in the subject and the student will not be entitled to any further re-evaluation for this course.

In the event of not passing the course not even by means of re-evaluation, partial grades will not be kept for the following year, which means that the entire course content will have to be recovered.

Practical application classes (Clases prácticas internas y “clases cerradas”):

In order to manage appropriate recovery of attendance to the practical application classes and the so-called “clases cerradas”, only the following situations will be accepted as excused absences, provided that due written justification is supplied:
1. Illness, medical appointment, accident. If deemed appropriate, the director will review the cases individually.
2. Death of a close relative.
3. Appointment with the Administration for bureaucratic issues (DNI, passport, NIE, etc.).
4. Those reported by the Academic Director.

The practical application classes and so-called "clases cerradas" represent a crucial element of this subject. Therefore, excessive non-attendance not justified as stated above impedes a proper evaluation. By its very nature, this situation is not retrievable, and the subject will be recorded as not performed (n.p.).

Continuous assessment

According to the current regulations of the school, the minimum class attendance required is 80%. If the required attendance is not reached, the student loses the right to continuous assessment and must do the corresponding re-evaluation exam.
For the practical application classes and “clases cerradas”, the requirements of the operational departments must be met. The practical application classes are evaluated by the corresponding tutor.

The final mark of this subject consists of the following elements:
60% Classroom classes
40% Practical application classes (kitchen and restaurant-bar)

To pass the subject (both in continuous evaluation and in global evaluation), it is necessary to pass the classroom classes and also the subject as a whole.

In case of not reaching a minimum grade of 5 in the classroom part and the subject as a whole at the end of the evaluations, the lowest grade (or n.p., if applicable) will be the final grade, and the student fails to pass the subject.

Global assessment

Students entitled to global assessment must take an exam of open questions and practical activity, covering the topics treated in the classroom classes. This is done by presenting a solution to a practical case, being a mixture of individual cases with cases in group resolution.
Attendance to classroom classes is not required.

For the practical application classes and “clases cerradas”, the requirements of the operational departments must be met. The practical application classes are evaluated by the corresponding tutor.

Re-evaluation exam

The students who lose the right of the continuous assessment and those who fail any one of the different types of assessment (continuous or global) may sit the re-evaluation exam of the classroom part. Marks will be pass (5) or not passed.
Lack of attendance at practical application classes and "clases cerradas" cannot be made up by re-evaluation, but produces the effect of not passing the subject.

Criteris específics de la nota «No Presentat»:
A student who fails to sit at least one of the evaluations mentioned above (continuous evaluation activities / final exam / re-sit exam) or who have not met the specific attendance requirements will be qualified “No presentado”.

Avaluació única:
The ordinary evaluation system is Continuous Evaluation for all students. Global Evaluation (no class attendance required) is limited to students from previous courses and, in some very special cases, students who are explicitly authorized by the Academic Board of Directors to undergo global evaluation in this subject.

Requisits mínims per aprovar:
Per considerar superada l’assignatura, caldrà obtenir una qualificació mínima de 5.0


Tutorial meetings can be requested by sending an e-mail directly to the teacher of the subject.
Tutorials may be carried out either in person or remotely through an appropriate channel.

Comunicacio i interacció amb l'estudiantat

During the class hour, all necessary instructions will be given to follow up on the subject. If necessary, an e-mail will be sent to the whole class or to the students concerned.


Appropriate uniform for each specific practice, and compliance with HACCP standards (hygiene and food handling).
Mandatory use of the mask in the practical sessions, according to the rules of prevention of occupational risks.

Modificació del disseny

Modificació de les activitats:
The design of the subject has been made for teaching in UdG scenario 1-Presential.
In the event that scenarios with limited or non-attendance are declared, the degree of virtual teaching will be increased accordingly, through the platform chosen by the school for this purpose. In this case, priority will be given to classroom attendance as far as is reasonably possible and permitted, and the scheduled class sessions will be respected, which will be the contact times for students/teachers to carry out the same activities.

Modificació de l'avaluació:
In the event that the evaluation activities cannot be carried out presentially, these same activities will be carried out on the same day and at the same time as planned, using non-presential channels. Two weeks before the date, the students concerned will be informed of the channel that will be used to carry out the activity.

Tutoria i comunicació:
Tutoring and communication with students will take place in all scenarios as defined in the Tutoring and Communication section.

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