Estudia

• Aplicar sistemes de qualitat i gestió medioambiental, econòmica i socials
• Aplicar instruments de planificació
• Prendre decisions i resoldre problemes
• Promoure una actitud orientada a la motivació per la qualitat

• Process management
• Analytical thinking
• Managing a quality management system within an organization

1. PART 1: Operations Management (OM) & Quality Management (QM) in Tourism organisations: An overview

          1.1. OM & QM fundamentals

          1.2. Historical approaches to OM & QM

          1.3. Measuring service quality in tourism organisations

          1.4. Basic tools for improving quality

          1.5. Quality costing

2. PART 2: Quality management standards in Tourism organisations

          2.1. Quality Assurance

          2.2. ISO and Quality Management Standards

          2.3. The ISO 9001:2000 and ISO 9004:2000 standards

          2.4. Implementation of Quality Management standards

          2.5. Supporting Quality Management Standards: ISO 10002:2004, ISO TS 10020, …

          2.6. Specific Quality Management Standards in Tourism organizations

3. PART 3: Total Quality Management in Tourism organisations

          3.1. Total Quality Management principles

          3.2. The European Foundation for Quality Management model

          3.3. Tools and techniques for Total Quality Management

          3.4. The future of Quality Management

• Casadesús Fa, Martí, Heras Saizarbitoria, Iñaki, Merino Díaz de Cerio, Javier (cop. 2005). Calidad práctica : una guía para no perderse en el mundo de la calidad. Madrid [etc.]: Prentice-Hall Financial Times.
• Senlle, Andrés, Bravo, Orlando (1997). La Calidad en el sector turístico. Barcelona: Gestión 2000.

Activitats d'avaluació:

The final mark will be assigned as follows:

Assignments * 0,6 + Oral presentations * 0,2 + Class participation * 0,2 = Final mark

During the course we will work with some of these articles. They will be provided during the course.


Course readings Part 1:

Bunney, H.S.; Dale, B.G.(1997), "The implementation of quality management tools and techniques: a study", The TQM Magazine, Vol. 9, Nº 3, pp. 183-189

Dale, B.G.; Williams, R.T.; Barber, K.D.; van del Wiele, T.; (1997), "Managing quality in manufacturing versus services: a comparative analysis", Managing service quality, Vol. 7, Nº 5, pp. 242-247

Karapetrovic, S.; Willborn, W. (1998), “System View for the Clarification of Quality Vocabulary, International Journal of Quality & Reliability Management, Vol. 15, Nº 1, pp. 99-120



Course readings Part 2:

Gavin P.M. Dick (2000), “ISO 9000 certification benefits, reality or myth?”, The TQM Magazine, Vol. 12, Nº6, pp. 365-371

Karapetrovic, S. (1999), “ISO 9000: the system emerging from the vicious circle of compliance”, The TQM Magazine, Vol. 11, Nº 2, pp. 111-120



Course readings Part 3:

Dale, B.G.; Williams, R.T.; van der Wiele, T. (2000), "Marginalisation of quality: is there a case to answer?", The TQM Magazine, Vol. 12, Nº 5, pp. 266-274

Dale, B.G.; van del Wiele, T.; Williams, R.T. (2001), "Quality- Why do organisations still continue to get it wrong?", The TQM Magazine, Vol. 11, Nº 4, pp. 241-248