Degree | Type | Year | Semester |
---|---|---|---|
2500894 Tourism | OT | 4 | 0 |
There are no prerequisites
This course aims to provide students with the necessary skills to understand qualitative concepts and techniques in tourism industry, enabling them to analyse and evaluate quality management processes. Social and environmental aspects of tourism sector will also be approached in order to ensure companies with quality continuous improvement.
At the end of the course the student will be able to:
QUALITY CONCEPT
- Quality concept and objectives
- Business Excellence: EFQM Model
- Quality of service: SERVQUAL Model
CERTIFICATIONS
- Certifications: ISO 9001 (general), ISO 14001 (Environment)
- EMAS Certification
- Q Certification (Tourist Quality)
QUALITY AND ENVIRONMENTAL MANAGEMENT SYSTEM
- Business Commitment
- Environmental Management System SGMA
- Sustainability Reporting: Global Reporting Initiative GRI
- Social Quality Strategy: Corporate Social Responsibility
- Control registers of Quality and Environment
- Quality Management: "Total Quality Management" TQM
SERVICE PERFORMANCE
- Standardization of processes
- Customer satisfaction surveys
RESOURCE MANAGEMENT
- Human resources: human capital management and work environment
MEASUREMENT, ANALYSIS AND IMPROVEMENT
- Quality Control: Business Audits
- Qualitative business analysis in your virtual environment
- Evaluation tool: REDER scheme
- Evaluation of qualitative processes
- Continuous improvement tools (Ishikawa)
Title | Hours | ECTS | Learning Outcomes |
---|---|---|---|
Type: Directed | |||
Project-related and presentation class | 30 | 1.2 | 1, 3, 2, 7, 6, 8, 9, 4, 5, 10 |
Theoretical classes | 18 | 0.72 | 1, 3, 7, 6, 8, 9 |
Type: Supervised | |||
Mentoring | 24 | 0.96 | 1, 2, 8, 4, 5, 10 |
Type: Autonomous | |||
Project-related and presentation class | 20 | 0.8 | 1, 3, 2, 7, 6, 8, 9, 4, 5, 10 |
Self-study | 20 | 0.8 | 2, 8 |
A) CONTINUOUS ASSESSMENT
The evaluation system consists of assignments/projects and a test:
*The projects and the exam must have a minimum score of 4 each to average between them.
B) FINAL EVALUATION: final exam (all course content)
Day and time established, according to academic calendar, to the Official Programming of the EUTDH Center. There will be only one type of final exam, with have no difference between students who have not passed the continuous assessment and those who have not followed the continuous assessment.
C) RE-EVALUATION
Students who, in final evaluation, have obtained a grade equal or greater than 3.5 and less than 5, may present themselves for re-evaluation exam. The maximum grade of this re-evaluation will not exceed 5 as final grade.
Title | Weighting | Hours | ECTS | Learning Outcomes |
---|---|---|---|---|
A) Class assignments | 20 | 9 | 0.36 | 1, 3, 2, 7, 6, 8, 9, 4, 5, 10 |
B) Business Case 1 | 20 | 9 | 0.36 | 1, 3, 2, 7, 6, 8, 9, 4, 5, 10 |
C) Conference 1 | 10 | 6 | 0.24 | 1, 3, 2, 7, 6, 8, 9, 4, 5, 10 |
D) Conference 2 | 10 | 6 | 0.24 | 1, 3, 2, 7, 6, 8, 9, 4, 5, 10 |
E) Final Assignment | 10 | 6 | 0.24 | 1, 3, 2, 7, 6, 8, 9, 4, 5, 10 |
F) Exam | 30 | 2 | 0.08 | 3, 2, 7, 6, 8, 9, 4, 5 |