2021/2022
Quality and Environmental Management
Code: 43413 ECTS Credits: 6| Degree | Type | Year | Semester |
|---|---|---|---|
| 4314928 Hotel Management | OB | 0 | 2 |
The proposed teaching and assessment methodology that appear in the guide may be subject to changes as a result of the restrictions to face-to-face class attendance imposed by the health authorities.
Contact
- Name:
- Víctor Giménez García
- Email:
- Victor.Gimenez@uab.cat
Use of Languages
- Principal working language:
- spanish (spa)
Teachers
- Daniel Blabia Girau
- Francesc Romagosa Casals
External teachers
- Marta Frigola
- Patricia Rodríguez
- Rosana González
Prerequisites
There are no prerequisites for taking this subject
Objectives and Contextualisation
This module presents fundamental aspects for current hotel management such as quality assurance, both service and environmental. In particular, the latter relates to aspects seen in the Strategic Management module related to Corporate Social Responsibility. Throughout the module the different quality models, both national and international, that are applied by hotel companies are presented. Special attention is also given to quality tools such as audits, satisfaction questionnaires or process management among others.
The objectives are:
- To understand the concepts of total quality (TQM) in the hotel environment
- To know the main quality standards
- To raise awareness among students of quality costs and their correct management
- To consolidate the concept of sustainability, especially focusing on aspects of hotel environmental management
- To know the theoretical models of measurement of satisfaction in services and hospitality
- To know the techniques for the design, sampling and analysis of satisfaction questionnaires
Competences
- Continue the learning process, to a large extent autonomously.
- Develop management and leadership skills.
- Focus on quality and corporate social responsibility in management.
- Identify and combine indicators with which to prepare reports for decision-making.
- Show expertise in advanced hotel management and in using its tools.
- Use ICT in managing and analysing the activity, to make improvements and identify new business opportunities.
- Use acquired knowledge as a basis for originality in the application of ideas, often in a research context.
- Work in interdisciplinary teams.
Learning Outcomes
- Acknowledge the importance of environmental management, quality and corporate social responsibility in the success of a hotel business.
- Continue the learning process, to a large extent autonomously.
- Design a system of environmental management and hotel-quality management.
- Develop management and leadership skills.
- Identify and combine indicators with which to prepare reports for decision-making.
- Know the different models of quality management and environmental management: both general ones and those specific to the hotel sector.
- Know the information systems that focus on quality management.
- Measure service quality and identify which variables it depends on.
- Use acquired knowledge as a basis for originality in the application of ideas, often in a research context.
- Use the different tools and techniques for achieving quality and continuous improvement.
- Use the main tools of quality management and corporate social responsibility.
- Work in interdisciplinary teams.
Content
- Total quality management
- Quality costs
- Quality standards: ISO, EFQM, ICTE
- Measurement of service quality and satisfaction
- Environmental quality
- Environmental policy: applicable regulations
- Best practices in quality and environmentally management
Methodology
The teaching methodology is based on different activities:
- Lectures where the teachers will present the general topics, cases / exercises will be resolved / discussed and debates will be held between students on exposed and previously read or explained topics
- Synthesis Tests
- Computer sessions
- Visits to hotels
- Personalized advice with the teacher, both individual and group
Annotation: Within the schedule set by the centre or degree programme, 15 minutes of one class will be reserved for students to evaluate their lecturers and their courses or modules through questionnaires.
Activities
| Title | Hours | ECTS | Learning Outcomes |
|---|---|---|---|
| Type: Directed | |||
| Theory classes | 36 | 1.44 | 6, 7, 4, 3, 5, 8, 2, 9, 10, 11, 1 |
| Visit to hotel | 3 | 0.12 | 6, 7, 4, 5, 1 |
| Type: Supervised | |||
| Cases study and teacher advice | 60 | 2.4 | 6, 4, 5, 8, 2, 9, 12, 10, 11, 1 |
| Type: Autonomous | |||
| Study, case studies preparation and exams | 49.5 | 1.98 | 6, 7, 4, 3, 5, 8, 2, 9, 12, 10, 11, 1 |
Assessment
To pass the course a minimum attend of 80% to the lectures is requiered. In order to attend the retake exam, a minimum grade of 3.5 must be obtained in the first exam sitting.
Assessment Activities
| Title | Weighting | Hours | ECTS | Learning Outcomes |
|---|---|---|---|---|
| Environmental quality audit | 45% | 0.5 | 0.02 | 6, 4, 3, 5, 2, 9, 12, 10, 1 |
| Forum participation | 5% | 1 | 0.04 | 6, 7, 4, 3, 5, 8, 2, 9, 10, 11, 1 |
| Quality management practises | 50% | 0 | 0 | 6, 7, 4, 5, 8, 2, 9, 12, 10, 11 |
Bibliography
- CUATRECASES, LL. (1999). “Gestión Integral de la Calidad”. Gestión 2000. Barcelona
- GRIMA, P y TORT-MARTORELL, J. (1995). “Técnicas para la Gestión de la Calidad”. Díaz de Santos. Madrid
- JAMES, P (1997). “Gestión de la Calidad Total. Un texto introductorio”. Prentice-Hall. Madrid
- JULIÁ, M, PORCHE, F., GIMÉNEZ, V., VERGE, X. (2002). “Gestión de la Calidad Aplicada a Hostelería y Restauración”. Prentice Hall. Madrid.
- SENLLE, A. (1999). “Cómo Evaluar su Calidad”. Colección “ISO9000 en la práctica”. Gestión 2000. Barcelona
- ZEITHAML, V. y BITNER, M., (1996). “Services marketing” McGraw-Hill. New York
Software
Excel