Class Quality Management

This curricular unit introduces concepts and principles of quality management, necessary to implement and maintain a quality management system according to ISO standards. The quality in services and tourism products is thus a distinguishing factor for tourist destinations, particularly for hotels and restaurants of these destinations. For these reasons, it is vital the implementation of quality management systems, as well as the certification of tourism enterprises, through technical standards, accepted internationally. There is a pressing need for academia to work together with the market that in Portugal is still in the beginning of this certification process.

Not applicable

1. Conceptual framework 1.1 Concept of Quality in Tourism 1.2 Quality and the visitor/customer 1.3 Standardization of Quality in Tourism   2. From theory to practice: Quality implementation - management and tools 2.1 Quality in tourist products and services 2.2 Implementation of quality management 2.3 Quality Marketing 2.4 Tools for Quality   3. Quality management certification and audit 3.1 Quality assurance 3.2 Quality standards 3.3 The culture of quality in human resources

Theoretical classes with exposition of the subject and discussion of themes using the expositive and interrogative methods. Practical classes, privileging active methods, using practical exercises, case studies, analysis and discussion of scientific articles. Application of Self-Directed Learning methods for understanding the content. Study visits, for on-site observation and contact with the different actors of the tourism system.

Chen, Bing, Yiting Zhu, Xiong He, and Chunshan Zhou. 2023. "Analysis of High-Quality Tourism Destinations Based on Spatiotemporal Big Data—A Case Study of Urumqi" Land Vol. 12, no. 7: 1425.  Lesar, L. and Weaver, D. (2022). A Diffusion Perspective on the Discontinuance of Sustainable Tourism Quality Control Tools. Journal of Travel Research, Vol. 61(5) pp. 1043–1060 DOI: https://doi.org/10.1177/00472875211 017232.  Teixeira, S.J. (2019). “Quality Management in Tourism Services - A Literature Review and Case Study”. Revista Turismo & Desenvolvimento, n.32, pp. 9 – 24. ISO (International Organization for Standardization), 2015. Norma NP EN ISO 9001: 2015-Sistemas de Gestão da Qualidade - Requisitos, Tradução do original do Instituto Português da Qualidade.