ISLA Santarém 5244

Quality Management

• ApresentaçãoPresentation

  The complexity and globalization of competitiveness has made quality one of the most important factors for destinations and tourist companies to achieve a competitive advantage over competitors. The quality of services and tourism products is thus a distinguishing factor for tourist destinations and their operators. For these reasons, it is vital to implement quality management systems, as well as the certification of tourist companies, through internationally accepted technical standards. As the tourism system consists of such a vast and distinct set of products and services, it is of the utmost importance to address the quality of each of these components, in order to achieve total quality.
• ProgramaProgramme

  1 - Introduction to the Quality Issue 2 - Historical Approach to the Concept of Quality and Its Evolution 3 - Portuguese Quality System / European Quality System 3.1 - Certification of Quality Systems 3.2 - Processes 3.3 - Qualification of People 3.4 - Standardization 4 - Quality Management Systems (EN ISO 9000, 9001, 9004, and NP 4427) 4.1 - Direct Processes 4.2 - Associated Processes 5 - Social Responsibility and Quality Ethics 6 - People Management Focused on the Implementation and Development of Quality Programs
• ObjectivosObjectives

  The course objectives are: - Present the concepts and techniques associated with quality management. - Equip students with knowledge of the latest theoretical approaches and their practical applications regarding quality in the current context of complexity and uncertainty. - Demonstrate that the study of quality and its relationship with sustainability is essential for organizational performance. - Frame the human resources function as both a specific role within the organization and a management philosophy.
• BibliografiaBibliography

  Capricho, Lina & Lopes, Albino (2007). Gestão da qualidade (1.ª ed.). Editora RH. Instituto Português da Qualidade (2012). Normas da Série NP EN ISO 9000:2008 (9000,9001 e 9004) e NP EN ISO 19011:2003) NP EN ISO 14001. Pires, A. (2012). Sistemas de gestão da qualidade – ambiente, segurança, responsabilidade social, indústria, serviços, administração pública e educação (1.ª ed.). Edições Sílabo..
• MetodologiaMethodology

  Presentation of content in in-person sessions and discussion of topics, along with guided practical sessions. Development of practical projects. The use of Problem-Based Learning (PBL) and Case Study methodologies is planned, promoting active, student-centered learning by exposing them to complex real-world problems.
• LínguaLanguage

  Português
• TipoType

  Semestral
• ECTS

  4
• NaturezaNature

  Mandatory
• EstágioInternship

  Não