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Tourism Quality Management

Code: 104957
Credits: 6
2026/2027
Degree programme Type Course
Tourism OP 4

Contact lecturer

Name :
Isaac Lozano Alfaro
Email :
isaac.lozano.alfaro@uab.cat

Group languages

You can consult this information at the end of the document.

Prerequisites

There are no prerequisites

Objectives

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:

  •  To know the most relevant models of quality management 
  •  Understand, apply and evaluate qualitative methods
  •  Identify social and environmental aspects of quality
  •  Evaluate and interpret quality management systems to contribute to business performance

Learning outcomes

  1. Develop a capacity for independent learning.
  2. Work in a team.
  3. Plan and manage activities on the basis of quality and sustainability.
  4. Have a business vision, pinpoint the customer's needs and pre-empt possible changes in the environment.
  5. Behave responsibly towards the environment.
  6. Display a customer service orientation.
  7. Identify and apply the elements of public law (administrative law, tax law and tourism law) and private law that regulate certain tourism activities and entities.
  8. Develop the principles and criteria of sustainability and quality management in tourism and extend them to other activities.
  9. Identify and apply quality certification systems as a business strategy.
  10. Propose creative alternative solutions to planning and management problems in departments, activities or services in new areas of the tourism sector and in special tourism entities and products.

Contents

QUALITY CONCEPT


  • Creativity Concept
  • Quality concept and objectives
  • Service quality: SERVQUAL model


STANDARDS OF REFERENCE


  • Certifications: ISO 9001 (general), ISO 14001 (Environment)
  • EMAS certification
  • Q Certification (Tourist Quality)
  • Biospher Certification
  • Business excellence: EFQM model
  • Quality management: \"Total Quality Management\" TQM


QUALITY AND ENVIRONMENT MANAGEMENT SYSTEM


  • The reports for sustainability: “Global Reporting Initiative” GRI
  • Social quality strategy: Corporate Social Responsibility
  • Control of Quality and Environment records
  • Quality and sustainability certificates
  • Sustainable Development Goals (SDGs) and the tourism industry


PERFORMANCE OF THE SERVICE


  • Corporate culture
  • Standardization of processes
  • Operating Manuals
  • Opportunity management.


HUMAN RESOURCES MANAGEMENT AND QUALITY


  • Human resources: the management of human capital and the work environment


MEASUREMENT, ANALYSIS AND IMPROVEMENT


  • Guest satisfaction surveys
  • Quality control: Business audits
  • Action plans.
  • Introduction to Lean: Continuous improvement tools.

Learning activities and methodology

Title Hours ECTS Learning outcomes
Mentoring 16 0.64 1, 2, 3, 4, 5, 6
Self-study 18 0.72 1, 3
Theoretical classes 20 0.8 3, 5, 7, 8, 9, 10
Project-related and presentation class 18 0.72 1, 2, 3, 4, 5, 6, 7, 8, 9, 10
Project-related and presentation class 30 1.2 1, 2, 3, 4, 5, 6, 7, 8, 9, 10

Methodology


  • Classes are taught in English.
  • Expository and participatory classes of the concepts and contents of the subject.
  • Theoretical-practical classes in which the contents are worked on in the form of projects and activities.
  • Problem solving and practical cases in group with final presentation.
  • Cooperative learning and individual learning for the development and presentation of work. It includes the work directed by the teacher and the hours of study by the student.
  • Tutorials: individual or group to solve doubts or work on specific concepts.

Use of AI in tasks does not require evaluation.


  • This subject allows the use of AI technologies as an integral part of the classroom work, provided that the final result reflects a significant contribution from the student in terms of analysis and personal reflection.
  • The student must clearly
  • (i) identify which parts have been generated using AI technology
  • (ii) specify the tools used;
  • (iii) include a critical reflection on how these have influenced the process and final outcome of the activity.
  • Lack of transparency regarding the use of AI in the assessed activity will be considered academic dishonesty; the corresponding grade may be lowered, or the work may even be awarded a zero. In cases of greater infringement, more serious action may be taken.


Use of AI in assessment tests


  • This subject entirely prohibits the use of AI technologies in all assessment activities.
  • Any submitted work that contains content generated using AI will be considered academic dishonesty; the corresponding grade will be awarded a zero, without the possibility ofreassessment.
  • In cases of greater infringement, more serious action may be taken.



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.

Assessment

Continuous assessment activities

Title Weight Hours ECTS Learning outcomes
D) Case Study 20% 10 0.4 1, 2, 3, 4, 5, 6, 7, 8, 9, 10
F) Final Exam 30% 12 0.48 1, 3, 4, 6, 7, 8, 9, 10
C) Group Activity 02 10% 7 0.28 1, 2, 3, 4, 5, 6, 7, 8, 9, 10
B) Midterm Exam 30% 12 0.48 1, 3, 4, 6, 7, 8, 9
A) Group Activity 01 10% 7 0.28 1, 2, 3, 4, 5, 6, 7, 8, 9, 10


A. CONTINUING EVALUATION

  • The assessment system consists of practical assignment / projects and exams.
  • Projects must be submitted in the time and manner stipulated by the subject teacher.
  • Failure to comply with the strictness of the projects, in due time and form, will score as Not presented and the right to continue with the continuous evaluation will be lost.
  • The grade for the subject will be NOT EVALUABLE when the student does not attend to the total of the assessment activities and/or does not attend the final exam.
  • Projects and activities each require a minimum score of 4 to be included in the weighted calculation. Exams require a minimum score of 5 to be passed.


B. SINGLE ASSESSMENT.

  • Preparation of 4 reports with a total weight of 50% that must be presented in a timely manner. All must be passed with a minimum of 5. In addition, a final exam will be taken with a weight of 50% in the grade that will be carried out according to the instructions in this guide with a minimum grade of 5 to pass it.
  • In any case, all reports and activities required for the single assessment and/or continuous assessment must have been successfully completed.
  • On the day and time established, according to the academic calendar, to the Official Programming of the EUTDH Center, the single evaluation tests or evaluation tests of the continuous evaluation will be carried out for students who have not satisfactorily passed the continuous evaluation and those who have followed opted for the single assessment.
  • The grade for the subject will be NOT EVALUABLE when the student does not attend to the total of the assessment activities and/or does not attend the final exam.
  • The professor will inform in a timely manner the format, duration, and location of the assessments.
  • No date changes will be accepted without the express approval of the study coordinator.


C. RE-ASSESSMENT

  • The retake process for students under the single assessment scheme will be the same as for the rest of the class. No minimum grade is required to take the retake exam if the single assessment option was chosen. However, for students who opted for continuous assessment, a minimum grade of 3.5 on the final exam is required to be eligible for the retake exam.
  • In all cases, students must have passed all reports and activities required under the single assessment and/or continuous assessment schemes.
  • For students under the continuous assessment scheme, the maximum final grade for this retake assessment is 5. There is no maximum grade limit for students following the single assessment scheme.
  • The course grade will be recorded as "NOT ASSESSED" if the student fails to complete all assessment activities and/or fails to take the retake exam.
  • The instructor will provide timely information regarding the exam format, duration, and location.
  • No changes to the scheduled date will be permitted without the express approval of the program coordinator.


If a student commits any type of irregularity that could lead to a significant alteration of the grade for an assessment activity, that activity will be assigned a grade of 0, regardless of any disciplinary proceedings that may ensue.

If multiple irregularities are confirmed across assessment activities for the same subject, the final grade for that subject will be 0.


The policy on AI usage outlined in the Methodology section applies to all assessments.


Bibliography

  • Class content
  • Fernández Gago, R (2005): Administración de la Responsabilidad Social Corporativa. Ed. Thompson, colección negocios, Madrid (Tema 6)
  • ISO 9000 (2005): Sistemas de Gestión de la Calidad. Fundamentos y vocabulario. AENOR. Madrid.
  • ISO 9001 (2008): Sistemas de Gestión de la Calidad. Requisitos. AENOR. Madrid.
  • ISO 9004 (2009): Gestión para el éxito sostenido de una organización. Enfoque de gestión de la calidad. AENOR. Madrid
  • Dale, B.G., Wiele, T. y Iwaarden, J. (2007): Managing quality, Blackwell, Oxford
  • European Foundation for Quality Management (2013): Modelo EFQM de Excelencia version 2013, EFQM, Bruselas
  • Arellano, R., & Anthony, M. (2018). Caracterización de la gestión de la calidad, bajo el enfoque de Planeamiento Estratégico en las micro y pequeñas empresas del sector servicios-rubro agencias de viaje del distrito de Huaraz, 2016.
  • Arbós, L. C., & Babón, J. G. (2017). Gestión integral de la calidad: implantación, control y certificación. Profit Editorial.
  • Global Reporting Iniciative (GRI). (2006): Guía para la elaboración de Memorias de Sostenibilidad.
  • Zeithaml, V.A.; Parasuraman, A; Berry, L.L. (1994): Calidad total en la gestión de los servicios. Ed. Díaz de Santos. Madrid.
  • L.Brennan, Linda (2011): The McGraw-Hill 36-Hour Course. Operations Management. Ed McGraw-Hill.
  • Shaffie, Sheila (2012): The McGraw-Hill 36-Hour Course. Six Sigma Ed McGraw-Hill.
  • Cuatrecasas, Luis (2010): Lean Management:La gestion competitiva por excelencia. Profit Editorial
  • H.Pink, Daniel (2018):Drive: The Surprising Truth About What Motivates Us.Canongate
  • Horst Schulze (2019):Excellence Wins.Ed. Zondervan
  • Carlos Rey(2026):La misión en la empresa: De la idea a la implementación.Ed Publicia


Software

Course groups and languages

The information provided is provisional until November 30. After this date, you will be able to consult the language of each group through this link. To access the information, you will need to enter the course CODE

Type of teaching Group Language Semester Shift
(TE) Theory 1 English second semester morning-mixed
(TE) Theory 2 English second semester morning-mixed