Important notice
The course guide is provisional.
The PDF version of the course guide may take a few days to become available in the DDD.
Quality and Environmental Management
Code: 43413Credits: 6
| Degree programme | Type | Course |
|---|---|---|
| Hotel Management | OB | 1 |
Contact lecturer
- Name :
- Víctor Gimenez Garcia
- Email :
- victor.gimenez@uab.cat
Teaching staff
- Isaac Lozano Alfaro
- Francesc Romagosa Casals
Teaching staff (external to UAB)
- Valeria Sánchez
- Daniel Bádenas
- Patricia Rodríguez
- Rosana González
Group languages
You can consult this information at the end of the document.
Prerequisites
There are no prerequisites for taking this subject
Objectives
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
Learning outcomes
- Continue the learning process, to a large extent autonomously.
- Develop management and leadership skills.
- Identify and combine indicators with which to prepare reports for decision-making.
- Work in interdisciplinary teams.
- 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.
- Know the different models of quality management and environmental management: both general ones and those specific to the hotel sector.
- Design a system of environmental management and hotel-quality management.
- Measure service quality and identify which variables it depends on.
- Know the information systems that focus on quality management.
- Acknowledge the importance of environmental management, quality and corporate social responsibility in the success of a hotel business.
- Use the main tools of quality management and corporate social responsibility.
Contents
- Total quality management
- Quality costs
- Quality standards: ISO, EFQM, ICTE
- Measurement of service quality and satisfaction
- Environmental policy: applicable regulations
- Best practices in quality and environmentally management
Learning activities and methodology
| Title | Hours | ECTS | Learning outcomes |
|---|---|---|---|
| Study, case studies preparation and exams | 49.5 | 1.98 | |
| Visit to hotel | 3 | 0.12 | |
| Theory classes | 36 | 1.44 | |
| Cases study and teacher advice | 60 | 2.4 |
Teaching language: Spanish
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
Assessment
Continuous assessment activities
| Title | Weight | Hours | ECTS | Learning outcomes |
|---|---|---|---|---|
| Environmental quality audit | 45% | 0.5 | 0.02 | 1, 2, 3, 4, 7, 8, 10, 12 |
| Quality management practises | 50% | 0 | 0 | 1, 2, 3, 4, 5, 6, 9, 10, 12 |
| Forum participation | 5% | 1 | 0.04 | 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12 |
This subject/module does not offer the option for comprehensive evaluation
The commission of any irregularity in an assessment activity (academic fraud, plagiarism, or improper use of AI, unless such use is expressly authorized in the course guide) that could lead to a significant variation in the grade will result in that activity being graded with a 0. If the course guide stipulates that passing the subject requires obtaining a minimum grade in that assessment activity, or if several irregularities occur in the assessment activities of the same subject, the final grade for that subject will be 0. Independently of this, disciplinary proceedings may be initiated against any student who commits any of these irregularities.
To pass the course a minimum attend of 80% to the lectures is required. In order to attend the retake exam, a minimum grade of 3.5 must be obtained in the first exam sitting.
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
Microsoft Excel
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 |
|---|---|---|---|---|
| (TEm) Theory (master) | 1 | Spanish | second semester | afternoon |
| (TEm) Theory (master) | 2 | Spanish | second semester | afternoon |