Quality Management

Programme

Tourism and Tourism Business Management

Level of Qualification|Semesters|ECTS

Bachelor | Semestral | 5

Year | Type of course unit | Language

3 |Mandatory |Português

Total of Working Hours | Duration of Contact (hours)

135 | 45

Code

ULP623-5244

Recommended complementary curricular units

n/a

Mode of study

Face-to-face

Precedences

Não

Professional Internship

Não

Syllabus

The Evolution of Quality over time and its concepts: Fundamental Notions.
The Portuguese Quality System. Standardization, Certification, Accreditation. ISO as an
international standardization body. The Basic and Advanced Quality Tools: Pareto
Diagram. Cause and Effect Diagram. Verification list. Histogram. Scatter diagram.
Linear graph. Chart (Chart) Control Pure simple regime and simple said regime. Affinity
diagram. Relationship diagram. Tree diagram. Diagram in matrix. Analysis of matrix
data. PDCA Analysis. Diagrams on arrows. Approach to NP EN ISO 9001: Process
Approach. Quality management system. Management Responsibility. Product
Management Product Realization. Measurement, Analysis and Improvement. Quality
audits: Analysis of NP EN ISO 19011. Principles and management of an audit program.
Audit management. Competence and evaluation of auditors

Objectives

The aim of this course is to provide students with the fundamental concepts inherent to
quality management in the business context, in particular, and by the relations with other
disciplines of the respective course, concepts related to process management, continuous
improvement, quality standards, with the reference standards and with the Portuguese
Quality System. Each chapter will begin with the clear establishment of appropriate
definitions and principles, along with other descriptive elements. On the other hand,
emphasis will be placed on formulating problems and analyzing results. Given the
practical nature of the matters to be dealt with, several exercises / cases will be presented
accordingly. A carefully compiled set of problems will be provided to the students in
order to contemplate a variety of theoretical and empirical situations

Knowledge, abilities and skills to be acquired

Understand, assist in the implementation and management of a quality management
system in public or private organizations associated with the tourism activity.

Teaching methodologies and assessment

The classes are based on the exposition of program contents and on the resolution of
exercises and practical cases. The exhibitions are emphasized with the use of examples,
in order to stimulate interest and research on the part of the students.
Students are involved in solving exercises, proposed problems and practical assignments.
EVALUATION
Continuous evaluation
The evaluation is based on the following elements:
¿ Class participation: 10% (8)
¿ Small individual works: 15% (7) (*)
¿ Individual work for continuous evaluation: 25% (7) (*)
¿ Written test: 50% (8) (*)
(*) Required.
In parentheses the minimum grade required. In percentage the weight of each element in
the final classification.
Students who, in one of the evaluation elements, score below the minimum grade
indicated are excluded from the continuous evaluation.
The student is in continuous assessment from the moment he submits the first written
evaluation element.
Final Evaluation-Examination
Written exam with 100% weight.

References

(*) Pinto, Abel (2017), "ISO9001: 2015", Editions LIDEL
(*) Crosby, P., (1979). Quality is free. New York: New American Library.
(*) Crosby, P., (1992). Zero Defects. Quality "Progress, Febr.
(*) Deming, W. E., (1982). Quality, productivity and competitive position. Boston: MIT
Press.
(*) Deming, W. E., (1990). Quality: the management revolution. Marques Saraiva.
(**) Paladini, E. P. et al. (2005). Quality Management: Theory and Cases. Rio de Janeiro:
Ed. Elsevier. (*) Pires, A., (2012). Quality Management Systems, Editions Sílabo
(*) Fundamentals of business process management, Marlon Dumas, Springer (2013)
(*) The handbook for Quality Management: a complete guide to operational excellence
(2nd edition),
Pyzdek, Keller
(**) Suzaki, Kivoshi, "Operations management. LEAN. Kaizen Methodologies for
continuous improvement ", Leanop press
(*) Various supporting texts to be provided throughout class
(*) Main Bibliography, (**), Complementary Bibliography