ISMAT 21643

Quality and Sustainability Management

• ApresentaçãoPresentation

  The Quality and Sustainability Management UC explores strategies to integrate sustainable and quality practices in the management of tourist activities. Its scope covers the tourism industry, including areas such as hotels, tour operators and tourist destinations. The areas of intervention include improving the tourist experience, environmental preservation, and social and economic responsibility. This UC is pertinent due to the growing demand for sustainable tourism and the need to ensure quality and responsibility in the tourism industry  
• ProgramaProgramme

  CP1 - Introdução à problemática da qualidade CP2 - Abordagem histórica ao conceito de qualidade e sua evolução CP3 - Sistema português da qualidade/Sistema europeu da qualidade - Certificação de sistemas da qualidade Processos - Qualificação de pessoas Normalização CP4 - Sistemas de gestão da qualidade (EN ISO 9000, 9001, 9004 e NP 4427) Processos diretos - Processos associados CP5 - Programas de qualidade total - O modelo EFQM CP6 - Avaliação da qualidade CP7 - Ferramentas/Técnicas da qualidade CP8 - A qualidade e a sua relação com o desenvolvimento sustentável A responsabilidade social e a ética da qualidade
• ObjectivosObjectives

  The objectives of this curricular unit are:   LG1 - Present the concepts and techniques related to quality management; G2 - Provide the student with knowledge of the latest theoretical and practical applications of quality in the current context of complexity and uncertainty; LG3 - Show that study quality and its relationship to sustainability are critical to organisations' performance.   At the end of the course unit, students should be able to:   LG4 - Present the concepts associated with quality management; LG5 - Develop and implement a quality management system.
• BibliografiaBibliography

  Blanc, I.; Novo, O. (2018). Gestão da Qualidade e de crises em negócios de Turismo. SENAC. Capricho, L. (2014). As estratégias de qualidade no alojamento turístico e o turismo sustentável (tese de doutoramento). Universidade Miguel Hernández Capricho, Lina & Lopes, Albino (2007). Gestão da qualidade (1.ª ed.). Editora RH. Cruz, B.I., & Brás, D.M. (2024). Sustentabilidade - Um Desafio Coletivo. Tinta da China EFQM (2016). EFQM framework for the hospitality and tourism industry. EFQM Pires, A. (2012). Sistemas de gestão da qualidade ? ambiente, segurança, responsabilidade social, indústria, serviços, administração pública e educação . Edições Sílabo Santos, A.N., Teixeira, A., & Rosa, A. (2023). Gestão da Qualidade - De Deming ao Modelo de Excelência da EFQM (4.ª ed.). Edições Sílabo. Van der Wagen, L. (1997). Communication in Tourism & Hospitality: Meeting the World in the Workplace. Hospitality Press.
• MetodologiaMethodology

  The teaching methodology encompasses theoretical lectures for content exposition (expository and interrogative methods) and student-led presentations and discussions (active and participatory methods). External Learning Experiences: Study visits and field trips provide students with practical experiences and the opportunity to apply their knowledge in real-world contexts. Continuous assessment is based on a group project (40%) and its respective presentation (40%), attendance (10%), and an individual report on a study visit or seminar (10%). The group project is divided into two stages: Application of an EFQM assessment within a business context. Implementation of Problem-Based Learning (PBL) to develop critical thinking regarding challenges in implementing a tourism sustainability program. Final Assessment: Students who do not opt for continuous assessment or do not pass it will take a written exam (100%).
• LínguaLanguage

  Português
• TipoType

  Semestral
• ECTS

  5
• NaturezaNature

  Mandatory
• EstágioInternship

  Não