Quality and process management in tourism companies

The aim of this course is familiarize to the students with the Operations Management (OM) of Tourism Companies, through the following educational objectives:
-Definition, and historical perspective of the Operations Management. Understand the dimensions of the mission of operations and their influence in the strategic design and in the daily development of the operations of a tourism enterprise.
-To relate the concept of quality and the different approaches from which its study is approached, with the operative activities and processes that are developed in the tourism companies.

INTRODUCTION TO OPERATIONS MANAGEMENT OF TOURIST COMPANIES: The Role of Operations and the O.M. for a tour company, operating efficiency and breack even point. Effectiveness and Competitive Adaptation of Tourism Enterprises.
QUALITY IN TOURISM COMPANY: Conceptualization of Quality and its various approaches. Quality as the absence of errors, the quality and needs, expectations and customer satisfaction.
THE OPERATIONAL PROCESS OF A TOURISM BUSINESS: Definition, typology and strategic importance of the operational processes of tourism enterprises, projects management on tourism bussines, organization of operations focused on the business process, organization of operations focused on the tourism product; "mass customization" of tourism services.

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CUATRECASAS ARBÓS, LL. (2000): Organización de la producción y dirección de operaciones: sistemas actuales de gestión eficiente y competitiva. Ed. Centro de Estudios Ramón Areces.
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DOMÍNGUEZ MACHUCA, J.A. y OTROS (1995): Dirección de operaciones. Aspectos tácticos y operativos en la producción y los servicios. McGraw-Hill.
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ZEITHAML, V.A. y otros (1993): Calidad total en la gestión de servicios. Díaz de Santos. Madrid. Competencias

Competences of the degree to which contributes the subject:
- G1 Define urban tourism and management of tourism enterprises.
- G2 Apply acquired knowledge to the reality of the tourism sector.
- G4 Making decisions based on incomplete or limited information.
- E2 Apply business management skills in the tourism sector.
- E3 Lead and manage the different types of tourism organizations.

Cross-curricular skills:
- T1 Apply ethical decision making.
- T2 Demonstrate critical thinking.
- T3 analyze and synthesize information.

Especific Competences:
-Knowledge and application of basic concepts and terminology of the subject
-Understanding the dimensions of the mission operations and the strategic design of business processes.
-Developing daily management of the quality of a tourist company.
-Developing the skills, especially decision-making capacity regarding the quality, efficiency and operational processes of tourism enterprises.

The purpose of the lecture sessions is to introduce students to the management of work processes and quality management in tourism companies. The didactic approach aims to train students by promoting the understanding of work operations in tourism companies and the importance of customer satisfaction through the implementation of quality procedures in service through the analysis of different standards. quality standards applicable to the tourism sector.

For the development of the theoretical part, the following action guidelines are established:
• The presentation of the topic and the presentation of the work materials will be complemented with exercises and cases that encourage participation and debate. Explanations adjusted to the initial level of the students. The subject is considered an introduction to the established content.
• Connection between the transmitted content and reality. Both examples and cases, whenever possible, will refer to real events.
• The theoretical contents of the subject will be developed in 2-hour lectures, 1 day a week. The practical part will be developed in interactive classes in small groups of 1.5 hours, 1 day a week.

The expository and interactive sessions will take place in the official schedule published by the center.
For asynchronous activities and for the delivery of tasks, a mailbox will be set up in the virtual classroom with the deadline and delivery time.
Attendance at the sessions is compulsory, so the teachers of each group will monitor the attendance of the students.

Participation in the expository and interactive sessions will be complemented by the personal work carried out by the students, which includes, among others, activities to search for information and bibliographic material, reading said material and preparing and defending individual or collaborative works.

This autonomous work will be guided by the teachers in the hours dedicated to tutorials, which will serve to resolve doubts and solve problems faced by students in the teaching-learning process. The tutorials will also serve as a feedback channel on the results obtained.

The tutorials will take place in the usual schedule officially published by the teachers.

The development of the subject will be carried out with the support of the virtual classroom created for this purpose on the Moodle platform.

The evaluation of the subject will be carried out following a continuous evaluation process in which all the activities carried out throughout the semester will be taken into account (semester assignments, theoretical or practical content evaluation tests, case studies, debates, etc. .) considering aspects such as clarity and expository capacity, mastery of the subject's terminology or active participation (70% of the final grade) and a final exam focused on the evaluation of knowledge, with a weight in the final evaluation of 30%.

In cases of fraudulent performance of exercises or tests, the provisions of the Norm for the evaluation of the academic performance of students and the review of grades will apply.

Students who have been granted a waiver of attendance in accordance with Instruction No. 1/2017 of the General Secretariat on waiver of attendance to classes in certain circumstances, will be evaluated with a specific final exam that will suppose 100% of the note. This exam will be face-to-face.

To pass the course there are two opportunities. Students who do not pass the course in the first opportunity will have the right to a second, which will be the one that appears in their academic record in case the grade obtained is higher.

The evaluation system for these two opportunities is listed below.

Ordinary first chance
Continuous assessment: Participation in class, resolution and participation in the analysis of cases, discussion of readings, performance and presentation of group / individual work, assessment tests of theoretical or practical content, and other activities related to interactive and expository classes. Weight in the final grade: 70%.
Final knowledge exam: weight in the final evaluation: 30%
All the competencies of the subject will be evaluated through the continuous evaluation process.

Second extraordinary chance of recovery:
In the second extraordinary recovery opportunity, the same evaluation system will be applied as in the first opportunity. A period will be opened for students to present all those activities that have not obtained an APPROVED grade in the continuous assessment. In those cases in which the activity has already been subject to public correction in the face-to-face class, substitute activities will be proposed with the same weight in the final grade.

In accordance with the Permanent Regulations in force at the USC for Bachelor and Master studies (art. 5.2), the mere attendance and / or participation in any of the activities subject to evaluation will mean that the student's final grade is different from NOT PRESENTED .

Repeating students will be subject to the same assessment regime.

Total physical working in the Classroom: 27 hours
Total hours of personal work of students (Recommended reading, library and similar activities; Writing Exercises conclusions or other work; study time, etc.): 48 hours
Total workload: 75 hours

Class attendance and active participation
Analysis / resolution of cases and problems proposed
Reading and Videos.