2. Professors
  3. MALANDRINO Ornella
  4. Teaching

Quality Management of Tourism Sector

Ornella MALANDRINO Quality Management of Tourism Sector

0212700047
DIPARTIMENTO DI SCIENZE AZIENDALI - MANAGEMENT & INNOVATION SYSTEMS
EQF6
BUSINESS MANAGEMENT
2016/2017

OBBLIGATORIO
YEAR OF COURSE 2
YEAR OF DIDACTIC SYSTEM 2014
PRIMO SEMESTRE
CFUHOURSACTIVITY
1060LESSONS
ORNELLA MALANDRINO Curriculum
Objectives
KNOWLEDGE AND UNDERSTANDING:
THE STUDENT WILL ACQUIRE THE KNOWLEDGE AND EXPERTISE RELATIVE TO THE OPERATIVE AND CONCEPTUAL TOOLS REQUIRED FOR QUALITY MANAGEMENT IN TOURISM SECTOR ORGANIZATIONS.
APPLYING KNOWLEDGE AND UNDERSTANDING:
THE STUDENT WILL HAVE ACQUIRED KNOWLEDGE AND METHODOLOGIES USEFUL TO THE REALIZATION OF OBJECTIVES, ACTIONS AND INTERVENTION FACTORS THROUGH WHICH TO ACHIEVE AND IMPROVE THE QUALITY OF TOURISM SECTOR.
COMMUNICATION SKILLS:
STUDENTS WILL ACQUIRE THE CAPACITY TO COMMUNICATE AND DISCUSS PROBLEMATIC ISSUES INHERENT TO QUALITY MANAGEMENT TOGETHER WITH NECESSARY COMMUNICATIONAL SKILLS BOTH WITHIN AND OUTSIDE ORGANIZATIONS.
MAKING JUDGEMENTS:
STUDENTS WILL HAVE ACQUIRED THE CAPACITY TO MAKE INDEPENDENT JUDGEMENTS AND TO REFLECT ON MANAGERIAL ISSUES, PUTTING IN PLACE PROBLEM SOLVING INITIATIVES LINKED TO MANAGEMENT, EFFECTIVE USE OF APPROACHES AND TOOLS FOR ENHANCING QUALITY IN TOURISM SECTOR.
Prerequisites
NONE
Contents
QUALITY OF PRODUCT, PROCESS AND SERVICE: SIMILARITIES AND DIFFERENCES. DIMENSIONS OF QUALITY. PRINCIPLES, MODELS AND TOOLS FOR QUALITY IN TOURISM SECTOR. PERFORMANCE MANAGEMENT AND SERVICE IMPROVEMENT. CUSTOMER SATISFACTION MANAGEMENT AND EFFICACIOUS COMMUNICATION. SELF ASSESSMENT MODELS AND CONTINUOUS IMPROVEMENT.
Teaching Methods
PLENARY, SEMINARS, TESTIMONIALS, STUDY AND WORK GROUPS
Verification of learning
THE FINAL EXAM CONSISTS OF AN ORAL TEST AIMED AT ASSESSING THE KNOWLEDGE ACQUIRED. DURING THAT TEST WILL BE MADE AT LEAST TWO QUESTIONS AND THE EVALUATION WILL BE OUT OF THIRTIETH.
Texts
SET BOOKS WILL BE COMMUNICATED BY THE TEACHERS AT THE BEGINNING OF THE COURSE
  BETA VERSION Data source ESSE3 [Ultima Sincronizzazione: 2019-03-11]