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Quality Management

Quality Management

Code: FES2RB010C
Extent: 3 ECTS (81h)
Timing: Semester 3 or 4
Language: English
Level: Professional studies
Type: Compulsory

Basics of Travel and Tourism Industry must be done before this course.  Course is a part of entity of Tourism Management.

Learning outcomes
The objective of the course is that a student will understand quality management as one of service- and sales oriented company’s processes.
Student will
•    Understand the significance of holistic quality thinking and sustainable development
•    Understand the principles of quality systems and quality management
•    Know the quality systems which are implemented in tourism industry

Course contents
•    Quality as a concept, quality management process
•    Tools for quality management, EFQM-model
•    Quality Prizes and quality management systems: Excellence Finland, Quality1000 and ISO9000
Cooperation with the business community and other organisations
The course includes a company or travel and tourism industry based assignment or a project. The course includes a guest lecture and/or company visit.

Quality management as such is globally recognized, and students will get familiar with international quality management systems.  

Teaching and learning methods
a) Classroom learning:
Lectures and Examination 24 h
Self-studies 56 h
The assessment of one’s own learning 1 h

b) Part Time Learning:
Lectures and Examination 12 h
Self-studies 68 h
The assessment of one’s own learning 1 h

Recognition of Prior Learning, RPL  (in Finnish AHOT)
The required skills and competences can be demonstrated by a skills examination.

Teacher/s with the main responsibility for the course
Leena Grönroos

Course materials
Will be given at the beginning of the course.

The assessment of one’s own learning does not influence the grade. The assignment is the same for all courses/modules and the answers will also be used for course/module development. The assignment is completed online in WinhaOpaali.

Assessment criteria

 Grade 1
A student is able to
-    list quality definitions
-    name at lest two quality management systems and explain why to apply them
-    describe at least two methods for quality measurement

Grade 3
A student is able to
-    describe different quality definitions 
-    discuss basic features of different quality management systems which one got familiar with in the course.
-    describe different quality measurement methods

Grade 5
A student is able to
-    describe different quality definitions and discuss the use of definitions
-    discuss the importance of  different quality management systems which one got familiar with in the course
-    evaluate different quality measurement methods