General information

Subject type: Mandatory

Coordinator: Judith Turrión Prats

Trimester: Third term

Credits: 6

Teaching staff: 

Narcis Marti Fabrego

Teaching languages

  • Catalan
  • Spanish


Basic skills
  • CB1. That students have demonstrated knowledge and understanding in a field of study that is based on general secondary education, and is usually found at a level that, while supported by advanced textbooks, also includes some aspects. involving knowledge from the forefront of their field of study.

  • CB2. That students know how to apply their knowledge to their work or vocation in a professional way and possess the skills that are usually demonstrated through the development and defense of arguments and problem solving within their area of study.

Specific skills
  • CE2. Analyze the impacts generated by tourism in its economic, social and environmental aspects and provide innovative solutions.

General competencies
  • CG2. Be able to generate ideas and solve problems, both individually and collectively.

  • CG3. Be able to innovate by developing an open attitude to change and be willing to reevaluate old mental models that limit thinking.

Transversal competences
  • CT1. Communicate properly orally and in writing in the two official languages ​​of Catalonia.

  • CT2. Show willingness to learn about new cultures, experiment with new methodologies and encourage international exchange.

  • CT3. Formulate critical and well-argued reasoning, using precise terminology, specialized resources and documentation to support these arguments.

  • CT4. Demonstrate entrepreneurial leadership and leadership skills that build personal confidence and reduce risk aversion.

  • CT5. Master the main applications of computer tools and new technologies for ordinary academic activity.

  • CT6. Carry out tasks autonomously with the correct organization and timing of academic work.

  • CT7. Develop the ability to assess inequalities due to sex and gender to design solutions.


During the sessions, the concept and implementation of a Quality Management System within a tourism company will be deepened. Each of the steps to be taken will be analyzed to ensure the design of the service to ensure the satisfaction of the guest, diner or visitor. As well as the control and improvement of the service using different tools and indicators.


The classroom (physical or virtual) is a safe space, free of sexist, racist, homophobic, transphobic and discriminatory attitudes, either towards students or teachers. We trust that together we can create a safe space where we can make mistakes and learn without having to suffer the prejudices of others.

Learning outcomes

Analyse, design, control and improve the tourist services offered by the company, following the objectives and strategies set by the different policies of the company.

Working methodology

Apart from the teacher's lectures, there will be exercises on analysis and calculations of real cases, in which the student will have to look for the best solution to problems and improvements in the services.

First, an exposition of the topic to be discussed will be carried out, then real examples will be given of the application of the theoretical part of the topic and then the student will receive another exercise that she will have to solve.

The work, on the other hand, will consist of two installments. The first delivery will be that of a work or real case that wants to improve or implement a Quality Management System. Once the theory and practice given during the sessions have been applied, there will be a second delivery of the work with the improvements adopted or with the Quality System implemented. Finally there will be an internal audit of the work.


1- The quality of the tourist service
2- Implementation of the Quality System
3- Vision of quality in tourist establishments
4- Definition of the service offered in tourist establishments
5- Management by Process Maps
6- Quality tools
7- Cost of quality and non-quality
8- The quality of tourist establishments in relation to their surroundings

Learning activities

AF1. Theoretical sessions

AF3. Work in group

AF4. Individual work

AF5. Personal study

AF7. Face-to-face tutoring

Evaluation system

The evaluation of the subject will be:

50% of the grade on the partial and final exams. The partial exam allows theoretical material to be released in the final exam

45% of the grade on group work. The group work will be divided between a group part, an individual part and an internal audit.

5% of the grade is left over for the exercises that are done during the sessions and also left over for class attendance.

You must pass the final exam to count the percentage of work and internships

Recovery: Only the exam is recovered




Marti Fabregó N. (2022) THE quality director in accommodation and restaurant companies. Diaz de Santos Publishing. Madrid

Martí Fabreó, N. (2021). Management by processes in hospitality and restaurants. Manual of process maps for hospitality and restaurant services. Editorial Círculo Rojo.


Deming W. Edwards. (1989) Quality, productivity and competitiveness. The way out of the crisis. Diaz de Santos Publishing

Grönroos Ch. (1994) Marketing and service management. Diaz de Santos Publishing

Amat, O. (2005) Costs of quality and non-quality. Management 2000