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Quality Management

Module name (EN): Quality Management
Degree programme: Leisure, Sports, Tourism Management, Master, ASPO 01.04.2014
Module code: MFSTM-W-91
Hours per semester week / Teaching method: 4V (4 hours per week)
ECTS credits: 6
Semester: 2
Mandatory course: no
Language of instruction:
German
Assessment:
Project work (Can be repeated annually)
Curricular relevance:
MFSTM-W-91 Leisure, Sports, Tourism Management, Master, ASPO 01.04.2014, semester 2, optional course, general subject
Workload:
60 class hours (= 45 clock hours) over a 15-week period.
The total student study time is 180 hours (equivalent to 6 ECTS credits).
There are therefore 135 hours available for class preparation and follow-up work and exam preparation.
Recommended prerequisites (modules):
MFSTM-110 Leisure, Sport and Tourism Studies
MFSTM-120 Stakeholders in the Leisure, Sport and Tourism Sectors
MFSTM-130 Project and Process Management
MFSTM-140 Intercultural and Sociocultural Competence
MFSTM-150 Empirical Methods in Social Science Research


[updated 24.01.2014]
Recommended as prerequisite for:
Module coordinator:
Prof. Dr. Achim Schröder
Lecturer:
Dozenten des Studiengangs


[updated 24.01.2014]
Learning outcomes:
After successfully completing this module, students will be able to:
_ explain the significance and special features of quality management and service quality in the fields of leisure, sports and tourism management,
_ characterize and compare different types of and approaches to quality management,
_ develop quality criteria for products and services in the leisure, sports and tourism sectors within a team (and, if necessary, with third parties) in order to develop a quality management concept based on these criteria,
_ document the key results of their project and communicate them in a presentation to the group (as well as to third parties, if necessary).


[updated 20.01.2020]
Module content:
_ The importance of quality in the leisure, sports and tourism sector
_ Principles of quality management
_ Quality types and quality levels
_ Quality management approaches, certificates and seals of quality
_ Analyzing and measuring service quality
_ Planning, implementing and controlling quality management
_ Quality management as a management task
_ Complaint management
_ Case studies from different segments in leisure, sports and tourism


[updated 20.01.2020]
Teaching methods/Media:
_ Seminaristic lecture course
_ Case studies (where appropriate, study trip)
_ Role playing
_ Group and project work (concept development and presentation)
_ Discussions with fellow students and third parties
_ Presentations and preparation of documentation/papers

[updated 20.01.2020]
Recommended or required reading:
_ Bruhn, Manfred: Qualitätsmanagement für Dienstleistungen: Grundlagen, Konzepte, Methoden, Berlin, 2011
_ Eckhoff, Manon: Qualität und Qualifizierung im Tourismus: Anforderungen an ein ganzheitliches Qualitäts- und Qualifizierungssystem in einer Destination (Schriftenreihe des IMT; 2), München, 2007
_ Kandampully, Jay: Service Quality Management in Hospitality, Tourism, and Leisure, 2001
_ Müller, Hansruedi: Qualitätsorientiertes Tourismus-Management: Wege zu einer kontinuierlichen Weiterentwicklung, Bern, 2004
_ Pechlaner, Harald (Hrsg.): Qualitätsmanagement im Tourismus: Kundenorientierung, Kundenbindung und Kundenzufriedenheit (Management und Unternehmenskultur; 15), Wien, 2006
_ Pompl, Wilhelm; Lieb, Manfred G. (Hrsg.): Qualitätsmanagement im Tourismus, München [u.a.], 1997
_ Romeiß-Stracke, Felizitas: Service-Qualität im Tourismus: Grundsätze und Gebrauchsanweisungen für die touristische Praxis, München, 1995
_ Weiermair, Klaus; Pikkemaat, Birgit (Hrsg.): Qualitätszeichen im Tourismus: Vermarktung und Wahrnehmung von Leistungen (Schriften zu Tourismus und Freizeit; 3), Berlin, 2004
 


[updated 20.01.2020]
[Sun Apr 18 07:17:07 CEST 2021, CKEY=fq, BKEY=fsm, CID=MFSTM-W-91, LANGUAGE=en, DATE=18.04.2021]