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INTERNATIONAL SUMMER COURSES POSTGRADUATES DEGREES VOCATIONAL TRAINING- STANDARD LEVEL VOCATIONAL TRAINING - HIGH LEVEL SPECIALISED COURSES
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Masters in Strategic Management of Tourism Business
QUALITY AND ENVIRONMENTAL MANAGEMENT

INTRODUCTION

Programme
Process management and business excellence
Management Skills
Strategic Management
Quality and Environmental Management Systems
Tools for continuous improvement and audit processes
Economic-Financial Management

Research Project

60 European Credits



Teaching Time:
October 2010 to June 2011.

Master’s Final Project:
until September 2011.

Timetable: Monday, Wednesday and Friday from 18.00 to 21.00h.

 

The increasing competitiveness of a tourism industry that every day is becoming one of the main driving forces of the global economy generated in the companies of the sector the need to improve both, customer satisfaction as well as all the stakeholders’ satisfaction in the organization. It is imperative to optimize and leverage resources to create greater business benefitsprovided under the slogan "offering quality services" training professionals in the sector with adequate preparation for managing tourism business with a client-based approach, as well asonthe processes and on the continuous improvement.

However, this need had not been met, so far, in a training specifically tailored to the needs of the tourism sector. CETT has taken up this challenge by creating the first official Master of Strategic Management of the Tourist Business specialized in quality and Environment, unique training that aims to offer the industry a comprehensive model for training future managers of tourism businesses, which in each new edition, develops a process of continuous improvement of content and practical experience in the industry, allowing us to be an innovative training offer in the market. Moreover, the collaboration of experts on this topic from the civil service, setting the environmental and quality policies to be implemented in the tourism sector, provides the opportunity for the participants of the master to establish a fruitful exchange of information with its architects.

CETT has also the advantage of running its own tourism enterprises, including a 4-star hotel, the Alimara, the first hotel in Catalonia to be certified "Badge of Environmental Quality in hospitality. 

WHY TO STUDY THIS MASTER?

  • It is the only official master in Strategic Management of Tourism Business specialized in quality and environmental management.
  • CETT Group is a pioneer business implementing quality and environmental management systems in both their own business, as in the tourism industry with which it collaborates through CETT Consultors.
  • The teaching team and collaborators participating in the master are renowned professionals in the tourism sector.
  • It has an action-oriented learning methodology that uses the techniques of group dynamics, role playing, and outdoor training to ensure training with immediate implementation into the company.
  • The cultural diversity of students in the master, allows a rich professional exchange and an overview of group participants.
  • CETT has a close relationship with the business and institutional sectors of tourism and offers its students a strong job market that provides an immediate job placement.
  • It is an official Master of the University of Barcelona valid throughout the European territory.

OBJECTIVES

Providing students with the knowledge and skills needed to make them able to:

  • DESIGNproducts and / or tourist services, under the parameters of business excellence, taking into account the needs of customers, their satisfaction level and communication channels with the objective of creating loyalty and retaining and attracting new customers.
  • MANAGE the quality of tourist products and services, using different tools, systems and standards available for quality and the environment.
  • SET strategies for sustainable development in business and tourist destinations incorporating environmental variables.
  • DEVELOP key skills for the 21st century manager, covering from leadership to the ability of making complex decisions, not to mention teamwork and multicultural adaptation.

 

PROFILE

  • DIPLOMA in Tourism.
  • TECHNICIAN in Tourist Business and Activities.
  • BACHELORS AND GRADUATES interested in specializing in this field.
  • MANAGERIAL POSITIONS and/or people connected to the tourism sector with responsibility for promoting quality and environmental management.
  • PROFESSIONALS of quality and environmental management in other sectors they may like to.

PROGRAMME

SEMESTER 1: OCTOBER 09 / FEBRUARY 10
SEMESTER 2: FEBRUARY 10 / JUNE 10
DEADLINE FOR THE PROJECT SEPTEMBER 10

Module 1. Process management and business excellence

This module will consist of two main blocks: the first will be introduced to construct the theoretical framework of departure for subsequent modules where the tools and the systems of quality and environmental management will be discussed in detail. In the first set it is sought to provide students with an overview of the concepts of total quality and sustainability within the framework of the tourism sector.

The second large block will cover the whole process management within the framework of business excellence. The processes are now seen as the operational base of most organizations and gradually turning into the structural basis for a growing number of companies. Moreover, this block refers to the services and design, taking particular account of the customer satisfaction and loyalty, which requires us to work with a maximum degree of excellence. Of course, in this area communication and customer service play a key role.

The objectives of this module are:

  • Linking the tourism sector with the concept of environment and sustainable development and identifying the economic, social cultural and environmental impacts thereof.
  • Defining quality in order to identify the need for tourism enterprises to guarantee it in their products and services as well as knowing the importance of orienting the culture of the organization towards excellence and directing the employer’s efforts towards continuous improvement.
  • Providing the key suitable knowledge to transform the classical management functions in modern Process Management, designed to focus all efforts of the organization towards business excellence.
  • Providing key concepts and tools for the proper design of services, as well as communication and customer service.

The subjects that make up this module are:

  • Sustainability in the organization of the tourist business
  • Management through process in tourist business and services.

10 ECTS

Module 2. Competences of the Strategic Management

Management Skills

From a holistic view of people’s management as a key factor to the success of organizations, this subject aims to sensitize and empower the future leaders of the need to address and manage the human factor from the start of the relationship during their career in the company and at the end of it. Similarly, the basis for identifying the necessary management skills to lead the team in meeting objectives will be laid.

The topics covered by this subject are:

  • Keys for professional success in the tourism business and services
  • Managing and leading competences
  • Promotion of management to be implemented in people assets in tourism organizations

Strategic Management

With the Strategic Management subject it is intended for students to acquire the knowledge to manage the organization under an approach to incorporate the latest trends in the field.

It will introduce the student to the key actions to undertake the performance of the required strategic analysis required, leading to a diagnosis of both the internal and external situation of the company. The different strategies will be considered, which depending on the circumstances, the company may take to achieve the desired objectives.

The topics covered by the subject are the following:

  • Analysis of a business situation
  • Strategic Formulation
  • Strategy monitoring and implementing

Financial-Economic Management

This module will provide the student with the skills to analyze the situation of the company from and economic-financial point of view, and so allowing the student to set operating budgets, getting to know the costs of the services provided, evaluating different possible investment decisions, etc.. . Moreover, emphasis will be placed on quality and non- quality costs as key elements for their own profitability, both economic and image, for example.

The topics covered by this subject are the following:

  • Financial-Economicanalysis
  • Financial-Economic management
  • Quality and non-quality costs

10 ECTS

Module 3. Quality and Environmental Management Systems

This module will develop the contents for the different types of Quality and Environmental Management Systems that are implemented in the tourism service organizations: the EFQM model, ISO 9001, ISO 14001, European EMAS Regulation and the Q of ICTE. Moreover, an overview of companies that have their own system of management based on reference to one of the previously mentioned will be provided. This will teach how to implement an integrated system.

These systems are intended to ensure efficient management by identifying, managing, directing, and acting on interrelated processes as a system, contributing to the organizational effectiveness and efficiency in achieving its goals.

The objectives of this module are:

  • Getting to know the different Quality and Environmental management models currently at the market.
  • Being able to implement and develop a Quality and Environmental Management System adapted to the business realities of each service and / or tourism product.
  • Getting a vision of how to implement an integrated system.

The subjects that make up this module are the following:

  • Quality management systems to be implemented into tourism services: ISO 9001:2000, Q
  • Systems for environmental management implemented into tourism services.Regulation ISO 14001, EMAS regulation and eco-labels

10 ECTS

Module 4. Tools for continuous improvement and audit processes

This module will develop the skills an auditor must have for either quality, environmental or integrated management systems.Audits whatever type they are, are one of the most powerful tools that a management system has to assess the effectiveness of all processes of the organization at any time of the business activity, and so we can work towards the continuous improvement of the identified strengths and weaknesses identified.

As it is well-known, many of the management systems have three clearly defined pillars: the focus on processes, customer focus and the approach towards continuous improvement.It's the latter, the one which allows a practical approach to achieve continuous improvement in all types of organizations, since we cannot forget that the essence of FQM (Full Quality Management) is the principle of continuous improvement.

The objectives of this module are:

  • Getting to know the different types of audits that can be performed in an organization.
  • How the whole audit process develops: planning, preparation, implementation, reporting, Non-conformity.
  • Developing the skills of making up the profile of the SGCMA auditor through role-playing techniques.
  • Getting to know which the main Tools for continuous improvement are, and what their application is using case studies.

The subjects which make up this module are the following:

  • Tools for the quality and environmental audit
  • Techniques and tools for qualityimprovement

10 ECTS

Master’s Final Project

From the second semester of the academic year, students can either begin to develop their collaboration period in specialized businesses, or their research project. At any time and to its completion (maximum allowable date for these activities to September 2009), the student has a personalized monitoring under the assignment of a tutor for research.

20 ECTS

METHODOLOGY

The learning model used in this Master of Strategic Management in Business Management is designed by different blocks which provide students with professional skills to develop as managers of each of the lines of specialization which make up the Master.

The School of Hospitality and Tourism CETT-UB is committed to the new paradigm of competence-based training, according to the new model of the European Higher Education Area. We have a learning model whose learning objectives, content, training methods and assessment systems are based on the development of competencies considered essential, according to our experience and our industry needs.

The continued involvement of students in classes, their constant provocation by reflection exercises and the resolution of practical work provides students with the necessary skills for their career success in each of the specialities.


The Master is made up by individual and group work sessions and its further analysis and discussion in class. Some of these sessions will be conducted to share experiences of students in the three specialties because of the cross-cutting of their nature. Through these sessions, the group will get enriched through the exchange of different views that can be generated under the three areas of specialization.

Likewise, simulation exercises and “role-playing” will be performed "to acquire skills that they will later implement into tourism enterprises as managers of Quality and Environmental Systems, the Human Resources area, Marketing or Sales.

Outings to the places of application will be conducted in order to have direct contact with the practical implementation of the knowledge acquired in the classroom. Also, visits will be conducted to organizations with management models of interest in accordance to the predetermined content in the relevant modules.

The participation throughout the master of the best companies and leading organizations for excellence in management will provide varied and enriching viewpoints to the students with unique and innovative practice.

OUTDOOR TRAINING

The "Outdoor Training" activities are actions in which formative experiences make an important part of the learning model serving to enhance multiple skills among professionals such as creativity, leadership, strategy, teamwork, negotiation, resource management, work in critical situations, adaptation to change, productivity improvement and ultimately continuous improvement.

ASSESSMENT

In order to ensure a successful learning model, the Master in Strategic Management of Tourism Business provides students with the possibility to develop their skills through a formative assessment programme based on the rules of official master programmes of the University of Barcelona adopted for the self-learning quality and development, prioritizing the criteria for continuous assessment, during the different modules.

The assessment of the student's learning is made out of continuous follow-up by different teachers in reference to:

  • the performance of written evidence
  • carrying out practical activities of cases introduced in the classroom
  • the synthesis and analysis of the reading of books pointed out by teachers to broaden the student's knowledge on some subjects of the modules
  • the participation in the classroom with the implementation of real cases and role-playing
  • customized tutoring

CAREER POSSIBILITIES

The main professional profile is that of Director of Quality and Environment. This position primarily aims at promoting activities aimed at continuously improving the effectiveness and efficiency of organizational processes and meeting the needs of its stakeholders. This function is defined as the engine of internal change that supports all internal areas in the strategy definition, process development and implementation of actions to achieve excellent results on improving profitability, increasing market shares, and increasing internal and external customer satisfaction. Some of the best output profiles identified are:

  • Vice-chairman/woman andDeputy to Management of Tourism Business who within their role develop activities related to the quality and environmental management.
  • Consultant specializing in implementing quality and environmental management systems into business and tourism services.
  • Consultant specializing in operational process improvement of tourist services: definition of working methods, supervision, monitoring and measurement processes through indicators, the design of tools for continuous improvement of processes.
  • Technical advisor for the implementation of quality and environmental management systems for the public administrations, etc…