| 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) [updated 20.01.2020] |
| Applicability / 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] |
[Thu Dec 2 02:27:04 CET 2021, CKEY=fq, BKEY=fsm, CID=MFSTM-W-91, LANGUAGE=en, DATE=02.12.2021]