Quality Management in Cultural Tourism

Students should be familiar with the basics of the quality system, to understand the standards, to gain knowledge about the goals, organization, implementation and effects of the quality system, to demonstrate knowledge of the methods used to improve its application, to monitor and apply novelties in the quality system.

Нема условљености

Students should understand the functioning of the quality system, develop the ability to communicate with experts from other fields, correctly analyze and interpret available information, give adequate recommendations and apply the appropriate method in order to increase the efficiency of the management system.

System theory. Service systems. Quality management in tourism. Quality (understanding the quality, quality circle, quality of semi-products, product quality, service quality, software quality, determining characteristics of the quality). Measurement, testing and control. Determination of quality values. Quality management. TQM. Quality management system standards ISO 9000, ISO 14001, ISO 26000. Environmental standards. Quality system. Managing the economics of quality. Methods and techniques of the quality system. Documentation of the quality system.

Lectures are conducted by combining ("ex cathedra"/"case") method. Theoretical teaching content is presented by "ex cathedra" method using presentations; the second part of the lecture is conducted using the "case" method of presented analyzes of characteristic cases and examples that illustrate the theoretical content. The main form of work will be the processing of cases from practice, in order for students to learn how to use acquired knowledge for practical purposes. Seminars include the preparation, presentation and defense of seminar paper with the application of methodology for the preparation of professional papers. Through the topics of seminar papers, the whole theoretical content of the subject is addressed.

Attendance (2 points); Final exam (0-50 points); Pre-exam activities (pre-exam paper) (0 - 48 points)

Todorović, Z. (2009). Quality management. Banja Luka: Faculty of Economics; Klarić, S.; Pobrić, S. (2009). Quality management - Tools and methods of improvement. Mostar: Faculty of Mechanical Engineering Oakland, J. S. (2003). Total Quality Management-Text with Cases, Elsevier Butterworth-Heinemann, Oxford.

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