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Certificação da qualidade no turismo: Estágio na Sociedade Geral de Superintendência (SGS)
| Name: | Description: | Size: | Format: | |
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| 2.42 MB | Adobe PDF |
Advisor(s)
Abstract(s)
O presente relatório tem como objectivo principal apresentar uma descrição e uma análise reflexiva sobre o estágio realizado no organismo de certificação SGS ICS, Lda. A elaboração deste trabalho final enquadra-se no âmbito do mestrado em turismo, vertente de gestão estratégica de destinos turísticos, nos termos do regulamento do ciclo de estudos conducente à obtenção do grau de mestre pela Escola Superior de Hotelaria e Turismo do Estoril.
Este documento apresenta sob a forma de revisão bibliográfica a compilação da pesquisa efectuada sobre os temas desenvolvidos e aprofundados para melhor cumprir os objectivos definidos pela administração da empresa que acolheu o estágio. É o caso da análise do desenvolvimento turístico actual, da qualidade, do processo de normalização em geral e o que especificamente diz respeito à actividade turística, os sistemas de gestão, a certificação e ainda aos rótulos (nomeadamente de distinção ecológica ou de prestação de serviço) existentes aplicáveis ao Turismo.
No núcleo do documento é apresentada e caracterizada a unidade de acolhimento, são descritas as actividades executadas, os principais projectos desenvolvidos, sendo ainda feita uma abordagem sucinta a outros subsectores turísticos com manifesto potencial para a implementação da certificação.
No relatório são ainda apresentados os dados referentes a um estudo exploratório, realizado voluntariamente através da aplicação de um inquérito uma selecção de clientes da SGS, ICS cujas actividades se relacionam com o sector turístico, de forma a perceber quais as motivações que levaram estas empresas a certificarem-se e qual o seu interesse nos projectos mais recentes de normalização específica para o sector.
O relatório termina com as considerações finais relativas à avaliação de desempenho das tarefas atribuídas durante o estágio, bem como das competências adquiridas e desenvolvidas de acordo com os objectivos propostos.
The main objective of this report is to present a description and a reflective analysis of the trainee development in the certification body SGS, ICS, Lda. This work falls under the scope of the master's degree in tourism, specialization in strategic management of tourism destinations pursuant to the rules of the course leading to the achievement of the degree of Master's by Escola Superior de Hotelaria e Turismo do Estoril. This document is presented with the form of a bibliographic compilation, the deep research done on the subjects developed in order to fulfill the objectives set by the management of the host enterprise. It includes, also, the analysis of current developments in tourism, the concept of quality, the standardization process in general and the one specific to the tourism market, management systems, certification and also the labels (including distinctive ecological or service) applicable to tourism. The hosting unit is presented and characterized at the core of the document, where the activities carried out are described together with the main projects and also a brief approach to other tourism sub-sectors with clear potential for the implementation of the certification. Furthermore, in this report it is also presented data related with an exploratory study, conducted voluntarily through the application of a survey to a selection of SGS ICS customers. Their activities are related to the tourism sector in order to understand the motivations that lead these companies to the certification and their interest in recent standards projects specific to the sector. The document concludes with final remarks concerning the evaluation of the overall performance on the assigned tasks during the training and skills obtained and developed in accordance with the proposed objectives.
The main objective of this report is to present a description and a reflective analysis of the trainee development in the certification body SGS, ICS, Lda. This work falls under the scope of the master's degree in tourism, specialization in strategic management of tourism destinations pursuant to the rules of the course leading to the achievement of the degree of Master's by Escola Superior de Hotelaria e Turismo do Estoril. This document is presented with the form of a bibliographic compilation, the deep research done on the subjects developed in order to fulfill the objectives set by the management of the host enterprise. It includes, also, the analysis of current developments in tourism, the concept of quality, the standardization process in general and the one specific to the tourism market, management systems, certification and also the labels (including distinctive ecological or service) applicable to tourism. The hosting unit is presented and characterized at the core of the document, where the activities carried out are described together with the main projects and also a brief approach to other tourism sub-sectors with clear potential for the implementation of the certification. Furthermore, in this report it is also presented data related with an exploratory study, conducted voluntarily through the application of a survey to a selection of SGS ICS customers. Their activities are related to the tourism sector in order to understand the motivations that lead these companies to the certification and their interest in recent standards projects specific to the sector. The document concludes with final remarks concerning the evaluation of the overall performance on the assigned tasks during the training and skills obtained and developed in accordance with the proposed objectives.
Description
Keywords
Certificação Qualidade Turismo SGS Certification Quality Tourism
Citation
Publisher
Escola Superior de Hotelaria e Turismo do Estoril