Quality Control Guidelines for Managing Young Employees in Tourism : Case: S2S Travel Network
Krekilä, Sonja (2013)
Krekilä, Sonja
Kajaanin ammattikorkeakoulu
2013
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201305127889
https://urn.fi/URN:NBN:fi:amk-201305127889
Tiivistelmä
In the evermore competitive and globalized service market quality has proven to be the factor, which can provide the company with a significant competitive advantage. Therefore, excelling in quality management can be the key to success for the company.
The objective of this thesis was to create quality control guidelines for the organization idea and the travel packages offered by it, which were developed in Tourism Product Development course in Kajaani University of Applied Sciences in 2012.
The theoretical background consists of two main approaches, quality and human resource management. Both of the concepts introduce the definition and how the concepts are related to tourism as well as their different phases.
The research problem concerned the human resource management side of quality management: How do we keep quality continuous in the case of young and inexperienced volunteer-based service providers? The research addresses e.g. issues of motivation.
The research itself was a qualitative research. The chosen method was a focused interview with themes related to the theoretical background as well as the case. The results were transcribed and analysed with coding and conceptualizing.
The output of the thesis was quality control guidelines for managing S2S Travel Network and its services. The guidelines contain five parts related to practicalities of quality management and how the case is to be implemented. The ready guidelines can be seen from the appendices.
The objective of this thesis was to create quality control guidelines for the organization idea and the travel packages offered by it, which were developed in Tourism Product Development course in Kajaani University of Applied Sciences in 2012.
The theoretical background consists of two main approaches, quality and human resource management. Both of the concepts introduce the definition and how the concepts are related to tourism as well as their different phases.
The research problem concerned the human resource management side of quality management: How do we keep quality continuous in the case of young and inexperienced volunteer-based service providers? The research addresses e.g. issues of motivation.
The research itself was a qualitative research. The chosen method was a focused interview with themes related to the theoretical background as well as the case. The results were transcribed and analysed with coding and conceptualizing.
The output of the thesis was quality control guidelines for managing S2S Travel Network and its services. The guidelines contain five parts related to practicalities of quality management and how the case is to be implemented. The ready guidelines can be seen from the appendices.