Business Process Management in Tourism (in English)

  • Credits: 4
  • Ending: Examination
  • Range: 2C
  • Semester: summer
  • Year: 2
  • Faculty of Commerce

Teachers

Included in study programs

Tourism Management

Teaching results

Knowledge
The student, based on acquired knowledge, is able to identify processes in tourism enterprises and organizations, create process maps, gain knowledge about process analysis, performance measurement of processes, and the use of methods based on a process-oriented approach.
Skills
The student will be able to synthesize and subsequently apply appropriate methods for measuring and evaluating processes based on a process-oriented approach, including the use of software tools. They will be able to work flexibly and creatively in changing conditions, strategically respond to new situations, assess the hierarchy, content, and specifics of processes in tourism enterprises, and propose improvements. Additionally, the student will be capable of critically evaluating factors and bottlenecks in process management using appropriate methods based on the process-oriented approach.
Competencies
A graduate of this course will acquire competencies in the identification of processes in tourism enterprises, the creation of process maps, process performance measurement, simulation, optimization, and process improvement in tourism businesses and organizations. The acquired competencies will enable the student to enhance their critical thinking in the given area.

Indicative content

The course is focused on acquiring knowledge, competencies, and skills for the successful creation of tourism products, not only as standalone services but primarily as service packages. The course emphasizes the step-by-step development of a comprehensive offer – a tour with elements of discovery/experience, fully applicable within the product portfolio of a travel agency. The techniques of preparation, contracting, and product creation offered by tourism enterprises to customers form the core content and outcome of the student’s final semester project.

Support literature

Basic literature:
1. GADATSCH, A. Business process management. Wiesbaden: Springer, 2023, 222s. ISBN 978-3-658-41583-9.
Support literature:
2. CHALUPA, Š., PETRIČEK, M. 2020. The Application of Business Process Management in the Hospitality Industry: A Case Study", IBIMA Business Review, Vol. 2020. DOI:10.5171/2020.301930
3. VOUK, I. Hospitality 2.0: Digital Revolution in the Hotel Industry. San Diego: Ira Vouk Hospitality Technology and Revenue Management Consulting, 2022, 276 p. ISBN: 978-1716137785.

Syllabus

1. The basics and content of business process management in tourism. Basic concepts and interrelations. Principles of business process management. 2. Development of business process management. Functional versus process approach to management in tourism enterprises. 3. Business processes and their characteristics. Process and its attributes, process identification, analysis, and improvement. Specifics of processes in tourism. 4. Classification of business processes. Process mapping. Creating process maps and process models in tourism enterprises. Process modeling. 5. Application of business process management in tourism enterprises. Implementation of business process management. Barriers to implementing business process management. Benefits of business process management. 6. Organizational and personnel support for business process management. Corporate culture and the human factor. Process management as change management. 7. Methods and concepts based on a process-oriented approach. Overview of concepts and methods and their basic classification. Application of appropriate methods for measuring and evaluating processes in tourism enterprises based on a process-oriented approach. 8. Customer relationship management (CRM) in tourism enterprises. Case study on customer relationship management. 9. Complaint management from a process perspective. Case study on complaint management in tourism enterprises. 10. The Balanced Scorecard Method. Application of the method in tourism enterprises and its benefits. 11. Process-oriented approach in quality systems. Performance management from the perspective of a process-oriented approach in tourism enterprises. 12. Information technologies in business process management. Software solutions in business process management. Mapping tools. Modeling tools. Simulation tools. 13. Business process management in practice for tourism enterprises.

Requirements to complete the course

40 % preparation and presentation of semester work
60 % written exam

Student workload

Workload: 104 hours
Participation in seminars: 26 hours
Preparation for seminars, processing of the semester project: 26 hours
Exam preparation: 52 hours

Language whose command is required to complete the course

English

Date of approval: 11.03.2025

Date of the latest change: 28.03.2025