TQM IN TOURISM AND HOSPITALITY INDUSTRIES

Course Description

This course is designed to enable students to understand the principles, concepts, processes and procedures related to Total Quality Management (TQM). Quality will present the various TQM frameworks and quality improvement tools needed to apply the culture. The main aim is to reduce waste, increase quality, ensure total customer satisfaction and ultimately strengthen competitive advantage. In addition this course aims to achieve the acknowledgement of the concepts of Total Quality Management and Quality Management Systems, introduction to Total Quality Management Techniques and Statistical Process Management tools. The following topics will be discussed in the course; Competition and quality concepts, Total Quality Management principles and practices, Total Quality Management tools and techniques, Statistics, Probability, Control charts, reliability are among the topics of this course.

TQM IN TOURISM AND HOSPITALITY INDUSTRIES

Evaluation Tools (Active Term)

No evaluation items have been defined.

Course outcomes

1. 01 Describe the operations of successful quality tourism and hospitality firms that can be benchmarks for future management practice;
2. 02 Understand the “state of the art” of quality service management thinking;
3. 03 Aware of the opportunities that information technology can have for enhancing competitiveness;in quality management
4. 04 Explain the organizational significance of managing the service encounter to achieve internal and external customer satisfaction through quality
5. 05 Describe the concepts of service quality and customer satisfaction and apply various models to measure service quality;
6. 06 Understand the dimensions of service quality management growth and expansion both domestically and internationally in toursim and hotel industry;
7. 07 Critique on the notions of SERVQUAL and SERVPERF and other quality measurement models;
8. 08 Present a research article on current issues in tourism and hospitality.

Course Syllabus

Reference Books & Course Materials

1. 01 Ford, R. C. , Sturman, M.C., & Heaton, C.P. (2012). Managing Quality Service in Hospitality: How Organizations achieve excellence in the guest experience
2. 02 Kandampully, J., Mok, C., and Sparks, B., (Eds.)., Service Quality Management in Hospitality, Tourism, and Leisure, Routledge Publising, New York, 2010.
3. 03 Foster, S. T. (2013). Managing Quality, Inetgrating the Supply Chain. (6Ed).Pearson
4. 04 Miartana I. P. Et al 2014. Implementation of Total Quality Management Based Knowledge Management and Its Effect on Customer Satisfaction and Organization Performance. Studies on Four and Five Star Hotels in Bali. European Journal of Business and Management. 6.24, 98-107

Learning Outcomes

1. L01 Describe the operations of successful quality tourism and hospitality firms that can be benchmarks for future management practice;
2. L02 Understand the “state of the art” of quality service management thinking;
3. L03 Aware of the opportunities that information technology can have for enhancing competitiveness;in quality management
4. L04 Explain the organizational significance of managing the service encounter to achieve internal and external customer satisfaction through quality
5. L05 Describe the concepts of service quality and customer satisfaction and apply various models to measure service quality;
6. L06 Understand the dimensions of service quality management growth and expansion both domestically and internationally in toursim and hotel industry;
7. L07 Critique on the notions of SERVQUAL and SERVPERF and other quality measurement models;
8. L08 Present a research article on current issues in tourism and hospitality.

Program Outcomes

1. P01 PO1 Been able to demonstrate their learned skills and knowledge regarding business related issues and research which they can use continuously in their personal and business life.
2. P02 PO2 Obtained theoretical and practical information from the courses that allowed students to learn and work independently.
3. P03 PO3 Been ensured that they learnt by increasing their level of knowledge and skills which are necessary in their field.
4. P04 PO4 Increased their creativity and analytical thinking and developed crucial skills which are needed to be applied both in their studies, research, and future careers.
5. P05 PO5 Adopted and implemented ethical principles and moral values regarding the use of technology in their studies and professional lives by creating an awareness on using the technological imperatives.
6. P06 PO6 Designed their theoretical and practical knowledge in a way that they could make use of in a collaborative usage and various working contexts.
7. P07 PO7 Enrolled in intercultural or international projects which could provide opportunities to develop their skills and implement them successfully in their studies, research and future careers.
8. P08 PO8 Improved their communication skills successfully and been able to implement them in various international education, research and work context by increasing their social capital.
9. P09 PO9 Been able to implement their learnt knowledge and research skills into practice through scenarios, case studies, empirical articles and real-life observations.
10. P10 PO10 Created awareness and developed ethical undertaking by incorporating the learnt theories with environmental approaches to be further implemented into their research and careers.

Po-Lo Matrix