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 1. Develops and deepens his / her knowledge in the field of tourism and hotel management based on his / her undergraduate qualifications.
2. P02 2. Have knowledge about management and organization issues in the field of Tourism and Hotel Management.
3. P03 3. Has knowledge about production management and marketing in Tourism and Hotel Management.
4. P04 4. Tourism and Hotel Management, accounting and finance issues.
5. P05 5. Evaluate the concepts, ideas, data, and information in the sectoral and academic fields and solve the problems.
6. P06 6. Understands the interaction between disciplines related to tourism.
7. P07 7. Evaluate the sectoral conjuncture and make predictions about the future, determine strategic goals and targets, plan and implement them.
8. P08 8. Can prepare projects for the sector; take an active role in the programming, evaluation and execution phases.
9. P09 9. Have cognitive abilities such as attention, memory, judgment and evaluation, reasoning, problem-solving and decision making, understanding, and language production.
10. P10 10. Learn how to learn by learning from their mistakes by making solutions to the problems they face and adopt the principle of lifelong learning.
11. P11 11. Analyze the business, its competitors, the sector and the sectoral competitiveness through various graphs, matrices and tables.
12. P12 12. Knows at least one foreign language which is valid in the field of tourism management.
13. P13 13. Has sufficient knowledge about the sector and business issues such as occupational safety, worker health, social security, quality and sustainability.
14. P14 14. Has knowledge about his / her field and can transfer his / her knowledge, predictions, and thoughts orally and in writing.
15. P15 15. Can apply all stages of tourism industry-related businesses from investment decision to operate.
16. P16 16. Strategic, tactical and operational aspects of business management; comprehend local, national, international and global dimensions.

Po-Lo Matrix