COURSE UNIT TITLE

: TOTAL QUALITY MANAGEMENT IN TOURISM

Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS
TMT 3004 TOTAL QUALITY MANAGEMENT IN TOURISM ELECTIVE 3 0 0 4

Offered By

Tourism Management

Level of Course Unit

First Cycle Programmes (Bachelor's Degree)

Course Coordinator

DOCTOR MANOLYA AKSATAN KAPLANSEREN

Offered to

Tourism Management

Course Objective

The aim of this course is to provide students the core issues of total quality management concept and principles. This course also aims to create awareness about different quality certification types and processes and the need for these certificates in tourism industry.

Learning Outcomes of the Course Unit

1   Recall the principles of total quality management in order to be able to discuss the importance quality in tourism industry.
2   Define widely-used quality management system certificates to be able to evaluate the use of these certificates in different organizations.
3   List quality gurus and their theories in order to be able to compare them with each other.

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description
1 General overview of the course
2 An Overview of Quality, Quality Gurus, Quality Movements & RelatedTopics, An Owerview of Total Quality Management (TQM)
3 Organizational Culture and Leadership
4 Total Quality Management in Hospitality Industry, Customer Satifaction
5 ISO 9001:2008 Quality Management System ISO 22000: Food Safety Management System ISO 14001: Environmental Management System SA 8000: Social Accountability
6 Documentation
7 Benchmarking Quality Function Deployment Quality Awards
8 Problem Solving Techniques
9 Term Paper Presentations
10 Term Paper Presentations
11 Term Paper Presentations
12 Term Paper Presentations

Recomended or Required Reading

1. Dale H. Besterfield, Carol Besterfield-Michna, Glen H. Besterfield and Mary Besterfield-Sacre, Total Quality Management, 2nd Edition, Prentice-Hall, 1999.
2. King, J. H. and Cichy, R. F. (2006). Managing for Quality in the Hospitality Industry, New Jersey: Prentice-Hall.

Planned Learning Activities and Teaching Methods

1. Lecture
2. Discussion
3. Term project


Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA
1 MTE MIDTERM EXAM
2 PRJ PROJECT
3 ASG ASSIGNMENT
4 FIN FINAL EXAM
5 FCG FINAL COURSE GRADE MTE*0.30+PRJ*0.30+ASG*0.10+FIN*0.30
6 RST RESIT
7 FCGR FINAL COURSE GRADE(RESIT) MTE*0.30+PRJ*0.30+ASG*0.10+RST*0.30


*** Resit Exam is Not Administered in Institutions Where Resit is not Applicable.

Further Notes About Assessment Methods

None

Assessment Criteria

1. The student will be able to tell the principles of quality and total quality management.
2. The student will be able to discuss the importance of quality in tourism industry and evaluate the current quality approaches in tourism industry.
3. The student will be able to compare different quality management systems.
4. The student will be able to list important quality gurus and their contributions to the literature.

Language of Instruction

English

Course Policies and Rules

1. Attending at least 70 percent of lectures is mandatory.
2. Plagiarism of any typewill result in disciplinary action.
3. Participation to the course and discussions during the classes is required.
4. Late arrivals to the class should be avoided.
5. All electronic devices should be kept close during the lectures.

Contact Details for the Lecturer(s)

To be announced.

Office Hours

To be announced.

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours)
Lectures 12 3 36
Tutorials 0 0 0
Preparations before/after weekly lectures 8 3 24
Preparation for midterm exam 1 8 8
Preparation for final exam 1 10 10
Preparation for quiz etc. 0 0 0
Preparing assignments 1 12 12
Preparing presentations 1 4 4
Quiz etc. 0 0 0
Final 1 1 1
Midterm 1 1 1
TOTAL WORKLOAD (hours) 96

Contribution of Learning Outcomes to Programme Outcomes

PO/LOPO.1PO.2PO.3PO.4PO.5PO.6PO.7PO.8PO.9PO.10PO.11PO.12PO.13PO.14PO.15PO.16PO.17PO.18PO.19
LO.13544
LO.23454
LO.354