COURSE UNIT TITLE

: SERVICE QUALITY MANAGEMENT

Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS
SEC 2075 SERVICE QUALITY MANAGEMENT ELECTIVE 3 0 0 5

Offered By

Gastronomy and Culinary Arts

Level of Course Unit

First Cycle Programmes (Bachelor's Degree)

Course Coordinator

PROFESSOR DOCTOR HÜLYA KURGUN

Offered to

Gastronomy and Culinary Arts

Course Objective

This course aims to provide students; understand the concept of quality management concepts, theories of management, total quality management, and the development process, using total quality management tools in food and beverage enterprises, configuring the quality management system and self- valuation models, evaluate systems and models in terms of quality.

Learning Outcomes of the Course Unit

1   to be able to apply total quality management in food and beverage businesess.
2   to be able to use of total quality management tools.
3   to be able to use service quality measurement models
4   to make preparations for the application process for the quality awards
5   to evaluate the success of service qulaity

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description
1 Management concept and management theories
2 Service era and its place in economy, service concept and its classification
3 The concept of quality, the dimensions of quality, the concept of service quality and its components
4 The development of the concept of quality
5 Quality tools
6 Development and basic principles of Total Quality Management
7 Midterm Exam
8 Midterm Exam
9 Measurement of service quality
10 SERVQUAL Scale
11 Grönroos and Servperf Scales
12 DINESERV Scale and Michelin Star
13 Quality awards
14 Quality awards
15 Final Exam
16 Final Exam

Recomended or Required Reading

Textbook(s): Toplam Kalite Yönetimi, Hasan Şimşek, Seçkin Yayıncılık, Ankara, 2010, 292 sf.

Planned Learning Activities and Teaching Methods

Lecture, presentation, class discussions, question and answer.

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA
1 VZ Vize
2 FN Final
3 BNS BNS VZ*0.40+FN * 0.60
4 BUT Bütünleme Notu
5 BBN Bütünleme Sonu Başarı Notu VZ*0.40+BUT * 0.60


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

Further Notes About Assessment Methods

1. Midterm Exam: Midterm exam includes subjects and assignments in the course content (40%).
2. Final Exam: The exam will cover all subjects in the course content. Students are also responsible for the discussion, practice and case studies (60%).
3. Resit: The exam will cover all the topics in the course content. Students are also responsible for the discussion, practice and case studies (60%).

Assessment Criteria

Exam papers will be evaluated regarding the level of understanding, as well as defining the causality between the basic concepts and issues of the lecture, ability of giving examples and analytical thought, and using relevant terminology.

Language of Instruction

Turkish

Course Policies and Rules

1. It is obligatory to attend at least 70% of the classes
2. Plagiarism of any type will result in disciplinary action.
3. It is essential that students make use of the reading list
4. Students are expected to be involved in class discussions

Contact Details for the Lecturer(s)

hulya.kurgun@deu.edu.tr

Office Hours

Friday / 13:00-17:00

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours)
Lectures 12 3 36
Tutorials 2 4 8
Preparations before/after weekly lectures 12 4 48
Preparation for midterm exam 1 10 10
Preparation for final exam 1 15 15
Final 1 3 3
Midterm 1 3 3
TOTAL WORKLOAD (hours) 123

Contribution of Learning Outcomes to Programme Outcomes

PO/LOPO.1PO.2PO.3PO.4PO.5PO.6PO.7PO.8PO.9PO.10PO.11PO.12
LO.15
LO.25
LO.35
LO.45
LO.55