COURSE UNIT TITLE

: QUALITY MANAGEMENT

DEGREE PROGRAMMES

Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS
ELECTIVE

Offered By

Tourism Management

Level of Course Unit

First Cycle Programmes (Bachelor's Degree)

Course Coordinator

PROFESSOR DOCTOR OSMAN AVŞAR KURGUN

Offered to

Tourism Management

Course Objective

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

Learning Outcomes of the Course Unit

1   To be able to Explain the Concept, Development and Dimensions of Service Quality
2   To be Able to Explain Total Quality Management, Its Development and Dimensions
3   To be Able to Explain the Concepts of Standard, Standardization and Certification
4   To be able to Analyze Quality Management Systems and ISO 9001
5   To able to establish the ISO 9000 Quality Management System and Manage the Certification Process

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description
1 The Concept of Quality and New Approaches
2 Tourism Ecosystem and Service Quality Concept
3 Dimensions of Service Quality and Development of Total Quality Management
4 Inspection, Quality Control, Quality Assurance and Total Quality Management
5 Quality Gurus and Quality Circles
6 Standard, Standardization and Certification
7 Quality Management Systems-I
8 Quality Management Systems-II, ISO 9001 Development and Certification
9 ISO 9001 Revisions and Clauses
10 ISO 9001 Review-I
11 ISO 9001 Review-II
12 ISO 9001 Review-III
13 ISO 9001 Review-IV
14 Current Developments in Quality Management Systems

Recomended or Required Reading

Savaş Artuğer, SERVICE QUALITY AND TOTAL QUALITY MANAGEMENT IN TOURISM BUSINESSES, Detay Yayınevi, 2021, Ankara.

Planned Learning Activities and Teaching Methods

Lectures and case studies

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


Further Notes About Assessment Methods

1.Midterm Exam: Mid-term exam covers the topics examined in the course and weekly assignments (40%).
2.Final Exam: Final exam covers all subjects 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)

avsar.kurgun@deu.edu.tr

Office Hours

Friday / 10:00-12:00

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours)
Lectures 14 3 42
Tutorials 0 0 0
Preparations before/after weekly lectures 12 1 12
Preparation for midterm exam 1 10 10
Preparation for final exam 1 10 10
Midterm 1 1 1
Final 1 1 1
TOTAL WORKLOAD (hours) 76

Contribution of Learning Outcomes to Programme Outcomes

PO/LOPO.1PO.2PO.3PO.4PO.5PO.6PO.7PO.8PO.9PO.10PO.11PO.12
LO.11
LO.22
LO.33
LO.44
LO.55

CONTACT INFORMATION
Dokuz Eylül Üniversitesi Cumhuriyet Bulvarı No: 144 35210 Alsancak / İZMİR
Phone: +90(232) 412 12 12 - Fax: +90 (232) 464 81 35

Copyright 2015 DEÜ. BİD

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