COURSE UNIT TITLE

: QUALITY MANAGEMENT IN TOURISM

DEGREE PROGRAMMES

Description of Individual Course Units

Course Unit Code Course Unit Title Type Of Course D U L ECTS
TUI 5084 QUALITY MANAGEMENT IN TOURISM ELECTIVE 3 0 0 5

Offered By

Tourism Management

Level of Course Unit

Second Cycle Programmes (Master's Degree)

Course Coordinator

ASSISTANT PROFESSOR DEMET BAĞIRAN ÖZŞEKER

Offered to

Tourism Management

Course Objective

The objective of this course is to examine the concepts of quality and management; to apply total quality management tools in tourism businesses; and to set up and evaluate total quality management systems.

Learning Outcomes of the Course Unit

1   Implement quality management processes in tourism businesses.
2   Apply total quality management tools.
3   Set up quality management systems.
4   Make provisions for the application process of quality rewards.
5   Evaluate quality management systems in terms of documentation and economics of quality.

Mode of Delivery

Face -to- Face

Prerequisites and Co-requisites

None

Recomended Optional Programme Components

None

Course Contents

Week Subject Description
1 Concept of Management
2 Management Theories
3 Concept of Quality and Its Development
4 Dimensions of Quality
5 Concept of Service Quality and Its Dimensions
6 Total Quality Management: Development and Principles
7 Total Quality Management: Development and Principles
8 Process Management and Continuous Learning
9 Total Quality Management: Old and New 7-Tools
10 Quality Management Systems
11 Quality Rewards
12 Quality Rewards
13 Quality Costs
14 Measurement of Service Quality in Tourism Businesses

Recomended or Required Reading

Textbook(s): Toplam Kalite Yönetimi, David L. Goetsch, Stanley B. Davis, Nobel Akademik Yayıncılık, Ankara, 2017.
Materials: Articles from academic journals

Planned Learning Activities and Teaching Methods

Lectures
Case analysis

Assessment Methods

SORTING NUMBER SHORT CODE LONG CODE FORMULA
1 MTE MIDTERM EXAM
2 FCG FINAL COURSE GRADE
3 FCGR FINAL COURSE GRADE MTE * 0.40 + FCG* 0.60
4 RST RESIT
5 FCGR FINAL COURSE GRADE (RESIT) MTE * 0.40 + RST* 0.60


Further Notes About Assessment Methods

Further Notes About Assessment Methods
1. Midterm Exam: Midterm exam encompasses the subjects covered in lectures
as well as weekly assignments (40%)
2. Final Exam: The exam encompasses all the subjects covered throughout
the semester, as well as in-class discussions, applications and case
studies (60%)

Assessment Criteria

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

English

Course Policies and Rules

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)

demet.bagiran@deu.edu.tr

Office Hours

Monday / 13:00-14:00

Work Placement(s)

None

Workload Calculation

Activities Number Time (hours) Total Work Load (hours)
Lectures 14 3 42
Preparations before/after weekly lectures 14 3 42
Preparation for midterm exam 1 20 20
Preparation for final exam 1 20 20
Midterm 1 1,5 2
Final 1 1,5 2
TOTAL WORKLOAD (hours) 128

Contribution of Learning Outcomes to Programme Outcomes

PO/LOPO.1PO.2PO.3PO.4PO.5PO.6PO.7PO.8PO.9PO.10
LO.15455455355
LO.25553444545
LO.35444444434
LO.45554544344
LO.55544443443

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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