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
TUR 2022 QUALITY MANAGEMENT COMPULSORY 3 0 0 3

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 New experiences in quality and the rise of ecosystems, ecosystem wars and new algorithms.
2 Tourism Ecosystem and Service Quality Concept Evolution of the concept of quality in tourism, new tourism economy and global norms, development and dimensions of total quality management, the concept of quality and factors determining quality.
3 Dimensions of Service Quality and Development of Total Quality Management Definitions related to quality, the concept and characteristics of service, the concept of service quality, the building blocks of service quality, dimensions of service quality, stages in the development of the concept of quality, inspection
4 Inspection, Quality Control, Quality Assurance and Total Quality Management Quality control, quality assurance, functions of quality assurance, total quality management, functions of total quality management, the objectives and principles of total quality management, classical management and quality understanding, total quality management and quality understanding.
5 Quality Gurus and Quality Circles Gurus in total quality management, Deming, Juran, Crosby, Feigenbaum, Ishikawa, Taguchi, quality circles.
6 Standard, Standardization and Certification The concept and types of standards, standardization, preparation of standards, product and service certification, TSE service qualification certificate, national occupational standards.
7 Quality Management Systems-I Quality management system concept, ISO 9000 quality management system, TS-EN-ISO-9000, ISO 18513:2003 Tourism Services Management System, ISO/TC 228, OHSAS (Occupational health and safety management system), Information Security Management System, Energy Management System.
8 Quality Management Systems-II, ISO 9001 Development and Certification Customer complaints management system, FSSC22000 (Food Safety System Certification), ISO 22000 Food Safety Management System, SA 8000 Social Responsibility Management, ISO 14000 Environmental Management System, ISO 9001 detailed review, history, development, certification process.
9 ISO 9001 Revisions and Clauses ISO 9000 2000 Revision, ISO 9000:2015 main headings, quality policy, quality objectives.
10 ISO 9001 Review-I ISO 9001:2015 revision, its purpose and benefits, Puko and process management, quality management principles, ISO 9001:2008 and ISO 9001:2015 terminology differences.
11 ISO 9001 Review-II Process approach and continuous improvement, risk-based thinking, opportunity concept, ISO 9001's relationship with other management systems.
12 ISO 9001 Review-III ISO 9001 scope, context, processes and interaction, customer focus, quality policy.
13 ISO 9001 Review-IV Times and risk relationship, risk handling methods, ISO 31000 Risk Management, opportunity management, opportunity handling options, quality targets, SMART targets.
14 Current Developments in Quality Management Systems Planning of changes, environment concept and environment for the operation of processes, measurement method, traceability of measurement, corporate knowledge, competence and awareness.

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

Narration
Discussion
Case Study
Brainstorming
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


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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