Saint Michael College

Cantilan, Surigao del Sur

College Department
Second Semester A.Y. 2018-2019

Course Syllabus

Course Code : THC2

Course Title : Tourism and Hospitality Service Quality Management
Course Unit : 3 units
Course Pre-requisite : None
Contact Hours : 54

Course Description

This course aims to enable the students to recognize and assess quality management processes in a hospitality and tourism related organization and to
evaluate departmental processes and planning strategies.
Topics include concepts and terminologies of TQM: definition, common element and terminology; vision and reality-bridging the gap; constructive and
critical personal reflection; proposed quality, self-assessment and peers assessment; seeing practical feedback for supervisors and continuing improvement,
developing a personal management philosophy and personal development plan.

Intended Learning outcomes

At the end of the course, the student must have:

1. Introduced the basic principles of total quality; and discussed the Reason why attention to quality should be a part of every organization’s culture and
management system and the brief history of the quality revolution;
2. Provided an overview of the key principles of total quality; compared and contrasted quality-focused management with traditional management practices;
discussed relationships of total quality with organizational models in management theory;
3. Understood the fundamental paradigms that drive the TQ philosophy, described philosophies of Deming, Juran, and Crosby as a basis for TQ approaches;
and provided an overviews of ISO9000, the Malcolm Baldrige National Quality Award, and other international quality awards as frameworks for total
quality;
4. Described how quality function deployment and concurrent engineering can improve the process of designing products and services to achieve better
customer satisfaction; and
5. Evaluated departmental processes and planning strategies of tourism and hospitality enterprise.
 Time Frame Topics Instructional Program Outcomes Learning Outcomes Teaching/Learning Assessment Core Values
Materials/References Activities
Midterm Period I. Introduction to Evans, Lindsay, Total Plan and Implement  Introduce the Lecture and Brainstorming: Christ-
Quality Quality Management., Business-related basic principles of Discuss the reason why attention to quality Centeredness
6 hours 9th edition, 2014 activities total quality should be a part of every organization’s Reverence
 Discuss and know culture and management system
the brief history
of the quality Reporting:
revolution Provide an overview of the key principles of
total quality.

Compare and contrast quality-focused

management with traditional management
practices

Understand the fundamental paradigms that

drive TQ philosophy

Reporting and Brainstorming:

Describe how quality function deployment
and concurrent engineering can improve
the process of designing products and
services to achieve better customer
satisfaction

Show how simple graphical tools can

improve management planning

6 hours II. Foundation of Evans, Lindasay, Total Apply the basic  TQ approaches Love of Christ
Quality Quality Management., Concepts that Provide an Lecture and Brainstorming:
Management 9th edition, 2014 underline each of the overview of ISO Describe and illustrate the Deming Cycle a
functional areas of 9000, the simple methodology for continuous
business (marketing, Malcolm improvement
finance, human Baldridge
resources National Quality Discuss the importance of creativity and
 management, Award, and other innovation for quality improvement and the
production and international management environment that fosters these
operations quality awards as characteristics
management, frameworks for
information total quality Reporting and Brainstorming:
technology and Describe principles of statistical thinking as
strategic a basis for effective management
management) and
employ these Demonstrate:
concepts in various Demonstrate the importance of customer-
business results. supplier relationships in achieving total
quality.
6 hours III. Customer Evans, Lindsay, Total Work Effectively  Know the concept Christ-
Focus Quality Management., with stakeholders and of Deming’s TQ Identify the principles and practices of Centeredness
9th edition, 2014 manage conflict in Customer Focus. quality customer supplier relationships.
the workplace. Reverence
Research:
Give examples of effective partnerships
between customers and suppliers.
Assignments

Written Test

Individual Written Outputs

6 hours IV. Workforce Evans, Lindsay, Total Work Effectively  Compare TQ Love of Christ
focus Quality Managemnet., with stakeholders and approach to
9th edition, 2014 manage conflict in customers and Christ
the workplace suppliers to Centeredness
conventional
organizational
theories.

Reverence

Assignments

Group Powerpoint Presentation (Seminar

Style)

Written Test

Individual Written Outputs

Assignments

Written Test

Choose a company and Interview three

customers if they are satisfied and think that
the services the travel/tour company is
rendering is Quality.
 Assignments

Group Powerpoint

Presentation (Seminar Styles)

Written Test

Individual Written Outputs

2 hours Midterm Examination

Final Period V. Design for Evans, Lindsay, Total Select the proper  Discuss the Reporting and Assignments Community
quality and Quality Management., decision making tools common tactics Brainstorming:
5 hours product 9th edition, 2014 to critically, on how to design Describe the Group Power Point Cooperation
excellence analytically and product to quality. functional structure, Presentation
creatively solve the most common (Seminar Style) Interdependence
problems and drive structure used at the
results. plant or business unit Written Test Dialogue
level
Solidarity
Show how many
aspects of the
functional structure