Programme: BSc Hons International Hospitality Management ASc International Hospitality Operations. Course Title: Quality Management

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1 Programme: BSc Hons International Hospitality Management ASc International Hospitality Operations Course Title: Quality Management Course Code: QUAL301 Credit hours: 3 Prerequisite/s: Nil Co-requisite/s: Nil Lecturer/s: Giselle Hahn Lecturer s address: Course Rationale and Description QUAL301 is a course about quality. The principles, which guide quality concepts, are discussed. The consequences of quality management, which it intends to generate in tourism, service and manufacturing organizations, in both public and private sectors of the economy, are investigated. Teaching Philosophy: During this course the main goal is to stimulate the students learning, thinking, and inquisitiveness. Students critical thinking, analytical and problem-solving skills will be further developed through challenging tasks and projects. Students will not only learn the knowledge and the theories behind quality management, but will be able to apply them and use them in real life business situations. In order to incorporate this application, the course will include several experiential exercises, theories and guest lecture presentations. All students will be treated equally, with fairness and respect. They will benefit from the time spent in class, learn practical examples from industry professionals, and will be able to use the acquired knowledge in their future careers. Contribution to Graduate Profile: 1. The students will gain an understanding of the rationale, which has underpinned the development of quality management. 2. The students will gain an understanding of various tools used in different industries to measure and evaluate quality. 3. The students will be able to compare and contrast quality theories; 4. Critically apply strategic quality planning tools to evaluate current quality measurements in place. 5. Introduction to ISO and EFQM standards used in industry. QUAL Page 1

2 Specific Learning Outcomes Knowledge: Upon completion of this course, students will know how to: LO1. Understand the importance of quality management within tourism companies and organizations; LO2. Discuss the theory development in quality management; LO3. Evaluate the different theoretical approaches to quality management; LO4. Examine quality management systems and procedures; LO5. Evaluate and understand the leadership, commitment and policy aspects of the quality management approach; LO6. Evaluate the barriers to the implementation of quality management; LO7. Use a variety of tools and techniques that can be used to improve quality; LO8. Understand the process of implementing quality management in the organization. Skill Upon completion of this course, students will be able to demonstrate: LO9. (...), define and recognise the various quality tools used and the impact on company development and improvement LO10. (...) an ability to develop and implement strategies to improve current operating procedure with the aim to improve current practices Autonomy and Responsibility Competence Upon completion of this course, students will be able to state the following reporting, regulating or ethical considerations: LO11. How to manage in a legal, socially responsible, environmentally sustainable manner. LO12. How to balance the requirements of customers, company management and owner in a way to achieve excellence in the daily operations. Self Development Competence Upon completion of this course, students will be able to demonstrate the need to continually research and up skill the following areas: LO13. Quality Theories and Tools LO14. Strategic planning, implementation and evaluation of quality programs to aspire excellence. Role in Context Competence Upon completion of this course, students will be able to effectively contribute to the following activities or endeavours: LO15. Define quality concepts and approaches LO16. Managing quality improvement teams and projects LO17. Implementing and validating the quality system QUAL Page 2

3 Transferable and Employment Skills SKILLS PRACTICED TAUGHT ASSESSED 1. Written Communication X X X 2. Verbal Communication X X 3. Commercial Awareness X 4. Problem Solving X X X 5. Networking X 6. Planning and Organising X X 7. Numeracy X 8. Computer Literacy X X 9. Time Management X X 10. Research X X X 11. Team Work X X 12. Leadership X 13. Negotiating 14. Customer Service QUAL Page 3

4 Weekly Content: SESSION /Date TOPIC READING Assignments Due Date Course overview Syllabus Forming Groups Introduction to the cruise Chapter 1 industry Quality Theory Chapter 2 Global Supply Chain and International Quality Standards Strategic Quality Planning The Voice of the Market Chapter 3 Chapter 4 Chapter 6 Quiz 1 Submit Group Project Title The Voice of the Customer Chapter 5 Designing Quality Services Chapter 8 Managing Supplier Quality in Chapter 9 the Supply Chain The Chapter 10 Submission of Group Project Report Project Presentation Project Presentation Review FINAL EXAM Quiz 2 Quiz 3 Group Project Report *Guest lecturers and quiz dates may vary, depending on availability of people and class schedule. Please note that the students are encouraged to take notes during lectures and guest lecturers presentations and to study material and required/recommended readings not specifically discussed during class on their own (since this could be tested). Assessments, Weighting and Deadlines: Course Work Component of the Deadline final grade Case studies 15% Ongoing LO 1-8 Quizzes 15% 3 quizzes: LO Group Project 30% Written: LO Presentation: Final Exam 40% June 5th LO 1-8 QUAL Page 4

5 Case Studies: 15% LO 1-17 There are a number of case studies that will be discussed in class. Through these case studies, the students will examine various concepts and aspects of quality management. The students will be assigned a specific case which they need to briefly summarize in writing, answer specific questions thereto and, in addition, the students need to identify and explain how and why the quality measures applied by the companies relate/or could be related to the hospitality and tourism industry. The students will work in pairs. They will submit their case brief before each class and be ready to present and discuss the case during class. Each student s grade will depend upon how well the case is summarized and how each question relating to the case is answered. Furthermore, the students grade will reflect their participation and presentation of the case during class discussions. Quizzes: 15% LO 1-8 There will be a total of three quizzes in this course. Each quiz counts 5%, together they will account for 15 % of the final grade. The quiz material will come from the textbook and from class information. The quizzes can be administered at the beginning, during, or at the end of a class session. Final Group Project 30% LO 1-17 You are required to choose a tourism company/organization and analyze their approach to quality management. Based on this information you will be responsible for summarizing the results and providing recommendations for future quality improvement in this particular organization. The final grade for this project is based on: o Written analysis (40% of final project s grade) o Group presentation (40% of final project s grade) o Peer evaluation (20% of final project s grade) The team project must have the instructor s approval no later than May 18 th. For this project you are required to work in teams of four people. The goal of the project is to provide you with an opportunity to apply the course concepts to the processes of a tourism company/organization. Requirements for Written Group Report: The following steps should be taken in evaluating the organization s approach to quality: 1. General information about the organization 2. What kinds of quality programs do they have in place? 3. What are the organization s vision and mission? 4. What are the core values of the organization? 5. Who are the customers of this organization? 6. By using Deming s 14 points of quality analyze the organization: a) Explain how these obligations aren t addressed or used in the organization. This analysis will help you identify any barriers to managing and improving quality. b) Explain how these obligations are being addressed/ used in the organization. This analysis will identify strategies that need to be reinforced to manage and improve quality. 7. Develop and present a model for total quality management for the organization and explain the various elements of the model. QUAL Page 5

6 8. Identify a problematic process in the organization and apply the following commonly utilized tools for quality improvement: a) Develop a list for possible causes of this particular problem. b) Prioritize the causes by using a nominal group technique. c) By using the cause and effect diagram, generate the root cause for the problem. d) Using the top priority cause discuss the Planning, Doing, Checking and Acting steps of the PDCA cycle. What are the possible interventions? What intervention will your team select to try first? For a better understanding of the process use a flow chart diagram. 9. Suggest a benchmarking approach for this organization. a) What will be the advantages of benchmarking? b) What type of benchmarking should be applied? Why? Provide examples. c) What will be the main stages in the benchmarking process? 10. Discuss the main issues that might have an influence on the involvement of people in process improvement. 11. Discuss how you would help the management team to embrace the total quality approach and drive performance improvement in the organization. 12. Teamwork is one of the key aspects of quality management. Discuss how you would help the management team of the organization to get the commitment of the staff to delivering quality services and products to the customers. 13. Summarize the results from the analysis and provide recommendations for future quality improvement in the organization. The final report must be fully referenced in the style required by The Academy: The final report is due June 1 st at 13:00h via Turnitin. Submit soft copy to the instructor. Requirements for Presentation of Group Report: The length of the presentation is 30 minutes maximum, in the format of PowerPoint. Each team member needs to have a part in the presentation. The students are required to send the instructor all teaching materials prior to the presentation. The presentations will take place on June 1 st and June 3 rd during regular class hours. It is mandatory for all students to attend every presentation. Failure to do so will result in an automatic 5% decrease in the final project s grade. Your project is to be completed as a group. It is expected that each group member will contribute equally to the overall effort. Peer evaluation will total 20 % of the overall project s grade. Please submit a Peer Evaluation Form for the work on the written report AS WELL AS a Peer Evaluation Form for the work on the presentation. If a student receives less than 40% on his/her Peer Evaluation, the student will automatically receive a grade of zero (0%) for the group project. Work as a team, contribute and be reliable. When filling out the evaluation form, be honest and real. QUAL Page 6

7 Final Exam 40% LO 1-8 There will be one final exam that totals 40% of your final grade. The final test will be comprehensive and will include the information from all case studies and materials covered in class. Further clarification will be made at a later date. Attendance The applied nature of how the course is structured, i.e. classroom lectures and presentations given by guest lecturers, lends itself well for group discussions. Participation and contribution from all class members are integral. Attendance will be taken every class. For students who will be absent more than 3 sessions, excused or unexcused, the course will automatically be marked as withdrawn/failed. Recommendation for success in the class Do it and do it right the first time. Giselle Hahn Success is the sum of small efforts, repeated day in and day out. Robert Collier There are two different kinds of people in this world: those who finish what they start, and Unknown Success comes from knowing that you did your best to become the best that you are capable of becoming. John Wooden Success depends upon previous preparation, and without such preparation there is sure to be failure. - Confucius QUAL Page 7

8 Grading Rubric Case: Student: Date: Student: Points: /100; /60; /40 Grade %: Case Summary (60) Poor Below Average Above Excellent Average Average 1. Introduction of company Description of Problem Identify Strategy and Implementation Implication of Quality Method applied to case problem for the Hospitality/Tourism Industry 5. Presentation of Report: Language, Format, Structure 6. Answer of Questions: Reasoning, Logic, Application of QM points Name: Name: 2 (2) (2) 4 (4) (4) 6 (6) (6) 8 (8) (8) 10 (10) (10) Delivery (40) 7. Professionalism of presentation, stage presence of team Professional presentation of each student: Name: Name: 9. Ability to handle questions Use of presentation tools: board, flip chart, illustrations, Powerpoint (2) (2) 4 (4) (4) 6 (6) (6) 8 (8) (8) 10 (10) (10) QUAL Page 8

9 Group Project Written Report Rubric Company: Date: Team Members: Grade Points: /100 Grade %: The points mentioned in the Rubric are the maximum points achieved if the required steps are well developed, logically organised, answered on point, with relevant, strong supporting details/examples: Content Maximum Points: Introduction of 20 company General information about the 4 company Quality programs in place 3 Vision and Mission statement 3 Core values 5 Customers of company 5 Deming s Analysis 14 Explain how Deming s quality 7 analysis is NOT addressed/used Explain how Deming s quality 7 analysis IS addressed/used TQM model 8 Develop and present example 8 Tools for Quality 25 Improvement Cause and effect 6 Nominal group technique 6 With cause/effect diagram, generate 6 root cause Planning, Doing, Checking and 7 Acting steps of PDCA cycle Benchmark 10 Advantages of benchmarking 2 Type of benchmark, examples 3 Benchmarking process 5 Implementation 3 Involvement of people in process 3 improvement Conclusion 20 Suggestion to management to 4 embrace total quality approach Suggestion to management to 4 commit staff to deliver quality service/products Recommendations for future 12 improvements QUAL Page 9

10 Group Project Presentation Rubric Company: Date: Presenting Team Members: Place comments after each rating. Ratings (circle the appropriate numbers). CONTENT Poor Below Average Average Above Average Superior 1 Overview of the company, identification of vision, mission, core values, explanation of quality programs in place 2. Deming s approach to quality - thoroughness, accuracy, and depth of analysis Quality management model - thoroughness, accuracy, and depth of analysis Identification and evaluation of quality problems in the organization and appropriate use of the quality tools Benchmarking thoroughness, accuracy, and depth of analysis 6. Quality, quantity, feasibility, and relevance of recommendations. Justification and support for recommendations DELIVERY Organization of presentation Professionalism of presentation Use of visuals and color Communication skills of team Use of time Handling of questions OVERALL EVALUATION: QUAL Page 10

11 Team Member Peer Evaluation Form Do not put your name at the top of this form, but do put your name in the spaces provided below. Please rate yourself and your team members on the relative contribution made to the project. Your ratings will be confidential and anonymous. Be honest on this evaluation. In rating yourself and your team members, use a one- to five-point scale, where 5 = superior, 4 = above average, 3 = average, 2 = below average, and 1 = really weak. Add the scores to obtain a total score for yourself and the other group members. Put any comments you like on the bottom or back of this page. Fold this sheet when you complete the ratings below. Thank you. Put your name and your team members names in the spaces provided, one name at the top of each column. Names: Ratings: On time for all group meetings: Helped keep the group cohesive: Number of useful ideas contributed: Quantity of work done: Quality of work done: Add Total Scores Here: QUAL Page 11

12 Instructional Materials and Resources Required text(s): Foster, T. (2007). Managing Quality: Integrating the supply chain. New Jersey: Upper Saddle River. Suggested Background Reading: Boniface, P. (1995). Managing quality cultural tourism. London: Routledge. Codling, S. (1998). Benchmarking. Aldershot: Gower. Dale, B. G. (1999). Managing quality. 3rd ed. Oxford: Blackwell Business. Drummond, S. & Yeoman, I. (2001). Quality issues in heritage visitor attractions. London: Butterworth Heinemann. Hill, N. & Brierley, J. (1999). How to measure customer satisfaction. Aldershot : Gower. Juran, J. & Godfrey, B. (2001). Quality in the travel and tourism industries. London: McGraw Hill. Kandampully, J., Mok, C. & Sparks, B. (2001). Service quality management in hospitality, tourism and leisure. London: Haworth Clinical Practice. King, J. & Cichy, R. (2006). Managing for quality in the hospitality industry. New Jersey: Upper Saddle River. Langer, M. (1997). Service quality in tourism. London: Lang. Lenehan, T. & Harrington, D. (1998). Managing quality in tourism. London: Oak Tree Press. Lockwood, A. (1996). Quality management in hospitality. London: Cassell. Oakland, J. (2003). Total quality management. Oxford: Elsevier Butterworth- Heinemann. Williams, C. (2002). Service quality in leisure and tourism. Oxon: CABI Publishing. Journals: Quality Progress Journal of Quality Assurance in Hospitality and Tourism Journal of Quality Management Quality Quality Assurance Additional Resources: Websites: QUAL Page 12

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