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TOURISM MANAGEMENT (M.A.) (ENGLISH) PROGRAMME
COURSE DESCRIPTION
Name of the Course Unit Code Year Semester In-Class Hours (T+P) Credit ECTS Credit
SERVICE QUALITY MANAGEMENT IN TOURISM THM507 1 2 3+0 3.0 8.0


Objectives and Contents
Objectives of the Course Unit *Analyze human needs and expectations in the achievement of satisfaction. *Deal with complaints, remedies and prevention. • Articulate the characteristics of service and a gap analysis between expectations and satisfaction. • Evaluate a quality analysis, its implementation and consequences. • Merge service and quality in order to achieve an effective application of service quality. • Develop and control effective employee performance towards quality service. • Analyze of ISO/BS standards of quality
Contents of the Course Unit A systematic approach to quality: From Q to TQM, Developing and maintaining a total quality work ethos: Develop strategies, Quality standards, investor in peoples-6S-Six Sigma approach • Quality Business relationship: A quality structure, A unique business environment • Squeezing the most from quality registration: Setting up a quality system, standards and procedures Training and briefing, assessment • Performance measurements: specific operating parameters, Quality line management • Quality audit: Achieving results through the chain of command • Quality Improvement teams: Hotel Action Teams-Quality support manager • A commitment to excellence: Quality self assessment- Delivering a Quality Product, Extraordinary customer satisfaction ,Corrective action and continuous improvement • Quality through people: Recipes for success, Inspection. Testing status of procedures and equipment • Changing culture- Explain success stories of quality systems implementation, Making the choice.
Contribution of the Course Intending to Provide the Professional Education Have a variety of skills and knowledge needed for their professional practice

EBS : Kıbrıs İlim Üniversitesi Eğitim Öğretim Bilgi Sistemi Kıbrıs İlim Üniversitesi AKTS Bilgi Paketi AKTS Bilgi Paketi ECTS Information Package Avrupa Kredi Transfer Sistemi (AKTS/ECTS), Avrupa Yükseköğretim Alanı (Bologna Süreci) hedeflerini destekleyen iş yükü ve öğrenme çıktılarına dayalı öğrenci/öğrenme merkezli öğretme ve öğrenme yaklaşımı çerçevesinde yükseköğretimde uluslarası saydamlığı arttırmak ve öğrenci hareketliliği ile öğrencilerin yurtdışında gördükleri öğrenimleri kendi ülkelerinde tanınmasını kolaylaştırmak amacıyla Avrupa Komisyonu tarafından 1989 yılında Erasmus Programı (günümüzde Yaşam Boyu Öğrenme Programı) kapsamında geliştirilmiş ve Avrupa ülkeleri tarafından yaygın olarak kabul görmüş bir kredi sistemidir. AKTS, aynı zamanda, yükseköğretim kurumlarına, öğretim programları ve ders içeriklerinin iş yüküne bağlı olarak kolay anlaşılabilir bir yapıda tasarlanması, uygulanması, gözden geçirilmesi, iyileştirilmesi ve bu sayede yükseköğretim programlarının kalitesinin geliştirilmesine ve kalite güvencesine önemli katkı sağlayan bir sistematik yaklaşım sunmaktadır. ETIS : İstanbul Aydın University Education & Training System Cyprus Science University ECTS Information Package ECTS Information Package European Credit Transfer and Accumulation System (ECTS) which was introduced by the European Council in 1989, within the framework of Erasmus, now part of the Life Long Learning Programme, is a student-centered credit system based on the student workload required to achieve the objectives of a programme specified in terms of learning outcomes and competences to be acquired. The implementation of ECTS has, since its introduction, has been found wide acceptance in the higher education systems across the European Countries and become a credit system and an indispensable tool supporting major aims of the Bologna Process and, thus, of European Higher Education Area as it makes teaching and learning in higher education more transparent across Europe and facilitates the recognition of all studies. The system allows for the transfer of learning experiences between different institutions, greater student mobility and more flexible routes to gain degrees. It also offers a systematic approach to curriculum design as well as quality assessment and improvement and, thus, quality assurance.