English


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


General Information
Language of Instruction Turkish
Level of the Course Unit Master's Degree, TYYÇ: Level 7, EQF-LLL: Level 7, QF-EHEA: Second Cycle
Type of the Course Programme Elective
Mode of Delivery of the Course Unit Face-to-face
Work Placement(s) Requirement for the Course Unit Yes
Coordinator of the Course Unit
Instructor(s) of the Course Unit Assoc. Prof. (Ph.D.) RUKİYE KİLİLİ
Assistant(s) of the Course Unit

Prerequisites and/or co-requisities of the course unit
CATEGORY OF THE COURSE UNIT
Category of the Course Unit Degree of Contribution (%)
Fundamental Course in the field % 20
Course providing specialised skills to the main field % 20
Course providing supportive skills to the main field % 20
Course providing humanistic, communication and management skills % 20
Course providing transferable skills % 20

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

No
Key Learning Outcomes of the Course Unit
On successful completion of this course unit, students/learners will or will be able to:
1 After completion of the course students should be able to: 1. Critically evaluate the modern concepts and theories of quality management. (students should acquire Knowledge of quality theories available, describe the ‘system view’ that underlines modern quality management thinking)
2 2. Identify the factors that contribute to the continuous quality improvement process. (students should acquire knowledge to compare and contrast Deming’s, Juran’s, and Crosby’s perception of quality of management and identify why commitment is an important variable in quality improvement initiatives)
3 3. Explore the concepts of Quality management and its application to the Hospitality and Tourism sector. (students should acquire knowledge and abilities in the ways in which services are unique in comparison with manufacture industry, and how the differences affect the management of service quality).

Learning Activities & Teaching Methods of the Course Unit
Learning Activities & Teaching Methods of the Course Unit

Weekly Course Contents and Study Materials for Preliminary & Further Study
Week Topics (Subjects) Preparatory & Further Activities
1 lessons No file found
2 presentation No file found
3 lessons No file found
4 presentation No file found
5 lessons No file found
6 presentation No file found
7 lessons No file found
8 presentation No file found
9 lessons No file found
10 presentation No file found
11 lessons No file found
12 presentation No file found
13 lessons No file found
14 final exam No file found

SOURCE MATERIALS & RECOMMENDED READING
1-Martin, W. B,Quality Service-What every Hospitality Manager Needs to Know Prentice Hall 2002

MATERIAL SHARING
Course Notes No file found
Presentations No file found
Homework No file found
Exam Questions & Solutions No file found
Useful Links No file found
Video and Visual Materials No file found
Other No file found
Announcements No file found

CONTRIBUTION OF THE COURSE UNIT TO THE PROGRAMME LEARNING OUTCOMES
KNOWLEDGE
Theoretical
No PROGRAMME LEARNING OUTCOMES LEVEL OF CONTRIBUTION*
0 1 2 3 4 5
1 To undertake the necessary responsibilities in the tourism related fields, X
2 To be familiar with the issues related to the tourism and business sector, X
3 Define the problems faced and take decisions about their solutions and apply them; X
4 Know foreign language and apply to business life X
5 By following the technological developments in its field, it will continuously improve itself, use computer and information technologies, X
6 To be sensitive to the subjects of tourism law, tourism and environment, occupational health and safety, to be sensitive to society and environmental values ​​and to have professional and ethical responsibility, X
7 Will have professional and socially effective communication skills that are prone to teamwork. X
*Level of Contribution (0-5): Empty-Null (0), 1- Very Low, 2- Low, 3- Medium, 4- High, 5- Very High

No
Key Learning Outcomes of the Course Unit
On successful completion of this course unit, students/learners will or will be able to:
PROGRAMME LEARNING OUTCOMES
1 After completion of the course students should be able to: 1. Critically evaluate the modern concepts and theories of quality management. (students should acquire Knowledge of quality theories available, describe the ‘system view’ that underlines modern quality management thinking)
2 2. Identify the factors that contribute to the continuous quality improvement process. (students should acquire knowledge to compare and contrast Deming’s, Juran’s, and Crosby’s perception of quality of management and identify why commitment is an important variable in quality improvement initiatives)2 (4), 3 (3), 4 (3), 7 (3)
3 3. Explore the concepts of Quality management and its application to the Hospitality and Tourism sector. (students should acquire knowledge and abilities in the ways in which services are unique in comparison with manufacture industry, and how the differences affect the management of service quality).1 (3), 5 (3), 6 (4)

Assessment
Assessment & Grading of In-Term Activities Number of
Activities
Degree of Contribution (%)
Mid-Term Exam 1 % 30
Computer Based Presentation 0 -
Short Exam 0 -
Presentation of Report 0 -
Homework Assessment 1 % 10
Oral Exam 0 -
Presentation of Thesis 0 -
Presentation of Document 0 -
Expert Assessment 0 -
Board Exam 0 -
Practice Exam 0 -
Year-End Final Exam 1 % 60
Internship Exam 0 -
TOTAL 3 %100
Contribution of In-Term Assessments to Overall Grade 3 %40
Contribution of Final Exam to Overall Grade 1 %60
TOTAL 4 %100


WORKLOAD & ECTS CREDITS OF THE COURSE UNIT
Workload for Learning & Teaching Activities
Type of the Learning Activites Learning Activities
(# of week)
Duration
(hours, h)
Workload (h)
Lecture & In-Class Activities 14 3 42
Preliminary & Further Study 14 2 28
Land Surveying 0 0 0
Group Work 0 0 0
Laboratory 0 0 0
Reading 0 0 0
Assignment (Homework) 4 12 48
Project Work 5 15 75
Seminar 0 0 0
Internship 0 0 0
Technical Visit 0 0 0
Web Based Learning 0 0 0
Implementation/Application/Practice 0 0 0
Practice at a workplace 0 0 0
Occupational Activity 0 0 0
Social Activity 0 0 0
Thesis Work 0 0 0
Field Study 0 0 0
Report Writing 0 0 0
Total Workload for Learning & Teaching Activities - - 193
Workload for Assessment Activities
Type of the Assessment Activites # of Assessment Activities
Duration
(hours, h)
Workload (h)
Final Exam 1 1 1
Preparation for the Final Exam 1 2 2
Mid-Term Exam 1 1 1
Preparation for the Mid-Term Exam 1 2 2
Short Exam 0 0 0
Preparation for the Short Exam 0 0 0
Total Workload for Assessment Activities - - 6
Total Workload of the Course Unit - - 199
Workload (h) / 25.5 7.8
ECTS Credits allocated for the Course Unit 8.0

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.